One on hand lies the convenience of the high-tech service; on the other, there’s the quality of service, which increases loyalty and sales. Emotions and experience drive customers to continue their business with a brand. While making sales and pushing the product out is a priority, a purely high-tech, low-touch service doesn’t create an emotional connection with your business.
As such, any interaction with the customer becomes a means to an end; that’s not a sustainable strategy in the long run. In this episode, I explore how distributors should develop a high touch and a high tech e-commerce model for their B2B business.