Employees who are eager to please often take on too much work, which is all the more reason for CEOs and other leaders to establish clear goals for their teams, writes Joel Trammell, CEO of Black Box Network Services. "Once an employee truly understands the mission and strategy, he or she has a powerful sorting tool for incoming requests," he writes.
Genuine Parts reported profit of $220.2 million on revenue of $4.72 billion in the third quarter, with both figures up from a year earlier. The company's industrial parts group also increased sales and operating profit from a year ago.
Leveraging technology to improve the customer experience is the focus of Ingram Micro's digital transformation, says Tom Peck, chief information and digital officer. "What we are ultimately after is a frictionless channel where our customers avoid delays, obstacles, or manual touchpoints that disrupt their experience," Peck says.
The end goal for all business-to-business e-commerce brands should be a frictionless experience for buyers, Scott Costa writes. Companies should be looking at Amazon to emulate the customer experience rather than worrying about Amazon as competition, he argues.
Distributors need to be present on LinkedIn and Facebook and should also consider Pinterest and Instagram, writes Susan Merlo. Consider how your content benefits customers and whether it's educational or tastefully humorous.
Software, traceability and employee training are just some of the challenges cited by manufacturers, contractors and other companies trying to profit from after-sales services, writes Charles Rathmann of IFS. "Only by assigning reverse logistics' mission critical importance will organizations be able to capitalize on aftermarket services, keep to regulatory constraints, and meet evolving customer expectations," he writes.
Amazon has been the target of high-profile, costly fraud from customers abusing return and replacement policies. A recent case involves a man who allegedly committed about $230,000 of fraud against Amazon through hundreds of fake accounts.
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