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drinks Yearbook 2010

  Level 15 461 Bourke St Melbourne Vic 3000 Australia P 1300 724 936 F 1300 658 834 www.clutch.com       m.au drinks yearbook | 129 Chart 1: Account manager and national manger profi les Chart 2: Discoverers - 2009 and 2010 Chart 1 above shows the profi les of supplier representatives taken from the most recent mirror survey. The key insights stemming from this report are: • The cross section of supplier mindsets and the extent to which these different forms of thinking can change the way we do business. • How supplier perceptions can impact our ability to adapt to varying customer needs. • The industry-wide level of dissatisfaction with future strategy and strategic direction. • The importance of anticipating and adapting to varying customer needs and beliefs. • How Mindsets are driving shifts in supplier feedback in the LMAA Liquor Industry Feedback Programme. As an example, chart 2 shows the presence of one of the customer segments (Discoverers) by channel. As the various customer and supplier segments are explored through the report it is perhaps not surprising that we fi nd signifi cant variations across the different channels and categories. LMAA members tell us it makes sense and even that some of these variations are common sense, and the short answer is, it should be. Critically however, if this report is intended to serve one primary purpose, it is that we ask ourselves the following question: If I know my customers have different expectations, how are we preparing, training and supporting our teams to adapt to these expectations and satisfy these customers better than our competitors? For more information contact Scott McLaughlin on 03 9602 5099 or visit www.clutch.com.au . © 00000 Clutch Pty Ltd. ABN 86 061 326 029. AAll rights reserved in all medi


drinks Yearbook 2010
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