How have your customers' behaviors changed since COVID-19?

From NAW

The COVID Effect on Purchasing

Customers’ shopping and buying behaviors have changed dramatically in 2020. Enormous numbers of buyers have turned away from traditional purchasing methods and are utilizing digital channels instead. As a result, what is in store for the wholesale distribution industry?

As part of NAW’s seven-part series, How Technology Will Transform Wholesale Distribution, our authors Ian Heller and Jonathan Bein adapted their work to our changing world and conducted research about how distributor customers’ behaviors have changed as a result of COVID-19.

They set out to find answers to these questions and more:

  • What are the key differences in selling online to retail versus to business customers?
  • How and where do distributor customers shop and buy for business products (e.g., distributors, marketplaces, suppliers, disruptors, etc.)?
  • How do or will distributor customers use 3D printing, voice ordering and product item recognition when they shop and buy?
  • How have distributor customers’ purchases shifted through digital and nondigital channels?
  • How have online purchases changed pre-COVID versus during COVID?
  • What do distributor customers predict their online buying behaviors will be post-COVID?
  • How have distributors handled the shift to the digital channel?
  • What are the barriers that keep distributors from becoming digitally excellent?
  • What technological capabilities must distributors acquire to remain competitive now and post-pandemic?

Get the answers to these questions and more by downloading the free NAW digital research report, How Distributor Customers Will Use Technologies From Their Suppliers and Who Is Winning.

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