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.
Troy James of Manna and Eric Shupack, president and CEO of FurniTech
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!”
The Las Vegas Market.
It’s the “Big Show” of the furniture world, or at least since High Point, but let’s face it, Las Vegas Market has a lot going for it, namely great furniture showcases and discussion panels. This year will be a pivotal one for the furniture industry. As I am writing this post I’m listening to a roundtable of “experts” on CNBC talking about indicators that the economy is starting to come back. A variety of sectors will impact furniture sales including housing, remodeling, hospitality and banking. Examples are Ryland homes reported closings up 30% and Hilton is reporting a rise in occupancy rates across brands.
Manna Distribution Services representatives are meeting with furniture manufacturers and retailers at the Las Vegas Market to get the pulse on the industry and talk logistics.
In addition to being on the ground in Vegas, we’ll be watching comments online, there are more than a thousand followers of the World Market Center profile on Twitter also the topic #LVMkt is a collection of Tweets about the Las Vegas Market.
At the High Point market in April furniture makers were raising prices for the first time since the recession. Higher prices from Asian manufacturers and trans-pacific shipping costs were the reasons they gave for the price hike.
Meanwhile, Manufacturing.net reported furniture retailers are looking for ways to better serve the customer with added value and remain competitive. That is the ideal retailer to speak with Manna as they are looking to reduce lost sales due to remorse returns and painfully slow transit times domestically to the consumer. Manna’s high speed, white glove delivery can keep furniture retailers competitive while helping to reduce back room costs.
To schedule an appointment and discuss better transportation options for furniture manufacturers and retailers email info AT Manna DOT com
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August 10, 2010 12:35 pm | 
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