We are obtaining data about the relationship between our channel partners and customers that we never had before. We also get actual customers to answer the questions we want them to by promising to improve their experience with us. We monitor every space they go to on our Web site. Andre Papaleo says the Internet has completely altered the way companies do business. For one, the relationship between manufacturers and cunsumers has changed tremendously.
Consumers have more choices, and companies are obliged to become more responsive.
The change is particularly significant for a company like Carrier, which traditionally has not had a lot of direct contact with its consumers. Now the Web has enabled the company to have direct communication with the people who buy its products. This is a great opportunity, both from a marketing and product-development standpoint. Never in the history of the modern economy have companies had such an opportunity to know their customers better. This opportunity has also brought its share of challenges.