099: B2C vs. B2B Customer Experience

What’s the difference between B2C and B2B customer experience? IS there a difference? Adam and Jeannie discuss in today’s episode. B2C vs. B2B Customer Experience: What’s the difference? This may sound like a trick question, but it comes up a lot! Many B2B companies don’t believe it’s important to invest in customer experience, and some even believe it doesn’t apply to them at all. So is customer experience more important in a B2C environment? On one hand, you might say companies that sell directly to customers need to make a stronger emotional connection and therefore, have to worry more about the experience. On the other hand, a poor B2B service experience could put a whole lot more at stake at a given time. It can be challenging for a B2B company to create connections while the relationship is largely process-based. But when played right, B2B companies can see huge returns from investing in customer experience. So what’s the best way to approach customer experience in a B2B company? Luckily, both of our hosts have helped many B2B companies create experiences that strengthen lasting connections. Listen in for tips on how to approach customer experience in your business environment. Related Content EngageCustomer article, Service Failures Have Harsh Consequences for B2B Companies 360Connext® post, 3 Ways Your Org Chart Creates B2B Nightmares Episode 029: Insights from Top Customer Experience Pros Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices