A Flood of Delivery Questions As Electronics Meets Furniture in Vegas Market

A great example of the interest in delivery solutions at the Las Vegas Market is the conversation we had with Furnitech. FurniTech offers a spectrum of online options of furniture for high-end electronics.

While at the Las Vegas Market Design Center, Manna representative Troy James spoke with Eric Shupack, president and CEO of FurniTech about the challenges of delivery and customer satisfaction from time of the purchase click to the time the customer is using their purchase. Shupack is using Manna for White-Glove, High-Speed delivery and installation.

That gap between purchase and waiting should be filled with communication and valuable information to the end user. Manna advocates status updates on shipments and even a call ahead of time from the driver on delivery day. These are the kinds of best practices we have seen work across the country. They go a long way to instill customer loyalty.

Here are some examples of comments by customers that have purchased big ticket items online

By KG in Michigan, July 10, 2010

“The entire process was outstanding! From the moment I made initial contact with the Company, to the time the mattress was delivered, ALL involved were thorough and professional. Nothing needs improvement! The delivery company was GREAT!! Thank You!”

By JRS, June 26, 2010

“The entire delivery process, from beginning to end, was a great experience. From the efficient use of e-mail and internet to schedule the delivery, to access to shipping status, to the actual delivery by a courteous, professional and helpful driver/delivery man, the entire process was outstanding. This is the first time I’ve purchased major appliances (convection wall oven, microwave/convection and trim kit) over the internet, but the entire process was so pleasant I won’t hesitate to do so again…at least involving the same on-line retailer and shipping service. Great experience!”

Vegas Market Brings Home the Theater

Consumers are settling in to an economy that is bi-polar. Economists report shopping patterns unlike other times in the nation’s history. While many consumers are shopping around for daily savings like toothpaste and toiletpaper, high-end items are making a come back. Example, Mercedes-Benz is having a record breaking year compared to last, up 25% so far. HDTV sales, during the lowest parts of the last two years, grew a whopping 189% according to Nielsen

The Las Vegas Market was the place to be in the middle of the trends around digital and furniture. The home theater is where all of it comes together. State-of-the-art electronics and furniture to relax and even stimulate the senses. Manna representatives were at the Vegas Market meeting with leaders in the industry. A topic of discussion was White-Glove, High-Speed delivery, along with installation. While consumers will save for high-end

purchases, it doesn’t mean they have a blank check (or limitless credit card). Manna’s Dave Berghuis met with Bruce Tucker & Peter Goldstein of Interiormark and their website Theater Seat Store

Logistics is an area of growing interest in the furniture industry. It’s part of the efficiencies that the electronics industry has implemented in the last decade. Home theaters are a mix of large ticket items and a degree of sophistication required for installation. This is an environment where consumers benefit from the added value of delivery options that include product expertise, speed, and labor to get the products from box to being ready to enjoy.