The Evolution of Face to Face Interactions

a fundamentally different type of interaction can occur. 

While their frequency is decreasing and their perceived importance is declining, face-to-face interactions actually play an increasingly important and differentiating role in the distribution industry.  Distributors that best leverage available technologies to free their personnel from low-value tasks and re purpose them for meaningful, value-creating activities and interactions with customers will be well positioned in the future. 

Indeed, while electronic ordering and e-mail are pervasive, the majority of distributors indicate  that face to face encounters will not go away.   By freeing workers--especially those in customer-facing roles--from non-value-added responsibilities, a fundamentally different type of interaction can occur. 

ACTION POINT: Recognize that their is a new direction for face to face interactions.