What Customers Want 2023:
A Great Customer Experience Online and Offline 

Available on-demand

Partnering with distributors, Distribution Strategy Group has surveyed more than 15,000 customers across diverse sectors and geographies over the past 18 months on how they like to shop and buy, as well as what they require in the customer experience with distributors.  

This research builds on prior surveys of more than 20,000 customers. While there has been a clear trend toward digital engagement and higher expectations around digital, our research revealed that it is definitely not one size fits all for customers in different sectors such as construction, industrial and retail. And there are meaningful differences in what large vs. small customers expect.

Our research also incorporates how distributors are responding to the demand to provide a better shopping and buying experience, as well as a better overall customer experience.  

Watch on-demand to hear the most important takeaways from research, supporting data and analysis.

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Thank you to our sponsors:

About our hosts:

Jonathan Bein, Ph.D.

Managing Partner, Distribution Strategy Group

Jonathan Bein, Ph.D. has worked with many distributors to make their marketing a profit center. He has developed and applied analytic approaches for customer segmentation, customer lifecycle management, positioning and messaging, pricing, and channel strategy for distributors.