The summer season is a time for reflection. We come out of winter hibernation and spend our spring time cleaning out the old to make room for the new. Summer allows us to reset, get organized and focus on productivity in the seasons ahead. Should we do the same with our businesses? See what we no longer need, what we need to “clean up” and the new things we need to adopt? Warehouse distributors that are laser-focused on improving efficiency and productivity will find greater customer satisfaction that will turn into loyalty. Are you focusing on changing the right things?
Satisfaction vs. Loyalty
Customer service is a business’ ability to satisfy their customers.Customer satisfaction surveys abound in this industry and most others. We’re curious to learn if our customers are satisfied with how we’ve treated them and the products and services that we have to offer. A customer satisfaction survey measures a point in time, usually one transaction with a business. Does a customer’s satisfaction mean they are also a loyal customer? Not necessarily. Customer loyalty is achieved based on a business’ ability to supply its customers with what they need. Loyalty means customers choose to do business with you even when less expensive, more convenient alternatives are available somewhere else.
Ensuring Your Value
There are two key ways to ensure that you remain or become your customers’ first and only choice.Look inward and evaluate whether or not you truly understand your customers’ needs and what products and services they are looking for from a distributor.Reach out with personal calls to understand what they are looking for and what you may need to change to accommodate them.Secondly, review your processes and systems.If you have a lot of longstanding manual processes and/or home-grown or outdated technology, create a plan for purposeful change.Customer loyalty and prosperity will follow for those companies that are willing to take a good, hard internal review and engage their current customers in the solutions.
Team Up
If you want to ensure an objective review of your systems and processes, engage a third party supplier to assist you in evaluating technology options to improve efficiency and productivity. At NSA, we have the skilled staff and products that will set you on your way to a loyal customer base. Reach out today to learn how we can partner for your success.

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NSA has been helping the distribution industry get the most out of their ERP & has exceeded client expectations by providing the best service in the industry. Visit