Distributors and their customers are navigating a difficult and unexpected world. Conditions are unpredictable, but distributors can become more proactive as procurement leaders. Using Michael Wilson’s assertions, animal health distributors can help customers in these primary areas: End quarterly briefings: Move to monthly, bi-monthly reviews and include supply chain … [Read more...]
5 Ps of managing customer experience
Chad Storlie tackles the critical elements of managing customer experiences (CX). CX has come to the forefront in nearly every industry as companies seek to differentiate how they deliver their offerings to customers in a way that is unique to customer needs, fulfilling, immediate, low effort, information personalized, and a service that they would recommend and purchase … [Read more...]
When you get outsold by a competitor, learn from it
Paul Reilly writes from a field sales perspective, but his discussion applies to veterinary teams, retailers, telesales teams and field sales forces. Losing a customer or sale is normal. Frequently, salespeople will lose business and later justify that price was the cause. Blaming a loss on price is easy, less personal and lets the salesperson off the hook. But the fundamental … [Read more...]
B2B buyers want more than a discount
The mindset of B2C black Friday deals is pervasive. “This culture of cheap mindset also impacts the B2B world,” says Paul Reilly. “Buyers no longer request discounts, they demand them.” This culture-of-cheap mentality can make animal health pros believe they have little to no pricing control. They may believe that discounts are required to please customers. Source: … [Read more...]
How millennials are changing distribution
Distributors are re-examining their strategies as millennials become a populous and educated segment of the workforce, Michael Wilson writes. Their online purchasing preferences are reviving the need to practice consultative selling as distributors shift to meet customer preferences. Source: Industrial Distribution, October 4, 2016. Consultative selling refers to a method … [Read more...]
Editorial – Carrier rate hikes will affect cost of goods
Minimum orders used to be commonplace in the animal health business. Not so today. In general, we have swallowed the costs of delivery in animal health supply chains. This is not true for those shipping products ordered from websites. In fact, it is common to see charges for shipping and handling on internet orders. The current boom of internet sales affects shippers, … [Read more...]
Inventory availability critical to distributor relationships
Eric Jensen shares his thoughts on how customers value distribution based on a survey of wholesale distributors. The results place inventory availability nearly as important as relationships. Technical support ranked third, while delivery time and price ranked fourth and fifth, respectively. Source: Industrial Distribution, August 12, 2016. If you are a distributor, while … [Read more...]