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.
Cimpress hosts on-site workshops each year where employees can share ideas and production insights with management, writes Gianni D'Angelo, an assistant plant director. "Cimpress has become a $2.5 billion revenue company in no small part by giving employees a voice in the way the business is run," writes D'Angelo.
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