Naples, Fla. — The impacts of Google, Amazon and other technology services are being seen at Nexeo Plastics and other resin distributors.
"Our customers' service expectations are rising," Nexeo Commercial Operations Vice President Larry Hunt said at the 2020 Plastics News Executive Forum, Feb. 25-26 in Naples. "Google is driving change by giving everyone the ability to know it now.
"It would be great if our customers would say, 'I need to Nexeo it,' just like they say, 'I need to Google it,'" added Hunt, who has almost 30 years of plastics industry experience, including more than 20 with Nexeo and its predecessor firms.
Hunt also said that "the Amazon effect" is evident in resin distribution. He described that effect as "customers' insatiable need to have it now."
"There's been a convergence between our business customer self and our consumer self," he added.
Nexeo, a major resin distributor based in The Woodlands, Texas, has responded to these technological changes by building "a digital ecosystem," which Hunt said includes the ability to track and trace on-time delivery to customers, as well as links to shipping information.
"Our customers' biggest area of uncertainty is the location of their order and certifications," he added.
Hunt also cited the uncertainty reduction theory of communication. "Lack of information breeds uncertainty, and in business, uncertainty is your enemy," he said.
Nexeo distributes resins and compounds in North America, Europe and Asia for more than 30 suppliers.