Author Archives: Bart Schwartz

Just Because Your Company is Small Doesn’t Mean Your Customers Expect Less

Last week I was explaining to a potential member of our Industrial Channel Research program how we will compare their quantitative ratings to the ratings of the other industrial manufacturers in the program.   About halfway through the conversation, the … Continue reading

Building Your Brand, Customer feedback, Industrial Manufacturers

A Poor Customer Experience can be an Opportunity to Make a Good Impression

Last year I decided to get more serious about exercise.  As any wise middle-aged man does, I chose to focus on an aerobic activity where I’d move very fast in traffic with limited ability to stop:  In-line skating. I got … Continue reading

Building Your Brand, Customer Service, Industrial Manufacturers ,

ICR – Making Surveys Less Intrusive

A good portion of our Industrial Channel Research (ICR) program relies upon surveying the distributors and customers of our member industrial manufacturers. We know surveys can be time consuming and tedious, but people complete them because they know their feedback … Continue reading

Channel Partner Feedback, Consolidating Surveys, Distributor Feedback, Distributor Management Best Practices, Industrial Manufacturers , ,

Unsolicited Feedback can be Great, but it has Limitations

I was recently talking to a manufacturer’s CEO about the prospect of his company becoming a member in our Industrial Channel Research (ICR) program. He strongly embraced the idea of getting feedback from the marketplace; but said that his end … Continue reading

Channel Partner Feedback, Customer feedback, Distributor Feedback, Indirect Channel Performance Benchmarking, Industrial Manufacturers , ,

Getting Customer Feedback You Can Actually Use

Getting customer feedback is easy these days… find an online survey tool, create a survey, send it to your contacts or a rented list of contacts and compile the results. Getting useful customer feedback with minimal effort, on the other … Continue reading

Channel Partner Feedback, Customer feedback, Distributor Feedback, Industrial Manufacturers , ,

Manufacturer Marketing Programs – An Excuse to Show-Up

As I mentioned last week, the manufacturer members of our Industrial Channel Research program just completed a large-scale survey of their channel partners’ sales people. In this recent survey those channel partner sales people were asked to evaluate their supplying … Continue reading

Channel Partner Feedback, Distributor Feedback, Industrial Manufacturers , ,

Differentiation: It Needs to be a Priority

We have just completed a successful Industrial Manufacturers Channel Partner Sales Survey for 20 of our Industrial Channel Research (ICR) members. I’ve spent the last few days evaluating feedback we received from sales people of their channel partner distributors. As … Continue reading

Channel Partner Feedback, Distributor Feedback, Indirect Channel Performance Benchmarking, Industrial Manufacturers ,

Distributor Advisory Councils need not be expensive to be effective

One of our new survey participants received feedback from its distributors (through one of our surveys) that they don’t provide adequate mechanisms for distributors to provide input.  I suggested that he put a Distributor Advisory Council (DAC) in place.  A … Continue reading

Channel Partner Feedback, Distributor Feedback, Distributor Management Best Practices, Indirect Channel Best Practices

To Private Label or not to Private Label… That is the Question!

“One of my distributors asked us to manufacturer product under their private label brand.  Should we do it?” At some point, many industrial manufacturers will be faced with this decision.  And, unfortunately, there is no one-size-fits all answer.  It depends … Continue reading

Industrial Manufacturers, Supplier improvement

Poor contact management could be giving your competitors a leg-up

One of the most interesting responses I hear from industrial manufacturers when I approach them about participating in Industrial Channel Research is that they’d really like to participate in the program to get comparative feedback about their company; but they … Continue reading

Channel Partner Feedback, Distributor Feedback, Distributor Management Best Practices, Industrial Manufacturers, Supplier improvement