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With the ongoing Covid 19 pandemic the digitization of B2B has become inevitable. And since customer experience plays the most vital role in nurturing prospective customers, many B2B brands have started embracing marketing strategies, communication, customer service, and online user experience, just to provide their target audience with the best customer experience (CX).
In this blog, we will talk about
So, let’s take a look at the B2B customer experience trends that will drive growth for your B2B company.
B2B Customer Experience
B2C customer Experience
B2B customer experience is built over time with more interactions.
B2B customer experience has become a big market over the years because they are more than 86% of B2B companies that consider CX important now compared to it being at 3% back in 2015. The customer experience management market is projected to grow over $14.9 billion by 2025. These B2B customer experience statistics prove that B2B companies have to start using CX, to help leads find the information they seek and interact with them across all channels.
Over three-quarters B2B buyers are ‘significantly influenced by social media. This is why it is extremely important to be accessible on numerous social media platforms. The B2B companies with omnichannel facilities will have a competitive edge over the others in their industry. In order to deliver experiences that go beyond what they expect, B2B must be ready to put in the time to research and understands the needs and expectations.
Not many people know that B2B customer service professionals go through extra pressure on response time and first contact resolution because B2B leads often rely on a company’s product for their business’s health. So, customer service can improve B2B sales as:
It is important to be consistent throughout the customer journey. Every touchpoint should provide a consistent experience. Make sure the B2B experience is seamless when they switch between channels.
When it comes to offering the best B2B customer experience you need to offer a personalized experience. The customer experience should be top-notch with personalized elements, as it is the most important pillar of B2B customer experience.
You have to listen and show that you understand them. Another reason why personalization is important is that B2B clients expect you to know their preferences and want relevant experiences just like B2C customers. Remember that every touchpoint throughout the buyer’s journey can be personalized.
Personalization elements can be added in the form of a proactive call or message, a friendly greeting on the website, handwritten notes, personalized gifts, among others. You can also add personalized elements in the types of content you offer like blog posts, vlogs, PDFs, surveys, etc. With the ongoing Covid 19 pandemic, companies have also started personalizing virtual product demos which help clients visualize how they will use products and services within their businesses.
Technology for marketing automation has increased over the years, which is also being implemented into B2B marketing. Automation increases efficiency and helps save the time of your marketing team. By automating simpler tasks, your employees will also be able to concentrate on other more important tasks.
This is among the B2B customer portal best practices, as it is easier to attract new prospects and keep regular contact with leads and customers.
Many B2B marketers tend to overlook the role of marketing automation after getting customers, but it must be used for customer retention. Make sure to implement automation in the distribution of lead materials like checklists, webinars, competitions, eBooks, blog posts.
But before you make a B2B customer-centric brand, you need to start with a vision and identify the challenges that you may face in future. In order to provide the best B2B experiences, you have to be present on various channels, provide personalized and vital personalization.
Here are a few ways to improve your customer’s experience (CX):
A satisfied customer acts as the foundation of any business. And since customers can only get satisfied with a good customer experience if it includes factors such as:
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