The importance of reputation and how to use it to attract and keep loyal customers.
It has been stated that customer experience is the source of all competitive advantage. And yet, in today’s digital and everchanging world, continually developing best-in-class customer experiences is no small feat, particularly for small and medium-sized companies. In this presentation, Andy will explore how a company’s values play a role in the development of their customer experiences, and how this, and the brand that they embody, can result in long-term customer loyalty. The presentation will specifically focus on New England Biolabs’ approach to these challenges in the life sciences market and how NEB is evolving to address them in today’s digital world.
Andy joined New England Biolabs® (NEB®) in 2009, having previously worked in a variety of R&D, marketing, and senior management positions at Amersham, GE and Promega. As Executive Director of Marketing & Sales, Andy is responsible for the development and implementation of NEB’s commercialization strategies and tactics, including the disciplines of market research, product management, channel and order management, sales, digital marketing, and scientific and marketing communications. NEB’s Marketing, US Sales and US Customer Service teams all report directly to Andy, giving him the opportunity to continually enhance the NEB customer experience in the US market.
Andy is also the NEB representative at the Analytical, Life Science & Diagnostics Association (ALDA) Executive Management Meetings, and is a board member of the Association of Commercial Professionals - Life Sciences (SAMPS), now SAMPS.
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