Creating Positive Customer Experiences

On October 13, 2011, in HPF, Rogers Corporation, by juliann

At Rogers, we’re continually searching for new ways to enhance our customer’s experience with us and our materials.  We strive to be our customers’ trusted partner from new product development to materials testing and design to sales support.  In some markets this may mean partnering on additional testing required for a new product specification or aligning a customer with one of our Preferred Converters for manufacturing.

For example, in the PORON® Cushioning product line of our High Performance Foams Division, many of our customers are B2C driven and the value chain doesn’t stop with the automaker in Detroit or cell phone manufacturer in Suzhou.  Therefore we’ve continued to expand our services and support to help our brand partners leverage the “PORON® Performance Advantage” to end-users in retail stores across the globe.  By helping our brand partners improve the experience for their end customers, we strengthen the experience and truly add value for all parties in the value-chain.

Here are some ways we add value with our customers and partners:

1. Team Up for Events and Sponsorships

Many of our customers are in the sporting and outdoors markets, so teaming up with brand partners for events and sponsorships gives us a chance to see the end-products with PORON® Cushioning in action.  It also allows each side to have one-on-one feedback and interaction with athletes, spectators and brand enthusiasts. What better feedback can you get than from those who use your products on a daily basis?

For example, we teamed up Red Wing to give 2011 Lumberjack World Championship attendees a chance to win free boots, and when our neighbors at Dan Duquette Sports Academy said they were in need of new gear for their 2011 camp season, we were able to partner with Rawlings to provide the latest baseball gear with PORON® XRD™ Protection.

2.  Support Product Launches

From distributing PR to supporting social media campaigns and in-store displays to supplying hang tags/sewn-in tags, the launch of a new season’s gear is an exciting and important time for both our brand partners and us!  Rogers takes pride in being a long-standing materials innovator and we enjoy helping our brand partners educate end-customers about why products our products are superior to other cushioning and impact protective materials.  Sometimes it’s a Q&A on a new product development, an interview with an athlete or educating customers on impact protection standards in key markets.  Each brand partners’ concerns are different and we utilize a variety of resources to help spread the right product message.

3. Develop a range of sales tools to support our brand partners

We view our brand partners’ sales team as an extension of the Rogers’ sales team.  Therefore they deserve the same respect and tools to provide the best experience for their retail customers.  From product samples to technical data, we’ve aligned a number of tools to present the PORON® Performance Advantage in a variety of ways.  Demo kits, PowerPoint presentations, videos, banner and display imaging and product trainings are just some of the tools that are available.

Customer reactions to these initiatives have continued to be positive and we are always open to additional ideas for new tools and support materials that will help spread the news about our innovative products.

So if there’s a marketing or advertising initiate that you’re contemplating, please feel free to make a comment and let us know how we can help.

This post was written by Angela Walters, Consumer Product Specialist for the High Performance Foams Division at Rogers Corporation.



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