Elevating Customer Experience to Drive More Orders And Retain Business

Executive Summary: Elevating Customer Experience to Drive More Orders And Retain Business 

Delivering an exceptional customer experience is no longer just a competitive edge—it’s a business imperative. Frictionless service is an expectation, so elevating customer experience directly impacts your ability to retain and attract new customers.

Key Takeaways:

• CX is a growth driver in today’s market
• Small process shifts like automation and multiple channels dramatically improve CX
• Speed, responsiveness, and flexibility earn repeat business and loyalty

Introduction: Elevating Customer Experience to Retain and Win New Business — Why It Matters

You're falling behind if your company still relies on traditional service methods—phone calls, in-person visits, and reactive order-taking. Today’s buyers expect faster response times, more order flexibility, and visibility into their purchase journey, and distributors who fail to meet these expectations risk losing wallet share to more digitally enabled competitors.

Modernizing your customer experience protects your current organization and helps you capture new opportunities.

Understanding the Challenge: Meeting Customer Expectations in a Digital-First Market

Customer expectations have shifted—permanently. Research shows that:

• 67% higher AOV is the payoff for seamless, proactive service.
• 14% shorter sales cycle with frictionless customer experience.
• 94% of contractors report they’d text their distributor if they had the option.

Yet many distributors struggle to adapt, facing outdated systems, overwhelmed reps, and fragmented communication. The result? Slow response times, missed orders, and frustrated customers.

Solution Overview: Elevating Customer Experience with Simple, High-Impact Changes

Improving CX doesn’t require a full digital overhaul. Small, strategic changes—like automation and omnichannel ordering—can deliver outsized results. Here’s how:

Tip 1: Using Basic Automation for Lightning-Fast Response Times and Inbound Inquiry Acknowledgement

Speed matters. By automating inbound message acknowledgment (text, email, web chat), you let customers know their inquiry was received, and that help is on the way. Even a simple “We got your message and will be with you shortly” builds trust and buys goodwill.

In addition, automating order notifications or follow-ups allows all customers to be alerted of their order status without creating a manual lift on your team.

Learn more: 3 Seamless Automations to Implement for Lightning-Fast Responses
See how Prokeep helps you serve faster with automation: How Prokeep Helps You Serve Faster with Simple Automation

Tip 2: Open Up the Order Spicket—Give Customers More Flexibility When Placing Orders

Customers want options, such as text, webchat, or email. You increase convenience and loyalty by making it easier for customers to place orders how and when they prefer. 

Think about it – contractors are busy and in the middle of jobs themselves, do they want to stop what they’re doing and wait on hold for 15 minutes? Which distributor will they call - the one that leaves them waiting, or the one that allows them to place an order without stopping what they’re doing?

Benefits and Expected Outcomes: Driving Growth with an Elevated CX Strategy

When you modernize your customer experience:

• You increase customer retention and repeat business
• You earn a greater wallet share through convenience
• You open the door to new customer acquisition via reputation and referrals
• You strengthen team productivity with automation and better tools

Next Steps

In today's market, an exceptional customer experience wins repeat business, which results in more revenue. To recap:

• Buyers now expect faster, more flexible service
• Basic automation builds loyalty through quick responsiveness
• Offering order flexibility captures more opportunities

Ready to elevate your customer experience?