Customer Centricity in the Food service supply chain

How do you identify Customer Centricity in the Foodservice Supply Chain?

How do you identify Customer Centricity in the Foodservice Supply Chain?


When you go to a restaurant, café, bar or a pub you tend to expect that everything is available – we all live in a society now where (almost) 24/7 availability is the norm. You expect the service to be spot-on, the food and beverages of great quality, and always, always have more to choose from than you will ever purchase or consume.

Two things are a constant – the premises and the people that make it work (Barista, Chef, Serving Staff to mention a few …)

What is not perhaps as well known is the lengths that supply chain businesses, particularly in Foodservice, go to that ensures that the products that make the experience a reality get there in the first place.

I guess the clue is in the title Foodservice which is exactly what it says on the tin – a service industry from one business to another, B2B. Making sure that the right products go to the right places, in full and on time to the specified price implies a significant degree of Customer Centricity.

How does Customer Centricity work in practice?

Well, here are a few pointers:

  • Know your Customer – who their customers are, what they provide to them, and the standards that they set
  • Source their Products – that fulfil their standards, that underpin their offering, and at a price that suits everyone
  • State your Service Boundaries – what you can source, when you can supply, and at what price
  • Resource and Scale your Operation – so that you maximise your service levels, whilst minimising outlay, and maximising productivity, to be able to sell at the price that is acceptable to both parties
  • Manage your Customer Relationships – engage with them, connect regularly with decision makers, and gauge your performance through customer relationship surveys to be sure you get the feedback
  • Deliver on your Service Promises – on time, in full, within specification, all of the time
  • Rectify your Mistakes Quickly – if it does not arrive on time, in full, within specification, do something about it quickly; do not let infrequent incidents create friction and do not let them get more frequent!
  • Plan for your mutual future – innovation can work for mutual benefit, work with theirs, and share your industry insights

The key to becoming a successful Customer Centric company is to get these things working in seamless unison.

Want to know how to be Customer Centric in B2B?

Join us for an online panel discussion: Making Customer Centricity a Reality, on Wednesday 16th June, with guest speakers:

  • Louise Evans, Head Of Customer Experience at UCAS;
  • Paul Willoughby, Head of Insight & Strategy Research at Beazley Group Ltd (Lloyds market specialist insurer);
  • Peter Lavers, Director of Customer Attuned (a recognised influencer in the subject – recently featured in the Who’s Who in CRM and published in CX Magazine).

Register here 


Making Customer Centricity a Reality