What Customers Want 2023:
A Great Customer Experience Online and Offline 

Available on-demand

Partnering with distributors, Distribution Strategy Group has surveyed more than 15,000 customers across diverse sectors and geographies over the past 18 months on how they like to shop and buy, as well as what they require in the customer experience with distributors.  

This research builds on prior surveys of more than 20,000 customers. While there has been a clear trend toward digital engagement and higher expectations around digital, our research revealed that it is definitely not one size fits all for customers in different sectors such as construction, industrial and retail. And there are meaningful differences in what large vs. small customers expect.

Our research also incorporates how distributors are responding to the demand to provide a better shopping and buying experience, as well as a better overall customer experience.  

Watch on-demand to hear the most important takeaways from research, supporting data and analysis.

When you submit your data, your information will be shared with the sponsors of our program. We will also send you communications from Distribution Strategy Group, which you can unsubscribe from at any time. Our privacy policy can be found at distributionstrategy.com/privacy-policy.

Thank you to our sponsors:

epicor, white cup

About our hosts:

Ian G. Heller

Founder & Senior Partner, Distribution Strategy Group

Ian Heller is Founder & Senior Partner at Distribution Strategy Group, and has more than 30 years of experience executing marketing and e-business strategy in the wholesale distribution industry. He has written and spoken extensively on the impact of digital disruption on distributors.

Jonathan Bein, Ph.D.

Managing Partner, Distribution Strategy Group

Jonathan Bein, Ph.D. has worked with many distributors to make their marketing a profit center. He has developed and applied analytic approaches for customer segmentation, customer lifecycle management, positioning and messaging, pricing, and channel strategy for distributors.