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Fresh Paint and Zip Ties: Finishing Touches Matter in B2B Service

I recently asked the manager of a truck service shop how the feedback from our voice-of-customer research had helped her improve her operations. I suppose I shouldn’t have been surprised, but after a thoughtful pause she looked at me and said “paint and zip ties”. I laughed at how far off the mark I’d been with my assumptions.

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Watch the Customer Service Expectations When Launching New Technology

I recently took a trip to from Charlotte to Santiago, Chile.  My wife and I landed in Miami to connect to the flight to Santiago.  While waiting, I noticed that the plane parked at our gate was a Boeing 787 Dreamliner.  Though riding a plane for more than a few hours is not something I relish, I was excited to ride this plane.  Even with the plane’s initial problems it promised to make the flying experience far better.  The plane promised more headroom, more cabin comfort and, in general, just a better flying experience for the customers.  More expectations were literally “sky high.”

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The Value-Added Distributor: Present and Future

In many business-to-business markets, value-added distributors are used to get products to the end-user. Well-known companies such as Grainger, Fastenal, and Ferguson Supply are examples of distributors that offer a broad range of products to a wide variety of industries. Such companies are typically non- or low-valued added distributors. They stock inventory from a variety of suppliers, market it to the end customer and typically provide product delivery.