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Room for Improvement in Service

Published November 14, 2005
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l Gaps exists between service from marketers to retailing partners and direct sales representatives, including responsiveness to retailer’s requests, and pricing and promotions, according to Beauty Retailing 2002: the struggle for retailing success by Kline & Co., Little Falls, NJ.
“We were surprised to find such a disconnect between retailers’ expectations and some marketers’ performance in a few important areas,” said Carrie Bonner, Kline consumer products practice project manager. “This seems to indicate that these marketers aren’t focusing on retailers’ key concerns, or maybe that retailers aren’t communicating these concerns clearly enough.”

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