Loved this article and how Avnet Sr. VPs, Steve Phillips and Beth Ely, rethought how the company handled online customers. In the end, isn't every B2B company really in the B2C space? Yes, you may be selling to another company often in a wholesale-type environment. However, unless it's bulk transactions using EDI and the like, there's a person on the other end of the transaction. If you make it a challenge for that person- consumer- to do business with you, they just might opt out of the relationship at any time.
Look what the folks at Avnet put in:
Easy/no registration required to search
Smarter search and result set handling
Simplified shipping cost to more easily determine what it would cos
Online chat when needed
Other customer-centered features.
Nothing revolutionary here to be sure but innovative nonetheless. For CIO's who struggle to be seen as innovators and as strategic thinkers the lesson is clear- It's the customer, stupid!
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