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What Customers Want:
A Great Customer Experience Online and Offline

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.  

Download this report now to get the most important takeaways from research, supporting data and analysis.


Brooks Hamilton

Jonathan Bein, Ph.D.
Distribution Strategy Group

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Thank you to our sponsors:

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About the author:

Jonathan Bein

Jonathan Bein, Ph.D.

Co-Founder and Managing Partner

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. Bein has been CEO of several companies.