In this age of uncertainty, one thing remains certain: Things are as tough and confusing for your customers as they are for you. Like you, they’re looking for an edge. They’re looking for a way to make things easier, to cut through the clutter, to do their jobs and stay in business, and maybe even […]
The art and science of customer service have become increasingly rare in American commerce. Any one of us can recount stories of poor—sometimes outrageously poor—customer service that not only left us frustrated but also engendered resentment toward the company that appeared to care so little about the customers who generate its profits.
Let’s review a fairly […]
Where all this began for me: Long before I earned a PhD or began working with wholesale distributors, I learned a lot about the power of connecting with customers growing up in a tiny town in rural North Carolina. My father, a country banker in the hamlet of Sunbury (in Gates County, North Carolina), saw […]
Providing Concierge Customer Service can seem like a daunting, resource-intensive project. Why would you want to implement this sort of system in your business? What are the benefits of Concierge Customer Service that make it such an effective tool for retention and satisfaction?
The truth is that most companies are bad at customer service, but by […]
The nature of sales has changed. Face-to-face sales in distribution are not as common as they once were. We’re finding that more and more these days, those kinds of direct transactions are no longer a dominant means of selling a product or service. When there once was a time when a sales team was the […]
In a recent discussion with Randy MacLean of WayPoint Analytics, we examined the changing realities of messaging and marketing, and how things are changing so quickly. In the distribution industry, the need to communicate with your market hasn’t changed, but the avenues of communication and the audience have changed, giving rise to a lot of us […]