Delivery as a service opportunity: In the past, distributors could choose from just two delivery options. Either you could bring the product to the customer, or the customer could pick it up from you. Fortunately, you're no longer limited to that model today. https://vimeo.com/269901725 Having a problem viewing the video? Click here to watch: [...]
One of the most important practices you can implement in your company is a customer service feedback loop between your customers and customer service. I work with many wholesale distribution companies to set up concierge-style customer service programs, and there are clear benefits of having a feedback mechanism that can be utilized. Having a problem [...]
If you’re like most distributors, you’ve probably lost touch with more than a few customers as the first quarter of 2018 comes to a close. Here's an easy fix for customer churn in distribution. The key to retaining customers, acquiring more customers who are like them, expanding revenue per customer, and increasing your profitability is [...]
Having trouble viewing the video below? Click here to watch: https://vimeo.com/257403249 In today’s market, conducting a customer survey can really bring a competitive edge to your distribution company. Surveys are used to ask both your sales and your customer service employees how satisfied they think their customers are, while also asking customers themselves how satisfied [...]
Obviously, it's easier to reducing customer churn than it is to sell more products, so where should distributors be more keenly focused? In a world where experts consistently say it is seven (or more) times more difficult to create a new customer than it is to sell more to existing customers, it's obviously easier to reduce [...]
Do you know how to give customers what they want? You might feel like you do, but look at the world around you. Things in wholesale distribution are tough these days — and they’re getting tougher. Traditional industry challenges like slim profit margins, poor interdepartmental communication, and lack of data accuracy are paling in comparison to [...]
In past blogs, I've talked about the importance of garnering testimonials from your customers. Testimonials work for you by providing both feedback from current customers for continual process improvement and social proof for prospective customers. This creates a strategy for securing the customers you already have by constantly improving the outstanding customer-centric service for your [...]
When it comes to increasing profit, companies know that it's much easier to gain a greater share of an existing customer's spend than it is to find a new customer. But what if your customer retention is lacking? You can't grow customer spend if you can't hang on to your customers! Do you ever wonder [...]