TITLE

The Long Haul

AUTHOR(S)
Higgins, Kevin T.
PUB. DATE
September 1997
SOURCE
Marketing Management;Fall97, Vol. 6 Issue 3, p4
SOURCE TYPE
Periodical
DOC. TYPE
Interview
ABSTRACT
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.
ACCESSION #
9712195369

 

Related Articles

  • Crossing the 'Zone of Indifference.' Finkelman, Daniel Paul // Marketing Management;1993, Vol. 2 Issue 3, p22 

    Investments in customer satisfaction and retention can and should be subjected to the same rigorous cost/benefit analysis used in capital decisions. To make these investments pay off, managers must acquire a deep understanding of the strategic breakpoints in the relationship between customer...

  • Beating the system. Simmons, Mike // Smart Business Chicago;Jul2009, Vol. 6 Issue 9, ps22 

    The article focuses on the business strategy initiated by Mike Simmons as president and chief executive officer (CEO) of T2 Systems Inc. in the U.S. Accordingly, he has realized the significance of the company's staff reorganization so as to manage growth and achieve level of customer...

  • The service1st programme at Bank of Ireland. Etherington, Lyn // Journal of Database Marketing & Customer Strategy Management;Mar2009, Vol. 16 Issue 1, p4 

    The article presents a case study on the effort of the Bank of Ireland to improve its relationship and service for customers. It relates that the service1st programme established by the bank's chief executive for Retail Banking has been successful in addressing the emerging concerns on customer...

  • CUSTOMER LOVE. Kavanagh, John // BRW;6/1/2006, Vol. 28 Issue 21, p46 

    The article reports on the improved strategy in banking customer relations by the big bank's chief executives in Australia. In this time where competition is tough, they have decided to turned their customers into advocates. As a result, customer satisfaction has become the banking industry's...

  • Downward slide. Koury, Fred // Smart Business Cincinnati/Northern Kentucky;Mar2009, Vol. 5 Issue 2, p4 

    The article focuses on the lack of customer service among companies which is conceived to be a reflection in the society. According to the article, it means that companies must begin their service training at the more basic level since it cannot be assumed that an employee will know that the...

  • Investment in customer advisory programs helps build business. Dorfman, Sherri // Marketing News;5/1/2005, Vol. 39 Issue 8, p22 

    Discusses key factors in investing in customer advisory programs for companies to increase customer satisfaction. Selection of program participants; Establishment of expectations of the program; Engagement of customers in company strategy; Delivery of mutual benefit for the company and the...

  • RELATIONSHIP ADVICE: Good ethics can help you avoid the pitfalls of manager/vendor relations. Pharr, Karen // Journal of Property Management;May/Jun2010, Vol. 75 Issue 3, p10 

    The article discusses how to help avoid pitfalls between manager and vendor. First, if the job requires someone with more experience, use the vendor best suited for the project. Next, there must be a quick remedy to uncertain situations when dealing with vendors. Lastly, the review of contracts...

  • Bread, sugar 'n milk vs two Ferraris. MEREDITH, BRIAN H. // NZ Business;May2013, Vol. 27 Issue 4, p63 

    The article discusses marketing strategies for both retail and online outlets. It suggests to know and understand the customers. It recommends to connect with the customers and to serve the customers. It advises to support the customers and to invest in the customers. It suggests to retain the...

  • Tech Tools Can Bolster Customer Service. Lowe, Chuck // National Underwriter / P&C;3/19/2007, Vol. 111 Issue 11, p27 

    The article reports on the relationship of customer service and technology in the insurance industry. Many agencies that are considered to provide the best customer service to its clients are also the agencies that offer the benefits of the latest technology. Through the latest technology,...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics