In industrial distribution, customer experience is rarely treated as a competitive advantage. Most companies assume the product and the price are all that matter. Shelly Chandler has spent her career proving that wrong.

Note: This is a replay of a 2021 interview with Shelly recorded during her previous role. The lessons she shares on customer experience strategy are arguably more relevant today than when they were first recorded.

Shelly was the VP of Customer Experience at American Tire Distributors, one of the largest distributors in North America. In this episode she breaks down how a large scale B2B distribution business builds a customer centric culture, uses data and analytics to anticipate customer needs before they become problems, and deploys technology to improve the experience at every point in the customer journey. ...