What are the 6 Biggest Challenges and Changes Facing You in the New Economy?
5) The traditional Supplier - Distributor - End Buyer supply chain is breaking down. The new distribution model is Manufacturer - Supplier - Distributor - Buyer - End User. Globalization and the internet has slaughtered the sacred cows that we worshipped and dramatically coded and cloaked in secrecy. In a world of transparency, the ABCs of promotional products has been laid bare. Each member of the supply chain must define their value proposition, add value, provide relevancy, solve problems and earn their profit. Simply sourcing product is not a competitive advantage in the current business environment.
6) What happened to customer service? What if I have a question that your automated telephone menu doesn't address? Why do you leave me screaming "Representative!" at my phone? Why doesn't your website have a way to reach a real live person? The answer, of course, is in the previous issues. Cutting costs often means cutting customer service. We're in a time-sensitive business and we want answers right now. We need answers because that is part of our value proposition to our clients. My job is to make my client look good. Your job is to make me look good. We need good customer service to do that. (And we need to be willing to recognize the value, pay for and be loyal to where we receive it.)
I'd love to hear your comments. What challenges or changes have I missed? How to rank these in terms as the impact on your business? What are you going to do about it?