By Ivan Moore, COO, Jolt Consulting
As manufacturers recognize that happier customers equal higher profits, customer experience is becoming a critical competitive differentiator.
For the past decade, manufacturing companies have focused on elevating the service side of their businesses to exceed ever-increasing customer demands and create competitive differentiation — and that’s not about to change. According to a Salesforce report, Revolutionizing Customer Service in Manufacturing, 74 percent of manufacturing executives believe that services will be their primary source of profits within the next decade.
