By Rosemary Coates
With few exceptions, the carrier company is considered as a "necessary evil". Servicing items, once they are bought and in consumers' palms, is usually missed and will be a resource of purchaser dissatisfaction and revenue loss. This pondering leads to neglected possibilities to transform shoppers into advocates and to generate major enterprise revenue.
Complicating box carrier operations is the worldwide nature of industrial – the place your shoppers are, the place your items are synthetic. Sourcing international components, coping with the components provide chain and the funding required are the issues that hold managers up at evening.
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These companies are able to acquire and keep good customers, who buy the company’s products and serve as advocates with other potential customers. In a virtuous cycle, loyal customers provide consistently higher-margin revenues that successful companies use to field constantly improving products, provide outstanding service, reward employees, and generate excellent returns for their shareholders. How do you turn a good customer into a loyal customer? Of course, you must market great products and solutions.
It is also about getting your prospects to see you as the company that provides the best solution to their problem. To build this kind of brand recognition and respect takes time and focused effort. Your reputation for fast, efficient, and high-quality service will win many customers and keep them coming back over many years. Your brand resides within the hearts and minds of existing and prospective customers. It is the sum total of their experiences and perceptions with your company whether through direct experience, word-of-mouth referrals, or advertising.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates