Customer Experience RX
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Your Product Isn’t What Customers Are Really Buying
Products have become commodities. The distributors that win are the ones that deliver a consistently better customer experience—from the first quote to the final invoice.
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Customer Experience Is Everybody’s Job
The bottom line: customer experience is a company-wide responsibility that crosses every function you run.
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The Distributor’s Dilemma: Caught Between a Disruption and a Customer Who Won’t Wait
The shift is from monitoring to acting. A modern disruption response system does not stop showing a user what is wrong.
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Most B2B Buyers Prefer Rep-Free Purchasing as AI Reshapes Sales
Digital channels — including ecommerce platforms and online catalogs — are becoming the primary interface for customers.
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The Omnichannel Customer Experience: Are You Channeling Seamless Customer Service?
Today’s customers want it all. They want to be able to go online and easily find products, prices and delivery information. But they also want to be able to call with questions and speak to a knowledgeable service rep. Some still want to look at pictures in a catalog.