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A Publication for Trane Distribution Partners

Jason Bingham: Better Homeowner Experiences through Customer Journeys

Welcome to the President’s Blog! As we kick off the summer, it’s a great time to have a conversation about how we build a culture with a relentless focus on customer experience. But first, let’s explore this question:

HOW CAN A BUSINESS LIKE OURS TRULY KNOW OUR CUSTOMERS?

Homeowners, contractors and distributors are all important customers to us. When homeowners need a repair or a new HVAC system, they trust their local contractor (dealer) can find the right comfort solution for their family, quickly.

In turn, contractors rely on distributors and our District Sales Offices to provide them with the right products at the right time. They also need fast answers to homeowners’ questions about our products.

This means we need to know our contractors even better than they know themselves. But is that even possible? After all, contractors do their jobs every day. It seems they would know their own jobs better than anyone else.

Read more…

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