{"id":8066,"date":"2025-09-02T14:20:03","date_gmt":"2025-09-02T18:20:03","guid":{"rendered":"https:\/\/distributionstrategy.com\/?post_type=report&amp;p=8066"},"modified":"2025-09-02T14:20:03","modified_gmt":"2025-09-02T18:20:03","slug":"the-state-of-customer-experience-in-distribution","status":"publish","type":"report","link":"https:\/\/distributionstrategy.com\/report\/the-state-of-customer-experience-in-distribution\/","title":{"rendered":"The State of Customer Experience in Distribution"},"content":{"rendered":"<p>In this white paper, we explore the results of our comprehensive 2025 research on customer experience in distribution, based on more than 27,500 customer responses. The findings reveal how experience is now the strongest driver of loyalty and growth in the wholesale distribution industry.<\/p>\n<p><strong>We found that:<\/strong><\/p>\n<ul>\n<li>Strong customer experience drives loyalty and growth.<\/li>\n<li>Availability, service, and pricing matter most.<\/li>\n<li>Digital tools and visibility improve satisfaction.<\/li>\n<li>Internal metrics often miss customer reality.<\/li>\n<li>AI and people shifts move teams to higher-value work.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>A Strategic Framework for Competitive Advantage<\/p>\n","protected":false},"author":26,"featured_media":8067,"template":"","report_category":[],"coauthors":[],"class_list":["post-8066","report","type-report","status-publish","has-post-thumbnail","hentry"],"related_event_id":7677,"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The State of Customer Experience in Distribution - Distribution Strategy Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/distributionstrategy.com\/report\/the-state-of-customer-experience-in-distribution\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The State of Customer Experience in Distribution - Distribution Strategy Group\" \/>\n<meta property=\"og:description\" content=\"A Strategic Framework for Competitive Advantage\" \/>\n<meta property=\"og:url\" content=\"https:\/\/distributionstrategy.com\/report\/the-state-of-customer-experience-in-distribution\/\" \/>\n<meta property=\"og:site_name\" content=\"Distribution Strategy Group\" \/>\n<meta property=\"og:image\" content=\"https:\/\/distributionstrategy.com\/wp-content\/uploads\/2025\/09\/The-State-of-Customer-Experience-in-Distribution-Whitepaper_Cover_HighQuality-scaled-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1978\" \/>\n\t<meta property=\"og:image:height\" content=\"2560\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"Julie Cameron\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/distributionstrategy.com\\\/report\\\/the-state-of-customer-experience-in-distribution\\\/\",\"url\":\"https:\\\/\\\/distributionstrategy.com\\\/report\\\/the-state-of-customer-experience-in-distribution\\\/\",\"name\":\"The State of Customer Experience in Distribution - 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