Where B2B brands win and lose on customer retention

Almost 25 years ago, my wife and I were in the market for a new car. Our family was growing then, and we needed a bigger vehicle to get everyone from point A to point B. Rather than go and walk car lots and have to fend off hungry car salespeople, a friend of mine gave me the name of a broker. He assured me this guy would make my car buying easy and painless. 

The next day I called the broker and gave him all the details of what we needed, even down to the color, make, and model. He told me he would call me back in a few days. As promised, a few days later, he called and told me he could drop ship our brand-new Dodge Durango to a dealer nearby for a small upcharge — I was sold. My friend was right. It was easy and painless. 

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