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5 Ways to Improve the Wholesale Customer Experience
Providing an excellent customer experience strengthens the loyalty of 64% of customers, according to a Salesforce survey. In today’s world of instant gratification, customers expect on-demand engagement and satisfaction of their needs. Industry 4.0 is revolutionizing every market, including wholesale distribution, and it is the key to enhancing the customer experience, and ultimately, leading to the industry’s success.
Here are five ways to improve the customer experience through the digital transformation of your wholesale distribution business.
The Fourth Industrial Revolution is automating manufacturing and improving efficiencies through smart technology such as sensors and Internet of Things (IoT) devices. These advanced technologies collect real-time data and analytics to improve productivity and enhance the customer experience. Such data can be crucial to catering towards customers, 45% of whom, Salesforce noted, say they will switch brands if a company does not actively anticipate their needs. Wholesale distributors must stay abreast of this rapidly evolving transformation and invest in smart technology to outpace the competition because it will only continue to progress. In fact, the total number of IoT connections will reach 83 billion by 2024, according to Juniper Research, and sensors will reach $27 billion by 2022, reports Zion Market Research. To support such advanced technologies and securely store and process big data, wholesalers will need to proactively monitor and maintain their IT infrastructures.
Rather than a multi-channel approach, where a customer can access your business from multiple touchpoints, from mobile to desktop, an omnichannel approach creates a uniform customer experience that picks up where they left off across all touchpoints. According to Salesforce, connected processes are very important to winning the business of 70% of customers. To ensure retailers receive their goods and services as quickly, accurately, and cost-effectively as possible in this omnichannel environment, wholesalers must utilize fully integrated Electronic Data Interchange (EDI) solutions to streamline business processes, from inventory management to scheduling shipments. Not only will this improve real-time demand fulfillment of customer expectations, but also increase customer security and improve compliance with vendors. Healthy IT is critical for an omnichannel environment and a seamless customer experience.
A good customer experience is built on good technology, whether that means IoT devices with real-time data, seamless omnichannel environments, anywhere operations and support, system uptime, or information security. If your IT department is small, overwhelmed, or even nonexistent, a managed service provider has the expertise and bandwidth to ensure optimal technology performance at your wholesale distribution business. An award-winning MSP, NexusTek offers multiple managed IT plans with various levels of support so that you can find the plan that best fits your company needs and goals. Our 24/7/365 proactive system monitoring, alerting, and maintenance keeps your IT infrastructure running smoothly to increase uptime, decrease glitches and breaches, support advanced technologies and applications, and enhance customer loyalty. Improve the customer experience with managed IT from NexusTek.