SPECIAL REPORT


As Supply Chains Crawl, Vendor-Customer Relationships Pick Up Pace


Vendors seize ‘micro moments’ during pandemic to satisfy customers with flexible technologies


Written By Julie Metea


C


ustomer expecta- tions are among the many things that changed over


the past two years amid the COVID-19 pandemic. Despite resulting disruptive supply chain shortages, customers expect vendors to respond quicker to inquiries and be more resourceful when trou- bleshooting problems. The fast shift to digital ser-


vices created a new dynamic known as “micro moments” in the customer journey. To maintain high customer satisfaction, companies are capturing intent-rich micro moments when a customer turns to a device to learn about something, complete a task, make a purchase, or go some- where. Companies seized these


opportunities by augmenting technologies, such as digital


Matt Hostetter, assistant director of transportation for Wa-Nee Community Schools in Indiana, checks in on planned routes.


16 School Transportation News • MAY 2022


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