Episode 302: Crafting an Exceptional Customer Experience with Gemline CEO, Frank Carpenito
All things being equal, whether you’re a supplier or a distributor, customer experience is the biggest differentiator.
In this industry, you can have great products, phenomenal marketing and branding, and a stellar team, but if your customer experience is not exceptional along every touchpoint of the client’s work with you, you won’t be remembered, and the brand that gets remembered gets bought.
Frank Carpenito was a five-year board member on Gemline’s board of directors, and he loved the company so much that he wanted to help lead it; in 2019, he became President and recently was promoted to CEO and is now responsible for the day-to-day running of the business at Gemline.
Frank spent three decades in consumer products industries, and today we talk about the difference between that experience and what he’s learned working with our industry, plus we get insight into two key areas Frank’s passionate about:
Creating an exceptional customer experience, why it’s absolutely crucial in this business, and tips on how you can revamp yours.
Gemline has been a leader in sustainable product and business practices, but they are really setting a new precedent with their partnership with AWARE, which traces products from their original production all the way through the supply chain. Why is that important? Customers want to know where their product is made and the impact along the way. With Gemline’s new traceability program, you can now see that progress at every step from mill to manufacturer, to brand, to client.
Join us as we chat with one of the most respected brands in the industry!