Comparison shopping on price has been made easier with the proliferation of online giants like Amazon. But their shortcomings with customer and technical support provide an opportunity for distributors to differentiate themselves, according to Terry Snower, managing director, Cicero Manufacturing and Supply Co. Inc., Chicago, IL, in Are You Meeting Customers' Service Needs?
Amazon has created new expectations from customers on price, as well as speed and frequency of delivery. But the online giant may have left itself open to competitive threats beyond pricing.
“You have to give them (customers) something they’re not getting from Amazon or Zoro or Grainger, something that you’re not getting from just going to a catalog because, let’s face it, on Amazon sometimes those prices are going to blow you away,” Snower said.
Customers today demand more services, and distributors need to evaluate what they offer – and at what cost. Focusing on customer service and technical support instead of keeping up with the latest in pricing disruption could just keep disruption at bay.
Read more about giving customers what they want in Are You Meeting Customers' Service Needs?
