Randy MacLean works in distribution. His perspective on five things customers want and how to deliver them is applicable anywhere in the animal health supply chain.
He believes customers are affected and influenced almost exclusively by:
- Availability
- On-time delivery
- No product failures
- Smooth (and short) interactions
- Acceptable price
Source: Modern Distribution Management, February 12, 2021. Link. Total customer experience determines customer loyalty and market share. You get advantage in your market by executing above your peers on these five items.
INSIGHTS: Don’t dismiss articles outside your normal purview. MacLean’s top 5 apply to almost any business delivering products or services.