Tip: Improve Value Proposition with a Leading Customer Experience - Modern Distribution Management

Log In

Tip: Improve Value Proposition with a Leading Customer Experience

Distributors should focus on long-term success with customers, as well as short-term.

To remain relevant in the changing business climate, distributors need to create a leading customer experience to improve their value proposition, according to Guy Blissett and Sanjay Agarwal in Wholesale Distribution Disrupted, Part 2: Engage to Combat Disruption. Simply meeting the needs of the customer isn't enough anymore.

Focusing on the long-term customer experience – rather than just the short-term service a customer receives – is key to effectively adjusting to the shift in customer behavior.

The traditional, foundational capabilities distributors have relied on (deep inventories, competitive pricing, superior fulfillment and responsive customer service) are still important, Blissett and Agarwal say.

However, "the future distributor’s value proposition will be driven by a suite of digitally enabled capabilities, such as content marketing, search engine marketing and mobile, that are refined and targeted to deliver a compelling B2B experience," they say.

It is also critical to use customer segmentation and analytics to deliver the desired experience to the right customer. Top distributors already understand "that delivering a superior customer experience is a highly quantitative exercise," Blissett and Agarwal say.

Read more about adjusting to shifting customer behavior in Wholesale Distribution Disrupted, Part 2: Engage to Combat Disruption.

Share this article

About the Author
Recommended Reading
Leave a Reply

Leave a Comment

Sign Up for the MDM Update Newsletter

The MDM update newsletter is your best source for news and trends in the wholesale distribution industry.

Get the MDM Update Newsletter

Wholesale distribution news and trends delivered right to your inbox.

Sign-up for our free newsletter and get:

  • Up-to-date news in a quick-to-read format
  • Free access to webcasts, podcasts and live events
  • Exclusive whitepapers, research and reports
  • And more!


articles left

Want more Premium content from MDM?

Subscribe today and get:

  • New issues twice each month
  • Unlimited access to mdm.com, including 10+ years of archived data
  • Current trends analysis, market data and economic updates
  • Discounts on select store products and events

Subscribe to continue reading

MDM Premium Subscribers get:

  • Unlimited access to MDM.com
  • 1 year digital subscription, with new issues twice a month
  • Trends analysis, market data and quarterly economic updates
  • Deals on select store products and events



You have one free article remaining

Subscribe to MDM Premium to get unlimited access. Your subscription includes:

  • Two new issues a month
  • Access to 10+ years of archived data on mdm.com
  • Quarterly economic updates, trends analysis and market data
  • Store and event discounts

To continue reading, you must be an MDM Premium subscriber.

Join other distribution executives who use MDM Premium to optimize their business. Our insights and analysis help you enter the right new markets, turbocharge your sales and marketing efforts, identify business partners that help you scale, and stay ahead of your competitors.

Register for full access

By providing your email, you agree to receive announcements from us and our partners for our newsletter, events, surveys, and partner resources per MDM Terms & Conditions. You can withdraw consent at any time.

Learn More about Custom Reports

Request a Market Prospector Demo

  • This field is for validation purposes and should be left unchanged.