Premium Commentary & Analysis
Every motion you make in your business sets the tone for the ultimate performance of the supply chain. Whether you are a manufacturer/service provider shepherding the genesis of the supply chain or a reseller/distributor working bi-directionally within the supply chain, success hinges on advanced collaboration in order to deliver on customer expectations. Preston Herrin takes our annual look at trade brokering and distributing.
Wednesday, February 10, 2021
Continue reading your article
with a WhatTheyThink membership.
Less than $4/week.
Get unlimited access to in-depth commentary and analysis covering the latest trends, emerging technologies, operational strategies, and key events across every segment of today's printing industry.
Stay informed. Stay competitive. Stay ahead.Preston Herrin is a growth and performance consultant. He has enjoyed a successful leadership and executive management career spanning the manufacturing, e-commerce, software, and logistics sectors.
10 Things PSPs Should Consider Before Adopting Robotics: What You Need to Know to Begin the Journey
Why Highly Targeted Communications Make Digital Print Essential to Modern Marketing
Wide Format in 2026: How Technology Is Reshaping Competitive Advantage
The ultimate goal of customer experience management (CXM) is to establish greater customer stability and loyalty resulting in predictable, sustainable company growth. In every customer relationship there is a time when promises made must become promises kept. Preston Herrin explains how your entire team should be acutely focused on correctly establishing, measuring, and delivering on the customers’ expectations. Read More
Customers seek an immersive experience orchestrated by authentic people that consistently delivers. Do this well and you will build long-lasting, predictable customer relationships. Do this poorly and the discontinuity of an unpredictable experience will churn customers out of your portfolio. Contributor Preston Herrin evaluates two types of customer context: “New” and “Nurtured.” Read More
Today, change is happening at an unprecedented rate, and this hyper-change has become a new operating reality for businesses. Customer experience management has matured at the right time to be starkly relevant to business relationships navigating the pressures of hyper-change. Contributor Preston Herrin explains how to use a professionally designed Voice of the Customer survey to gather actionable information about your customers’ experience. Read More
How do you evolve your business and imbue your culture with a customer-centric ethic that actually modifies your organizational DNA? Preston Herrin offers four steps to becoming a customer-experience-driven company. Read More
The gap between early adopters and laggards continues to widen. Weighed down by the technical debt and disconnectedness of legacy systems, many print companies are investing precious capital and time in course-correcting their technology strategy. B2B customer expectations of user experience are increasingly blurred with the B2C ease of online shopping. Thus, the print service providers who can tightly align with emerging customer expectations will own the future. The answer to this growing problem is to establish a new agility within your operation. Read More
