Difference Talks Building 100+ Years of Customer Loyalty With Jonathan Randall
Jonathan Randall, President of Mack Trucks, discusses the importance of customer success and how Mack differentiates itself in the market. He also talks about a key moment in his career when he had to rally his team to believe in change and achieve success. Mack Trucks focused on creating a positive customer experience by involving all employees in the process and giving them the authority to make decisions. By enhancing the customer experience and working closely with their partners, they were able to increase their market share and become number one in the premium category.
Takeaways:
- Mack Trucks has remained successful for over 100 years due to the loyalty of its customer base and its focus on customer success.
- The trucking industry is evolving, and Mack Trucks is investing in technology and solutions to meet customers’ changing needs.
- Giving employees the authority to make decisions enhances the customer experience.
- Working closely with partners can lead to growth and increased market share.
About Jonathan Randall:
Jonathan Randall was named president of Mack Trucks North America in 2022. He has over 25 years in the commercial vehicle industry, including working for 12 years at Daimler Trucks North America, where he was director of marketing at Freightliner Trucks and later director of sales and marketing at Freightliner Custom Chassis.
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Where to find more: https://www.linkedin.com/in/jonathan-randall-9930452/