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Customer Engagement: Don’t Be Amazon

‘Run circles around your competition’ by improving customer experience

June 25, 2016

This article is part of MDM's 2016 Distribution Trends Special Issue.

The B2C shopping concept, in which people can get anything they need anytime they want it, is clearly influencing B2B buying. But a distributor’s customer has certain needs – from superior product knowledge to service and sales reps available to answer phone calls – that the “Amazon experience” can’t provide.

This article includes:

  • Why a customer-focused experience is better than an "Amazon experience"
  • How distributors are improving their customer experiences
  • Tips for shifting your focus from products to customers

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