Creating great customer experiences can range from efficiently solving customer’s problems to sponsoring trips to Hawaii. Redesigning distribution through customer experiences could involve educating customers about better alternatives to solve their problems (even the trip to Hawaii could be educational).
Positioning a demand center in the customer’s eyes as a center of expertise creates a dynamic where the customer seeks out the distributor for help with an indentified problem. Since many problems arise in other businesses, the distributor becomes a clearing house for solutions to their problem. A reputation of expertise could be a powerful magnet for customer engagement and retention.
HI Russ - great comments, as always. One way to reimagine a demand center is as a relationship center. In this way, the center would not optimize around demand and sales, but instead about depending relationships through collaboration, trust, etc. I'm working on that concept and will write about it in future editions.
Creating great customer experiences can range from efficiently solving customer’s problems to sponsoring trips to Hawaii. Redesigning distribution through customer experiences could involve educating customers about better alternatives to solve their problems (even the trip to Hawaii could be educational).
Positioning a demand center in the customer’s eyes as a center of expertise creates a dynamic where the customer seeks out the distributor for help with an indentified problem. Since many problems arise in other businesses, the distributor becomes a clearing house for solutions to their problem. A reputation of expertise could be a powerful magnet for customer engagement and retention.
HI Russ - great comments, as always. One way to reimagine a demand center is as a relationship center. In this way, the center would not optimize around demand and sales, but instead about depending relationships through collaboration, trust, etc. I'm working on that concept and will write about it in future editions.