Digital Transformation: Enhancing the Customer Experience

Session 2: Oct 8th, 2021
You are on a journey to transform into a digital-first business. Let Mike Marks help you reach your destination.

Mike Marks

Indian River Consulting Group
Mike Marks Automation Authority Speaker Series

Today, if you’re not easy to do business with, your customers will go elsewhere. There’s no getting around that. So, to really understand the customer, you need a clear view of the customer journey.

Customer experience describes how your customer sees things – and that is almost always different from a distributor’s internal perspective.

In this webinar, the second of a series of three fall seminars with Indian River Consulting Group’s Mike Marks, you’ll learn how to:

  • Bring customers into the customer experience creation process
  • Map your customer’s journey
  • Make process changes that take friction out of the customer journey
  • Make your customers so sticky that the costs to shift suppliers exceed the perceived benefits

This workshop shares examples of these ideas in use and includes recommended resources for additional research.

Join Mike in his three-part seminar series on Digital Transformation for Today’s Distributors.

Seminar 1: Managing Organizational Change

Sept 16, 2021

Join Mike for a frank discussion about the pitfalls and opportunities in managing the changes involved in a digital transition, including the required sales model transformation.

Seminar 2: Enhancing the Customer Experience

Oct 8th, 2021

Today, if you’re not easy to do business with, your customers will go elsewhere. To really understand the customer, you need a clear view of the customer journey so you can make process changes that take friction out of the equation.

Seminar 3: How to Maximize ROI from Your Technology Investments

Nov 4th, 2021

A successful digital transformation is not as simple as selecting a one-and-done software solution and hitting go. Join Mike for a look at the foundations you need to build your own digital roadmap.