It is important to see everything you do in a company through the eyes of the customer.
In the end of all our marketing activities of web site, data sheets, video presentations, quoting, sample making, factory visits or trade shows the customer must win, and I believe having this empathy for the total customer experience is what makes us different and ahead of the competition.
So understanding that customer relationship is uncertain and has to be won time and time again means that you have to understand what the customer wants each time contact is made.
Every contact point between the customers and your staff from the web site, receptionist, sales professional, customer service and service personnel has to be aware of what experience they will have.
The future is getting our technical news out quickly to the customer and leaving them with the information and the feeling that we are the correct solution and the best value for them.
It's all about a good customer experience!
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