Aero Products: Mapping Future Through Customer Experience

Aero Products: Mapping Future Through Customer Experience

1-Mar-2012 Source: Aero Products

Despite the continued economic downturn, Aero Products Component Services, Inc. decided to meet the challenge head on by combining capital investments and customer journey mapping to enrich their customer’s experience.

“It makes sense to acknowledge the current economic situation”, said Ted Johnson, President of Aero Products. “We understand that times are tough and people are trying to be smarter with their money. That’s why we pulled out all the stops and recently invested more than a million dollars in customer support inventory and equipment, customer relationship building, personnel and training. We consider our customers clients as our clients. Therefore our mission, quite simply, is to provide our customers with a buying experience that is quick, productive, hassle-free and cost saving as possible”.

Among the capital investments made at Aero Products, the new exchange program is unlike anything ever offered in the past. It not only showcases an increased broad selection of traditional dynamic drive-train components, but now includes a premier listing of additional transmission exchanges/rentals for Bell Helicopter models: 206B,L; 212; 412; and UH-1H II.

“To optimize the Operator’s spare parts investments in the Bell Helicopter product family, we developed our new Exchange Program fully dedicated to not only offering our customers a less expensive alternative to purchasing new parts, but also provide an immediate replacement for those components that require major overhaul or repair, said Jeff Winn, V.P. Component Service Division. This fulfills a promise we made to our customers to continue to expand our component exchange and rental offerings”.

In addition to Aero Products capital investments which provide for increased product availability, Aero Products has also invested in an innovative process known as Customer Journey Mapping. “Service is not a cost, it is an investment. It continues to be the growth engine for our company, said Brad Martin, Director of Marketing. “Therefore, we created the Aero AssuranceTM Program to help us step into our customer shoes and follow their journey as they interact with our company. This approach allows us to gain a deeper insight into each customer’s perception, needs and motivation so that we can further improve our service and eliminate the normal frustrations associated with a typical buying experience”.

About Aero Products
For more than a ¼ century, Aero Products has been providing spares and component servicing to virtually all of the Bell Helicopter product line, and is especially adept and equipped to provide support solutions for the Bell Legacy series aircraft. Aero Products is not only the largest stocking distributor for Aeronautical Accessories, but also, as a Bell Helicopter – Gold status Customer Service Facility, Aero Products maintains one of the U.S. largest inventories of high-demand parts and components.

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