The Customer Journey

Posted by Steve Whittington on Oct 6, 2015 3:49:32 PM

As I look at the retail landscape I see retail failing to meet customer expectations.  The reasons are many: the customer can now educate themselves better than most in store representatives.  The retail store is limited by the brands they offer versus the brand that a customer may want. The store in of itself is inconvenient, you have to travel to a location on your own time often off route. Layer on top of this average customer service at best it is easy to understand why customers are trying to go direct to brand or  heading to e-commerce  in ever increasing numbers.

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Topics: customer behaviour, customer life cycle, Customer Series, Customer Service, customer focus, Customer Journey, Blogs

What would you buy?

Posted by Steve Whittington on Aug 9, 2013 2:53:17 PM

Flatdeck Trailer Line up Flatdeck Trailer Line up

It was a hot day; I had just finished walking the customer through our good, better, best line of flatdeck trailers. He seemed impressed by a couple of the units in fact he commented “I am not sure what I want now….what would you buy?”. I thought about it briefly and then gave him an honest answer.

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Topics: buying process, customer behaviour, marketing, marketing research, Sales process, Blogs

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