6 Sub-dimensions · Click to expand L2 detailClic para expandir detalle L2
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› L2N2
L2 · Customer Service & Order Management
Omnichannel CS strategy & SLA design, order visibility & proactive notifications, CS technology & chatbots, complaint management, and B2B CS.
The human interface of the supply chain — the team and the systems that answer when something goes wrong, and the proactive communications that prevent most of those contacts from ever needing to happen.
L3 Sub-componentsSubcomponentes L3 5 items · click to explore elementos · clic para explorar
01
Customer service strategy: omnichannel CS & SLA design
The tiered CS model, channel SLAs, the NPS and cost impact of WhatsApp as the primary CS channel in Mexico, and how agent empowerment drives FCR.
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Order visibility: proactive notifications & customer tracking portals
The 5 proactive notification moments, the tracking portal as the highest-ROI CS investment (100–200x), and the WISMO rate as the leading indicator of the tracking capability gap.
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CS technology: CRM, chatbots & AI in customer service
The CS technology stack, chatbot containment rate, and AI-powered agent assist for faster, higher-CSAT resolutions.
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Complaints management & escalation protocols
SLA by complaint category, the service recovery paradox, and the complaint root cause analysis that connects CS data to operational improvement.
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B2B customer service: key accounts & supply chain collaboration
The CSM role in B2B supply chain CS, QBRs as the strategic relationship mechanism, and forecast collaboration as the highest-ROI CS investment in B2B.
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› L2N2
L2 · Last Mile Delivery Operations
Delivery models (home/PUDO/locker), route optimization & dispatch, failed delivery management, crowdsourced delivery, and last mile analytics.
The final and most expensive 40–50% of the e-commerce supply chain — where operational decisions about routing, scheduling, and carrier selection directly generate or destroy the customer’s final impression.
L3 Sub-componentsSubcomponentes L3 5 items · click to explore elementos · clic para explorar
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Last mile delivery models: home delivery, PUDO & locker networks
The economics of each last mile model, the PUDO incentive design, BORIS as the zero-cost return channel with in-store upsell.
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Route optimization & dispatch for last mile fleets
VRP-based route optimization, zone-based scheduling to maximize delivery density, and the 30-minute pre-delivery notification that cuts failed deliveries in half.
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Failed deliveries: management, re-delivery & exception handling
The 5 root causes of failed deliveries, the proactive notification-and-options protocol, and the financial cost of a failed delivery.
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Crowdsourced delivery & gig economy logistics
Own fleet vs. Rappi/99minutos economics, the NPS differential between own fleet and crowdsourced delivery, and the hybrid model.
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Last mile analytics: cost-per-delivery, zone profitability & carrier performance
Zone-level cost analysis, differential delivery pricing, and the carrier performance scorecard that includes NPS alongside OTIF.
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› L2N2
L2 · Delivery Experience & NPS
Delivery NPS & driver analysis, packaging & unboxing design, proactive exception management, same-day delivery experience, and post-delivery engagement.
The experience layer — the moments that determine whether the customer who just received their order becomes a loyal promoter or a churned detractor, and the investments that shift that outcome.
L3 Sub-componentsSubcomponentes L3 5 items · click to explore elementos · clic para explorar
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Delivery NPS: measuring & improving the unboxing & delivery experience
The 5 NPS drivers (on-time delivery 35–40%, product condition 25–30%, tracking 15–20%, courier professionalism 10–15%, unboxing 5–10%) and the close-the-loop protocol for detractors.
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Packaging experience & unboxing design
Branded packaging ROI (8–12 NPS points), right-sizing economics, and the shareable unboxing as free organic marketing.
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Proactive exception management & delivery recovery
The 3-step exception protocol, the 40-point NPS difference between proactively notified and non-notified customers during a delivery failure.
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Same-day delivery experience & speed-to-delight
SDD on-time rate, Ship from Store economics, and the conversion lift from SDD availability.
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Post-delivery engagement: reviews, loyalty & re-purchase triggers
The 4 post-delivery touchpoints, personalized replenishment prediction, and the 12x ROI of a well-designed post-delivery engagement program.
