29 November 2022 | Electrical Distribution

How Leading Electrical Distributors Prioritize Customer Experience to Stay Competitive

As with most industries, electrical distribution is highly competitive and requires persistence to stay at the top. Everyone is looking to do more while spending less, especially amidst the current economic conditions.

As with most industries, electrical distribution is highly competitive and requires persistence to stay at the top. Everyone is looking to do more while spending less, especially amidst the current economic conditions.

According to Deloitte, companies that focus on the customer experience are 60% more profitable than those that do not. Now, more than ever, it is imperative to deliver a winning customer experience. If you cannot, your customers will seek products elsewhere. They expect white-glove treatment consisting of error-free, rapidly shipped orders, alongside quick responses to RFQs and product questions.

Despite investing in digital channels such as EDI and eCommerce to free up their customer-facing teams, many electrical distributors are not meeting their customer’s rigid expectations. These digital channels are valuable but cannot fully eliminate the need to manually enter order data.

This antiquated process forces teams to choose between data entry and fostering strong customer relationships. It shouldn’t have to be a choice.

Per new research from NAED, electrical distributors will win and retain customers based on the value-added services they can deliver. When spending countless hours daily on manual order entry, there is no time left to focus on winning and retaining customers.

16 of the top 20 electrical distributors in North America have chosen to prioritize the customer experience while providing more efficient and accurate orders. Our ebook, How Top Electrical Distributors Deliver a Winning Customer Experience with Speed, Accuracy, and Efficiency, reviews how these companies have been able to reduce order errors while increasing employee bandwidth.

To learn how 80% of the top 20 electrical distributors – like Graybar, Rexel, and Werner Electric – deliver a winning customer experience, download our new ebook here.