Page 42 - CIJ Nov 2024 Digital Edition

SPECIAL REPORT

Customer Centric
Approach
With the best practices put in
place, producing a sustainable
product, and meeting the net-
zero goals has been a progressive
approach with Tennant. Rusty Zay,
Global COO of Tennant Company,
spoke at length on the product
offerings and meeting sustainability
& Net Zero goals. Excerpts:

What initiatives are you
implementing to promote
sustainability in your
product offering and

how do they impact your
competitive advantage?
We have our own net zero-goals to
the creation of a sales,
be achieved by 2040. We have made What service, customer service
significant sustainability strides differentiates
with our EC-H2OTM technology, and back-office ecosystem
which converts water into an your products from to make sure the customer
innovative, detergent-free, solution competitors in the buys the right product, uses it
that cleans effectively, saves money, market, and how appropriately to get the job done
and reduces environmental impact and is happy and confident that
compared to daily floor cleaning do you ensure your if ever there is an issue, it will
chemicals. That’s an example of a sales teams effectively be taken care of. That is the
sustainability opportunity for people winning formula we are pursuing
to use in their facility. communicate this in all the geographies in which
Another opportunity we have value to potential we operate.
been working on is electrification customers? How do you gather
in battery technology. The standard
lead acid of the technology curve For markets like India, it and leverage customer
into lithium-ion electrification is the local sales and service feedback to enhance
is getting sustainable as lithium- teams and our ability to provide
ion batteries last longer with an good customer experience on your product offerings
opportunity charge, so you can use the ground. In our industry, and customer
it more frequently without depleting that is truly where we have the experience?
the performance of the battery, and competitor edge. When you
the customer not having to throw have an excellent go-to-market A customer satisfaction
away batteries on a regular basis. footprint - in sales, customer metric is used, and in our key

The third area is electrifying all service and geography - the direct markets, we survey our
our machines. We have a wide range person who provides the best customers on a one-on-one
of high-quality, high-performance customer experience is the basis from a product experience
products, and we are currently market leader, regardless of the perspective, right from after we
innovating our designs. Our goal products in your portfolio. We deliver a product up to parts and
is to create solutions that meet are on a relentless path when we consumables. If we have direct
customer needs for performance and choose to have a go-to-market service, then the survey tagged
runtime in a battery that can operate footprint in any geography such to the customer is from the
fully without an engine as India. We continuously pursue service experience perspective.

NOVEMBER 2024•Clean India Journal
42 www.cleanindiajournal.com