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Machinery and Equipment MRO
September 2020
COURAGE TO TRANSFORM AND CHALLENGING THE STATUS QUO In a dynamic competitive environment, standing still, means falling behind. BY MELISSA SCHMIDT
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larly, which places their experience in the driver’s seat. As customers adapted their business models to remain competitive,
Finning (Canada) would need to do the same. The feedback was clear, customers were counting on Finning (Canada) to
Photos: PEMAC
or a service organization, a consistent customer experience may be rewarded with customer loyalty, important in a competitive market. Courage to challenge traditional long held beliefs and a historic operating model has helped Finning (Canada) undergo a transformation that improves the customer experience, while remaining agile for a quick response required for customers who navigate cyclical demand. Customer feedback is captured regu-
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2020-08-28 10:52 AM
