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2021 wholesale distribution trends to watch. Based upon recent disruption and market dynamics, the wholesale distribution industry will continue to be reshaped by four major trends: Increased competition and new disruptors. Global dynamics impacting supply chains. Social changes resulting in a DIGITAL MARKETPLACES: EXAMPLES, BENEFITS, STRATEGIES Notable examples include Alibaba and Amazon Business. B2B marketplaces are more niche and vertical industry focused. Peer-to-peer (P2P) or consumer-to-consumer (C2C) marketplaces – Notable examples include eBay, TaoBao, Mercari, Etsy, and even Airbnb. This is a marketplace where consumers are both sellers and buyers. THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
THE INFORMATION AGE IS OVER: ENTER THE AGE OF CURATIONSEE MORE ON THE-FUTURE-OF-COMMERCE.COM WHAT IS THE FUTURE OF CONSUMER DATA PRIVACY? A PRIMER ON A recent study around consumer data privacy found that consumers share data more regularly than ever, accelerated by the COVID-19 pandemic. Today, 61% of consumers share personal data “most times” they interact with a new application, while 46% share data daily when they shop online. This massive rise in data sharing has pushed consumer data privacy issues into the spotlight: Data 5 CPG RETAIL TRENDS THAT WILL DEFINE THE INDUSTRY IN 2021 1. CPG retail in 2021: Brands have to work even harder to win the digital shelf. E-commerce boomed in 2020, even in the typically slow-growth areas of CPG. According to eMarketer, e-commerce sales will jump nearly 36% over 2019, as social distancing still keeps skittish holiday shoppers away from brick-and-mortar stores. 2021 WHOLESALE DISTRIBUTION TRENDS: MORE COMPETITIONAUTHOR: MAGNUSMEIER
2021 wholesale distribution trends to watch. Based upon recent disruption and market dynamics, the wholesale distribution industry will continue to be reshaped by four major trends: Increased competition and new disruptors. Global dynamics impacting supply chains. Social changes resulting in a DIGITAL MARKETPLACES: EXAMPLES, BENEFITS, STRATEGIES Notable examples include Alibaba and Amazon Business. B2B marketplaces are more niche and vertical industry focused. Peer-to-peer (P2P) or consumer-to-consumer (C2C) marketplaces – Notable examples include eBay, TaoBao, Mercari, Etsy, and even Airbnb. This is a marketplace where consumers are both sellers and buyers. THE MAKING OF A CUSTOMER SERVICE SUPERHERO: POWERS ACTIVATE Support and celebrate customer service agents. Activate these superpowers and more by investing in your people. By providing customer service agents with the right resources and tools, you’re helping them to be more successful. The benefits then multiple. Agents who are more successful will be more motivated, engaged, and betterpositioned to
THE INFORMATION AGE IS OVER: ENTER THE AGE OF CURATIONSEE MORE ON THE-FUTURE-OF-COMMERCE.COM THE CUSTOMER EXPERIENCE IN MANUFACTURING: TAKING CUES FROM Then, they pair that with tailored tips on how customers can reduce their energy use for greater savings. Many utilities have found success providing this information in online customer portals that also connect customers to service and support. 5 CPG RETAIL TRENDS THAT WILL DEFINE THE INDUSTRY IN 2021 1. CPG retail in 2021: Brands have to work even harder to win the digital shelf. E-commerce boomed in 2020, even in the typically slow-growth areas of CPG. According to eMarketer, e-commerce sales will jump nearly 36% over 2019, as social distancing still keeps skittish holiday shoppers away from brick-and-mortar stores. SAPPHIRE NOW PROCUREMENT & SUPPLY CHAIN: KEY TAKEAWAYS Resilient and sustainable digital supply chains are key differentiators for business. Companies can boost CX and satisfaction by more than 82% when running resilient supply chains. Discover the SAPPHIRE NOW takeaways from the procurement and supply chain keynotes. SAPPHIRE NOW CX KEYNOTE: PUTTING CUSTOMERS FIRST FUELS Most companies say they care about the customer experience, but often it’s just lip service. Think about the times you can’t find the information you need on a brand’s website, your online order is messed up, or you wait for what seems like forever to talk to customer service.. But when a company truly focuses on the customer, the results can be amazing. 2021 CUSTOMER SERVICE TRENDS: DOUBLING DOWN, POST-PANDEMIC 2021 customer service trends: Doubling down, post-pandemic. This year put the spotlight on customer service as businesses grappled with an influx of calls from distressed customers as well as wide-ranging disruptions to their operations. Service teams were tested like never before, forced to adapt quickly to new, uncertain situations. REPLATFORMING E-COMMERCE: A CHECKLIST FOR BRAND SUCCESS Digitally speaking, e-commerce replatforming is a heavy lift, a Herculean effort that can devour time and devastate budgets with no guarantee of success. Still, it’s inevitable. Change is the great unifying constant in retail. Products change. Consumer tastes change. Business priorities change HOW TO MEASURE DIGITAL ACTIVITIES: ONLINE, MOBILE, STORE How to measure digital activities: Why measurement challenges abound for digital marketers. The majority of companies don’t have online, mobile, and store performance insights built into their technology to be able measure, optimize, and guide an experience that delivers value for the customer and the business. DIGITAL TRANSFORMATION IN INDUSTRIES: THE RACE IS ON From boarded-up retail outlets to depressed demand for chemicals and refined products, 2020 was a wake-up call for many industries. Organizations had to deal with a head-spinning volume of turbulence in the past 12 months. One crucial lesson was that THE DIRTY SECRETS OF HEADLESS COMMERCE: WHAT VENDORS ARE Headless commerce—or, simply, “headless”—is the darling of the B2C world right now. According to Google Trends, search requests for headless commerce have grown exponentially since early 2020. From an e-commerce standpoint, it’s easy to HOW CUSTOMER DATA MANAGEMENT UNLOCKS GROWTH AND REVENUE Customer data management deserves more credit in conversations about growth. So, you’re ready to tap into your well of customer data and use it to drive next-level business revenue. You understand the value of customer data management – maybe×
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