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› L2N2
L2 · Omnichannel Fulfillment Experience
Unified inventory & OMS routing, BOPIS & click-and-collect, Ship from Store, dropship & marketplace fulfillment, and omnichannel journey mapping.
The integration layer — connecting the physical and digital worlds of commerce so the customer never notices the channel boundary, while the supply chain routes every order to its optimal fulfillment node.
L3 Sub-componentsSubcomponentes L3 5 items · click to explore elementos · clic para explorar
01
Omnichannel order management: unified inventory & order routing
The 5 omnichannel fulfillment flows and unified inventory as the prerequisite that makes all of them possible.
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BOPIS & click-and-collect: the in-store pickup experience
BOPIS ready time as the primary metric (target: <2 hours), the dedicated pickup area, and the 28–35% in-store uplift from BOPIS visits.
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Ship from Store operations & inventory accuracy for omnichannel
Store inventory accuracy as the SFS prerequisite (target >95%), the phantom inventory problem, and the SFS fill rate and OTIF as quality KPIs.
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Dropship & marketplace fulfillment models
Real-time supplier inventory integration as the solution to 15–25% overselling, contractual OTIF SLAs with penalties, and blind dropship for brand consistency.
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Omnichannel customer journey mapping & friction points
NPS by journey stage, the 4 most common friction points in omnichannel journeys, and the semi-annual journey review cadence.
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› L2N2
L2 · Voice of Customer & CSAT Analytics
VoC program design (NPS/CSAT/CES), text analytics & sentiment analysis, CX root cause & improvement loop, churn prediction, and competitive CX benchmarking.
The intelligence layer — the systematic capture, analysis, and activation of customer feedback that converts the experience signal into operational improvement and financial ROI.
L3 Sub-componentsSubcomponentes L3 5 items · click to explore elementos · clic para explorar
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VoC program design: NPS, CSAT & CES measurement
The 3 VoC metrics and when to use each, WhatsApp as the highest-response-rate channel in Mexico, and the segmentation by customer cohort.
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Text analytics & sentiment analysis for CS interactions
NLP-powered theme categorization of NPS comments, real-time sentiment escalation for at-risk customers, and the 100–1000x productivity improvement of text analytics.
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CX root cause analysis & operational improvement loop
The 4-stage close-the-loop process, the impact × cost prioritization matrix, and attribution of NPS improvement to specific operational changes.
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Customer churn prediction & retention analytics
The 5 behavioral and VoC signals that predict churn, the ML churn score model, and the 12x ROI of a retention program with personal contact for high-value customers.
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Competitive benchmarking of CX: NPS, delivery & service metrics
Industry NPS benchmarks, mystery shopping methodology, and the competitive gap analysis that drives the investment justification for the C-suite.
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› L2N2
L2 · CX Governance & Supply Chain Alignment
CX governance model & ownership, CX-to-operations feedback loop, CX investment ROI, CX in the S&OP, and the integrated supply chain CX scorecard.
The governance layer that makes customer experience a shared organizational responsibility — connecting the NPS signal to the supply chain decisions that determine it, and quantifying the financial return of investing in the customer experience.
L3 Sub-componentsSubcomponentes L3 5 items · click to explore elementos · clic para explorar
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CX governance: ownership, cadence & accountability
The Director of CX with cross-functional authority, CX Champions in each operational team, the Customer Experience Committee, and the 30-minute VoC Weekly Standup.
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CX-to-operations feedback loop: NPS → logistics improvement
The weekly NPS Driver Report for the Logistics Director, automated NPS degradation alerts, and the time-to-action metric that measures whether insights become actions quickly enough.
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CX cost-to-serve & the ROI of customer experience investments
The LTV-inclusive CX ROI framework, the NPS-to-revenue attribution model, and the 16x ROI of the CX program in the CFO’s language.
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CX in the S&OP: integrating customer experience into supply chain planning
Fill rate and OTIF as leading indicators of NPS, the NPS-at-risk model for each S&OP scenario, and the cost-vs-CX trade-off that makes the $1.2M inventory investment a 7x ROI decision.
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CX KPI framework: from OTIF to NPS — the supply chain CX scorecard
The 4-level supply chain CX scorecard (promise → execution → perception → financial impact), the OTIF-NPS correlation as the predictive model, and the real-time scorecard.
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