Why Suppliers Need to Work Together to Deliver Better Customer Service

Do you work in an interdependent environment, where suppliers can sink each other and you are often left with the customer screaming at you? The customer acquisition cost for everyone is just too high. On the other hand when the supply chain is working beautifully everyone wins. It is shown that satisfied customers add 15% to 20% to a bottom line, because acquisition costs lower dramatically, let alone the costs of correcting service breakdowns. In addition, employees love working for companies that pride themselves on service and the recruitment costs go down significantly as well. Destinations, airports, resorts, malls are all examples of highly interdependent environments. They absolutely count on each other and they can’t work in silos. They really need each other to deliver service well for all of it to work.

Have you ever thought of training or putting on an event where you could all learn together? As you are typically serving the same demographics, so it makes sense to align things. Interactive topics where attendees get engaged could include: trends, competitive analysis, service level standards, packaged pricing or cross-marketing opportunities. The list is endless and I love it when I get to do a needs analysis to develop the program to make it all happen. The results are fabulous and enable business growth for all.

As we all know the internet and social media – can pretty much connect us. Suppliers and clients, and even sometimes friendly competitors, often known as “co-opetition” can use this to their advantage. In the last several months, I’ve been fortunate to either be developing programs, delivering or attending an event for groups of suppliers who all work in an integrated, interdependent environment. The mystery shop results are amazing.

An Example of How Suppliers Can Learn & Work Together – Grand Cayman Aug. 15 2013
If you are a hotel sales & catering manager, tourism association, meeting planner, destination management company, airport, airline, incentive company or even a supplier at a world renowned destination, you may want to attend the SITE Florida/Caribbean Educational Workshop entitled “Destination Meets Incentive Travel 101” on August 15th, 2013 in Grand Cayman. This is in partnership with Cayman Islands Tourism. The attendees will be a cross-section of suppliers and the interactive content it directly focused on how attendees can explore ways to more synergistically work together to bring acquisition costs down and how to attract and retain more customers. For more information click here: http://siteflorida.tixclix.com/266?eid=22e2e15f2a79fa3b51179fda88d61dea

If your organization or association needs assistance in this area, send us an email to find out how we can help. info@elaineallison.com

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