Focusing too much on the 'Amazon Experience' and forgetting to recognize individual customer needs can be detrimental for distributors, says Justin King, partner, B2X Partners, in Customer Engagement: Don’t Be Amazon.
The B2C shopping experience will continue to affect how customers want to make purchases, but while Amazon has many great best practices, distributor customers also have certain needs that the “Amazon experience” can’t provide.
“It’s a bad idea to go and duplicate what somebody else is doing versus looking at your own customers and saying, ‘OK, how do I make their job easier?’” King says.
Distributors should understand their customers' unique needs – from superior product knowledge to service and sales reps available to answer phone calls – and ask them how they prefer to make their purchases, instead of just following the latest B2B buying trends.
Read more about why distributors should forget about the "Amazon Experience" and focus on their customer's experience in Customer Engagement: Don’t Be Amazon.
