State of Customer Experience in Distribution 

Available on-demand

Customers today have so many choices at their fingertips. Winning and keeping their loyalty has never been more challenging as new tools and expectations emerge. They have high expectations that the companies they do business with will provide an exceptional, personalized experience across all channels. In today’s competitive landscape, exceptional customer experience (CX) is no longer optional; it’s essential for survival and growth. 

Watch now on-demand for the State of Customer Experience in Distribution and discover how to elevate your customer experience (CX) strategy. Specifically tailored for the distribution industry, the webcast dives into leveraging data to understand customer needs. 

Benchmark your CX: We explored industry benchmarks to identify areas where distribution companies excel and where there’s room for improvement. 

Unlock the power of NPS: Discover how Net Promoter Score (NPS) can provide valuable insights into customer sentiment and guide your CX and company improvement initiatives. 

Building a customer-centric culture: We discussed how to build a customer-centric culture and foster a company-wide commitment to customer success. We also discussed how a positive employee experience is intrinsically linked to enhanced customer experience. 

Watch now and continue down the path of creating truly exceptional customer experiences that set your business apart from the competition. 

Brian Hopkins,
Distribution Strategy Group

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About our speaker:

Brian Hopkins

Chief Customer Officer, Distribution Strategy Group

Brian Hopkins is recognized for his expertise in customer service and operational efficiency within the industrial distribution sector. His career trajectory showcases a series of impactful leadership roles, marked by innovation and strategic growth.


About our host:

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.