Customer Expectations Exceeded Overview A consumer healthcare business trusts Kenco when it comes to ensuring customer service is top priority. Both the customer and Kenco are dedicated to satisfying retail demand, by not only meeting, but exceeding service expectations. Challenge As with all businesses, the customer always comes first. Customer expectations must be identified and then met. Retail customers, especially, want their product on-time, free of damage, and accurate. This first ensures brand loyalty and ultimately customer loyalty. Solution Kenco implemented process changes to improve on-time delivery, damage free delivery, and product accuracy. The solutions are outlined as follows: On-time delivery: LTL Shipments – Kenco monitored transit time for customers that have narrow

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