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How to Reframe 3PL Using a Customer-First Mindset with Dusty Holcomb
Ninaad Acharya, Dan Coll, Dusty Holcomb
For this episode of the eCom Logistics Podcast, we welcome Dusty Holcomb, CEO of Red Stag Fulfillment. Today, Dusty drills into everything about increasing client value. He talks about how he quickly found a common mission with Red Stag in being people-focused, client-centric, and having a get-stuff-done mindset.
Dusty discusses how being people-first is also a strategy for a business’s longevity and becoming a 3PL partner that people want to work with. He then focuses on creating a customer experience by doubling down on areas of expertise and gives technical and financial considerations if you are planning on going big and bulky.
Dusty Holcomb, an exemplary executive with a 20+ year senior leadership career, is passionate about building innovative and high-performance leadership teams. He is known for solving complex competitive challenges and being able to “connect the dots” between what currently exists and what can and should exist in the future. He has leveraged these skills to reimagine products, services, and systems utilizing his extensive expertise in leadership, technology, and logistics. Dusty is known for his deep belief in the value of creating a differentiated customer experience as the primary driver of predictable recurring revenue growth.
As the CEO of Red Stag Fulfillment, a rapidly growing third-party ecommerce fulfillment and logistics services provider, Dusty has a breadth of experience in logistics, strategic governance, and the navigation of dynamic and fast-moving industries. Throughout his extensive career, Dusty held numerous roles at AAA, a multi-billion-dollar organization, including VP Operations, CMO, President, Head of Innovation, and more.
Dusty is Board experienced, currently serving as an Independent Director and compensation committee member for HeroWear Exo, an innovative wearable technologies company. Additionally, he has given back to six different non-profit organizations during his career. He enjoys educating CEOs and leaders on the value of building exceptional and intentional customer experiences as a speaker. He is available for select private or public company engagements.
Dusty earned a BBA in Business Administration from Columbus State University, and later completed the MBA program at Auburn University. He also completed the Advanced Management program at the Kellogg School of Management, Northwestern University. Dusty is an active member of the National Association of Corporate Directors (NACD). He resides with his family in Knoxville, TN, is an avid sportsman, triathlete, and 5-time Ironman Finisher.
- 03:45 Joining Red Stag due to a desire to create client value
- 09:51 Be forward-thinking and see through a client-centric lens
- 14:25 What makes a good 3PL partner
- 19:11 A culture that people come first
- 28:39 Do big and bulky if inventory load balance is your expertise
15:18 Create client value by removing the logistical hassle from customers – Dusty: “I think it really comes down to a mutual alignment of what value creation is. And so what I mean by that is I think a brand has to understand what their core competencies are, and they have to understand the value that they are creating for their customer. And what is debiting that value? So our mission statement as an organization is to do the heavy lifting of e-commerce so our clients can focus on what they do best.”
26:10 Your core values will enable technical competencies – Dusty: “There are certain core values that are absolute buzz saws. And if you run into that one, it’s a buzz saw. You’re not gonna make it here if you just don’t believe that. So looking for people that are core-value-focused, are people-focused, they understand that what we do is done through the hard work of people, who have a get-stuff-done bias or just GSD, it was get it done, and are client-centric. So it was kind of four big buckets of things that I’m looking for that transcends or enables technical competency.”
Find out more about Dusty in the links below:
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