With customer experience a focal point for businesses across all sectors, marketers shouldn’t just be looking at B2C brands for inspiration as B2B is increasingly seen to be leading the way.
https://www.marketingweek.com/2018/08/22/b2b-brands-customer-experience/
Let’s face it - customer experience has not always been the number one focus for most B2B companies. The truth is the mindset of companies in the space is changing with new technology and opportunities. Although most B2B companies realize that customer experience is important, less than a quarter of companies actually emphasize it. The companies that put resources into creating a powerful customer experience see higher revenue growth than their competitors, showing the importance of focusing on customer experience.
https://customer-relationship-management.cioreview.com/cxoinsight/4-ways-to-build-a-powerful-b2b-customer-experience-nid-26713-cid-108.html/
When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise. If the Wi-Fi is out when you want to stream Netflix, that’s frustrating. If systems management software shuts down, that could bring an entire business to a grinding halt.
http://www.customerexperienceupdate.com/?open-article-id=8268637&article-title=3-winning-factors-for-b2b-customer-experiences&blog-domain=incontact.com&blog-title=incontact/
In this month’s conversation with Johannesburg-based author Mark Eardley, we discuss why differentiation seriously matters and how customer centricity (what Forrester calls customer obsession) plays a key role in getting your firm to stand out from the crowd. It’s about differentiating based on your customer experience — making CX one of the key things that distinguishes you as an organization.
https://go.forrester.com/blogs/b2b-marketers-should-differentiate-on-customer-experiences/
B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-customer-experience/
How would you like to reduce customer churn by 27%, increase Net Promoter ScoreTM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas.
https://clearaction.com/operations-involved-b2b-customer-experience/
