The Long Haul

Higgins, Kevin T.
September 1997
Marketing Management;Fall97, Vol. 6 Issue 3, p4
The article presents an interview with R. Bruce Simpson, chief executive officer of door-to-door delivery firm Roberts Express Inc. Simpson has shared his approach to superior customer service. When asked on what distinguishes Roberts's service niche, he said that the firm's slogan is non-stop, door-to-door any time, any place, it delivers sensitive, time-specific, critical shipments. According to him part of the company's strategy is to absolutely delight the customers. He also explained that the technology behind the firm's edge is Customer Link, making delivery through the customer assistance teams difficult to duplicate. He has also shared his background which has relevant impact on his marketing strategy.


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