Customer Experience & Retention
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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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Grainger Embeds AI Across Warehouse Operations, Customer Service and Ecommerce
CEO D.G. Macpherson said Grainger’s AI deployments now fall into two primary categories: internal productivity and customer-facing digital capabilities.
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Amazon’s New AI Agents Raise Customer Service Stakes for Distributors
The new capabilities signal how agentic systems may eventually take on larger portions of troubleshooting, quoting, and multi-step service workflows.
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Stellar Industrial Supply Appoints New Vice Presidents for Supply Chain and Customer Experience
Stellar Industrial Supply distributes more than 90,000 MRO products and tools from over 1,500 brands across 18 regional hubs in the U.S.
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How Distributors Are Making Customer Experience Part of Their DNA
How Stellar Industrial and Palmer-Donavin are meeting customer expectations.
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Why AI Agents Will Change the Game in B2B Customer Experience
How AI agents will remove friction from customer interactions.
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Sonepar Appoints Sales, Marketing and Customer Experience Leader
Heather Naida joins Sonepar’s team.
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Graybar Announces New Vice President-Customer Experience
32-year Graybar veteran Andy Ciccone takes on the role.
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Transforming eCommerce Operations: How Distributors Can Boost Customer Experience and Operational Efficiency
Get 3 approaches distributors can take to boost customer loyalty online.