June 9 9:15-10:00am
Beyond the Loss:
How Cargo Theft Impacts Brand Trust, Customer Experience and Revenue
Cargo theft is often viewed as an operational or security issue, but its ripple effects extend far beyond the loss of freight. This session explores how cargo theft impacts brand trust, customer experience and revenue and why marketing and sales teams play a critical role in mitigating that damage. Attendees will learn how theft-related disruptions influence customer perception, confidence and long-term loyalty, even when handled “correctly.” The presentation will outline how marketing and sales teams can partner with operations and claims teams to communicate clearly, protect brand credibility and maintain customer trust during high-risk events that requires strategic communication, not just an operational response.
Key takeaways:
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A clearer understanding of the brand and revenue implications of cargo theft beyond the immediate financial loss.
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Practical guidance on how teams can support customer communication during theft-related disruptions.
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A framework for aligning marketing, sales and operations to preserve trust and credibility when incidents occur.
Meet the speakers
Matt Wagner
Chief Sales and Marketing Officer, Jarrett Logistics Systems
Matt Wagner has more than two decades of expertise in business development and sales management, specializing in supply chain management solutions. As Chief Sales and Marketing Officer at Jarrett, he is responsible for developing the sales and marketing strategy and execution to drive new business growth and brand awareness.
In 2007, he began his logistics career with Jarrett as a Manager of Business Development. Following this, he honed his skills further during a six-year tenure as Client Solutions Director at Transportation Insight, before ultimately returning to Jarrett in 2016 as Vice President, Sales & Marketing and was promoted in November 2022 to his current position.
Matt earned his certification as a LEAN Green Belt through Total Insight in November 2012, further solidifying his proficiency in driving operational excellence. Matt holds a Bachelor of Science degree in Business Administration from Ashland University.
Mark Gordon
COO, Jarrett Logistics Systems
Mark Gordon- Mark Gordon was promoted to Chief Operating Officer at Jarrett, where he is responsible for overseeing the company’s logistics operations and driving strategic initiatives to ensure operational excellence. Previously, as Vice President of Logistics Operations, Mark led the day-to-day activities of the JLS Routing Center, playing an integral role in the growth and success of the company’s logistics functions.
Mark has been a cornerstone of Jarrett since 2010, when he joined as Lead Logistics Coordinator. His leadership and expertise quickly earned him multiple promotions, most recently serving as Director of Logistics Operations from February 2016 to January 2022. Prior to joining Jarrett, Mark gained valuable experience as a Group Leader at Target Corporation, where he managed teams at the West Jefferson Distribution Center, developing his skills in large-scale operations and team management.
Mark holds a Bachelor’s Degree from Wittenberg University and a Master of Business Administration (MBA) from Capital University, providing him with the operational, strategic, and leadership skills needed to excel in his role.