Without customers, there isn’t much of a reason to be in business. For manufacturers, there are many factors that come to play when meeting customer needs. Whether it’s a merger, or the business wants to improve customer interactions, there are books available to help through the customer service process. We have two books that discuss these exact factors, How Mergers Affect Customers and The Superior Customer Experience: A Guide to Building Customer Relationships and Sustaining Customer Loyalty.
Manufacturing benefits from customer service. While manufacturers may be distracted by all the work into improving efficiency, most strategies are actually customer focused. For example, Agile Manufacturing is used to meet customer needs as soon as they’ve made an order. This type of manufacturing is highly responsive and is aimed at making products upon requests. Even Lean Manufacturing aims to produce the right amount of goods based on customer demand.
How Mergers Affect Customers
by Jason Davis
Mergers and acquisitions in the aerospace industry within North America had a strong expansion in 2011 with a 20% increase in the number of transactions from 2010. The United Technologies Corporation acquisition of the Goodrich Corporation gave them a larger portion of the commercial aerospace product and services sector, but what effect did that have on their respective customers?
To answer this question, we need to review large historical purchases in this sector. When we did, the results were surprising!
The Superior Customer Experience: A guide to building customer relationships and sustaining customer loyalty
by April Kelley
With greater options than ever before, consumers are demanding more than just an excellent product. “The Superior Customer Experience” is for every front line team member.
It gives concise explanations of:
- Establishing relationships with your customers
- Keeping them engaged and loyal to your brand
- Understanding the motivations and desires of those customers
- Using customer loyalty and retention as a measure of your success
- Methods to truly satisfy customers, providing them with a superior experience
When you apply what is covered in the book, you will gain the perspective you need to shape the way your customers view your organization.