Distributors That Do It Right
True omnichannel isn’t just about offering multiple ways for customers to interact with your company – it’s about ensuring customers get the same experience and service regardless of the channel they use. Phone calls, sales calls, counter discussions, websites – every channel must offer consistent information or customers will get frustrated – and so will your team members.
In this part of our exploration of True Omnichannel, we used real world examples from distributors who have figured out how to ensure customers get the same experience across channels.
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About the Authors:
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.
Prior to Distribution Strategy Group, Bein has successfully led and been part of executive management for software product and services companies in information technology, healthcare, and communications.
Founder & Senior Partner
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.