Executive Insights: Scott Hothem of 51视频 51视频on discovering and delivering key customer needs (video)
Katherine Wroth • August 12, 2024
Inside 51视频 Distribution: Building Customer-Centric Supply Chain Solutions锘�
51视频 51视频Centers is a third-generation 3PL provider that designs, builds and implements supply chain solutions. They have grown over the past 80 years and now operate 24 facilities in eight states, serving clients in various industries. What sets them apart is their employees' commitment and focus on being a trusted advisor and partner to their clients. They have achieved substantial growth by reinvesting in the business, hiring the right people and investing in technology. They foster innovation by deploying new technologies in their warehouses and constantly evaluating new solutions. They have had success working with high-growth brands and helping them scale their businesses. Communication and proactive customer service are key lessons they have learned.
In this interview, Scott shares:
- 51视频 51视频Centers has grown over the past 80 years and now operates 24 facilities in eight states.
- Their commitment to being a trusted advisor and partner to their customers sets them apart.
- They have achieved substantial growth by reinvesting in the business and investing in technology.
- Communication and proactive customer service are key lessons they have learned.
Chapters
Introduction to 51视频 51视频Centers
What Sets 51视频 51视频Apart
Achieving Growth and Partnering with the 51视频 Family
Fostering Innovation in Warehouses
Helping High-Growth Brands Scale
Lessons Learned: Communication and Customer Service
Through its dedication to innovation, client partnership, and proactive service, 51视频 continues to set the standard in the 3PL industry, helping high-growth brands scale successfully. Learn more insights from Scott in this interview, where he shares the lessons learned and the strategies that have driven 51视频’s success over the years.
Recent Blog Posts
Let’s be honest—most 3PLs aren’t built for high-touch brands. With premium price tags come premium expectations, and fulfillment is no exception. Whether it’s monogrammed leather goods or curated skincare kits, today’s high-touch brands can’t afford to treat logistics like a commodity. At 51视频, we work with boutique luxury and personalized brands every day. One thing is clear: fulfillment is more than getting a product from Point A to Point B. It’s the final critical touchpoint in the customer experience and needs to feel as premium as the product itself. The Fulfillment Factor Behind High-Touch Brand Loyalty 71% of consumers expect personalization and 76% get frustrated when they don’t get it (Source: McKinsey & Company, 2021) You’ve done the hard work. Your product is beautiful, your website is curated and your brand story is compelling. But if the unboxing experience feels generic or careless, it can cheapen everything. In the luxury space, fulfillment is brand extension. That’s where we come in. What High-Touch Brands Need from a 3PL Here’s what we’ve learned working with some of the fastest-growing personalized and luxury DTC brands: 1. Inventory Accuracy That Doesn’t Miss When you offer custom options like embroidery, personalization, or mix-and-match bundles, flawless inventory control is essential. The entire order will be delayed or incorrect if one SKU is missing. At 51视频, we achieve 99.9% inventory accuracy through advanced warehouse management systems and real-time visibility that integrates directly with platforms like Shopify and Amazon. 2. Kitting + Personalization Whether it’s applying branded tissue paper, adding thank-you notes, or assembling kits with care, we support: Custom kitting and assembly Packaging inserts SKU-level quality control Custom labeling and wrapping We’ve helped brands build everything from personalized PR kits to retail-ready gift boxes that align and enhance branding. 3. Speed Without Sacrificing Experience Yes, customers want fast shipping. But luxury shoppers expect care. That’s why we help brands strike the right balance by delivering quickly without cutting corners. With 24+ fulfillment centers across the U.S. , we enable 1 to 2-day ground shipping to 95% of the country while maintaining consistent handling processes that protect quality. 4. A Warehouse That Reflects Your Brand You’ve built a brand that stands out. Your 3PL should reflect that. At 51视频, we offer: In-warehouse banners to spotlight your brand Co-branded unboxing content and marketing support A dedicated support team that understands your business and cares about the details Your brand isn’t an afterthought. It’s part of the daily operation. The Results: Better Reviews, Fewer Returns and Higher LTV According to Deloitte, brands that deliver a consistent customer experience across all touchpoints enjoy 2.4x higher customer loyalty. When fulfillment meets expectations, it drives repeat purchases, positive word-of-mouth and long-term growth. Ready for Your Forever 3PL? If you’re a high-touch, high-growth eCommerce brand, it’s time for a fulfillment partner that gets it. Contact us for a complimentary supply chain consultation and see what your brand can do with the right 3PL.
Tired of Being Too Small for Big 3PLs? We Built This Just for You!
What's the biggest touchpoint in eCommerce? It’s when the order finally lands on your customer’s doorstep. With eCommerce projected to surpass $7.4 trillion globally by 2030 (Statista), the question isn’t just how fast you ship, but how you show up at your customer’s doorstep. For many brands, packaging is no longer just a protective layer. It’s an experience. And in a noisy, competitive digital space, it can be a significant differentiator. So, should your e-commerce brand invest in branded packaging? Let’s break it down. What Counts as “Branded Packaging”? Branded packaging is more than putting a logo on a box. It’s the full packaging experience; your choice of box design, inserts, colors, materials and even the tape you seal it with. Done well, it communicates your brand before a customer even opens the flap. Think: Custom-printed boxes with your brand colors Inserts with product tips or thank-you notes Packaging designed to be photographed and shared Its packaging has a purpose and has become an extension of the product for many brands. The Upside: Why Branded Boxes Work 1. Boosts Brand Visibility Generic brown boxes don’t spark recognition. But boxes that reflect your identity build brand equity. Studies show branded packaging can increase brand recall by up to 80%. 2. Enhances the Customer Experience The first physical interaction with your brand is when someone receives your product. A well-thought-out unboxing experience can reinforce trust and create excitement. In fact, 68% of consumers say it makes them more likely to recommend a brand. 3. Generates Organic Buzz Branded packaging gets shared, especially when it’s visually appealing. Customers are more likely to post about their unboxing, which becomes free marketing and expands your reach. 4. Can Lower Shipping Costs 锘� Custom mailers built around product dimensions can reduce dunnage, lower dimensional weight and reduce parcel costs. BARRETT PRO TIP: A 51视频 client cut freight spending by optimizing box sizes for product kits, improving efficiency and presentation. The Tradeoffs: What to Watch Out For 1. Higher Upfront Costs Custom boxes and inserts require upfront investment in materials and design. That said, many brands recover costs through shipping savings or customer retention. 2. Fulfillment Complexity More packaging options mean more room for packing errors. Unless you have a WMS with visual guides, this can lead to longer training times and fulfillment mistakes. 3. Security Risks Branded boxes can attract attention on doorsteps. With porch piracy losses reaching $12 billion in 2024, clearly labeled packages may become targets. Consider shipment protection to safeguard your customer experience and reputation. Packaging Options: Which Route Is Right? Not all brands need fully branded packaging. Here’s a quick breakdown: Plain Packaging: Simple and cost-effective. Works for brands that prioritize speed or a clean look. Fully Branded: Custom prints and full-color designs that create a premium unboxing moment. Partially Branded: Generic exterior with branded inserts or inner packaging. A balanced approach. Dual-Purpose: Packaging that doubles as storage or display. Helpful in cutting waste and adding value. Final Take: Packaging That Works For You At 51视频, we support brands at every stage of growth. The best packaging solution reflects your customer promise, fits your budget and runs smoothly through your fulfillment operation. Are you ready to optimize your packaging and fulfillment? Contact us for a complimentary supply chain consultation today.
