Customer Experience & Retention
-
Better Customer Experience? Distributors Lean Into eCommerce in 2022
Last year, we saw a sharp increase in the adoption of ecommerce due to the COVID-19 pandemic. eCommerce includes transactions through website, mobile and app but excludes EDI, punchout, email, fax and so on. As we prepare to unveil the results of our 12th-annual survey, the 2022 State of eCommerce in Distribution, we’re finding that…
-
2021 State of Technology in Distribution: Automating the Customer Journey
Distribution Strategy Group conducted a survey and other primary research about how distributors anticipate ongoing, rapidly changing technologies will affect them, and how and where they plan to adopt new technologies.
-
Why Distributors’ Customer Churn Management Efforts Aren’t Working
Few distributors try to predict customer churn. Those that do, get it wrong because of how they define churn. The problem lies in how they define a “lost customer.”
-
How to Build Successful B2B Customer Loyalty Programs
Customer loyalty and incentive programs can help wholesale distribution companies build meaningful relationships with their customers to gain mindshare and wallet share.
-
Wholesale Change: Leverage Customer Loyalty Programs for Long-Term Growth (November 18, 2020)
Learn why loyalty is a powerful emotion and how to leverage it in B2B, best practices in designing loyalty and incentive programs, and how to manage program success.
-
How to Improve Customer Retention and Keep Customers from Leaving You
Well-run companies know that customer retention is critical to long term success as a business. For some companies, an annual increase of 1% in customer retention over each of the next ten years results in 20% increase in annual earnings. Retention is powerful for several reasons.
-
A Tale of Two Teams: Proactive Inside Sales vs Customer Service
What’s the difference between customer service and inside sales? What are the skills sets distributors should look for when hiring for a successful proactive inside sales team, and aren’t those the same as customer service?