How Great Customer Experiences Build Loyalty and Profits
Research proves a direct correlation between how customers rate their supplier experiences and their likelihood to buy more – and more often.
Small changes in loyalty can drive large increases in profitability.
This is well understood in B2C but B2B involves more complex relationships and transactions. Distributors must understand customer expectations and then design and deliver great experiences to reap the profits of greater loyalty.
We provide a practical and actionable way to think about and measure loyalty for distributors and demonstrate how this translates into lifetime value. Finally, we covered how to improve your customers’ experiences so you can earn more sales and profits.
Watch on-demand now.
Thank you to our sponsor:
About our hosts:
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.
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.