1 – Has manufacturer support gotten stronger or weaker over the last 10 years?
An overwhelming 82% of respondents told us it has weakened in the last decade, with the number one complaint being far less face-to-face communication with manufacturer reps. Placing a very close second on the complaint list for why retailers feel it has gotten weaker was less and less attention being paid to the photo specialty channel.
2 – What area do you need the most support in from imaging manufacturers?
No surprise to see training and education show up as the number one area dealers claim they need the most help in, as 50% of those that responded listed this area. Twenty percent also told us, as we mentioned in Question #1 as well, that they feel the photo specialist isn’t getting enough attention.
3 – Are you getting more face-to-face time with manufacturer sales reps today or less time?
Well over 90% of respondents told us they receive far less face-to-face time with reps today. Once again, the general feeling was that the photo channel is losing out to the Big Box chains when it comes this area.
4 – What support areas have the manufacturers you deal with on a regular basis excelled in recent years?
Unfortunately, Over 25% of those we surveyed told us “none,” but among those that did cite an area that has been good, the Internet was apparently where it was happening. The technology behind the products was also cited by some as being “excellent.”
5 – What support areas have the manufacturers you deal with on a regular basis preformed poorly within recent years?
Once again, based on what you’ve read to this point, no real surprise to discover that approximately one-third of respondents said that they feel the Big Box chains are tended to first. Education/Training was also cited as lacking from just under 30% of those that responded.
6 – Using a scale of 1 (not important at all) to 5 (extremely important), tell us where manufacturer support ranks with regard to importance to your success as an imaging retailer?
Over 88% told us it was “extremely important” and equally as telling was the fact that 0% felt it “wasn’t important at all.”
7 – Are you finding that distributors are becoming an important part of the support chain for your business?
Approximately 77% told us that distributors have indeed become an important part of their business.
8 – Briefly tell us how today’s distributors are supporting your retail location?
Over 25% responded that support from distributors is just about the fact they are “there for the photo channel” and another 25% cited the wide variety of product they have access too through distributors. Industry/Product knowledge also scored high.
9 – Is the Web playing a role in the support you are receiving from manufacturers? If so, in what way?
Just about 95% told us that the Internet plays a strong role in support today with online ordering, training and general ease-of-operation as the three most frequent reasons cited why.
10 – Tell us briefly about one of the more unique manufacturer support programs you are currently utilizing?
Online training opportunities was the most popular response here (35%) as many respondents mentioned programs from a few of the major camera manufacturers as being very helpful. In-store, interactive displays was the next most frequent response at 10%.
Congratulations to Mark Jensen of Images of the Past in Stillwater, MN, as this month’s winner of the Kodak C533 Digital Camera and G600 Printer Dock.
