B2B Experience

How To Improve B2B Customer Experience In 2023

3 minutes, 52 seconds Read

Business buyers would seek improved digital customer experiences in 2023. The typical corporate buyer seeks a B2B customer experience at work that is comparable to their personal B2C shopping experiences.

Experience matters more to customers than pricing, and experience quality can mean the difference between success and just survival. Learn about success metrics and have a better understanding of the significance of the B2B digital customer experience by using this guide.

This post provides the knowledge you need to enhance your B2B customer experience, whether you’re a brand manager, digital director, or a member of the sales or marketing team.

B2B Customer Experience: What Is It?

Your B2B customer experience (also known as CX) should not be confused with your B2B customer service experience. The full buying experience includes more than just customer service.

What precisely is a customer experience, then? It includes every exchange a prospective customer has with a business’s personnel, goods, and digital assets.

The first time a person interacts with your brand, that’s when the experience begins. It might come via a web search or by reading blog posts, articles, or whitepapers from the business. It covers everything, from the seminars and podcasts you provide to website-based searches.

Enhancing B2B customer experience

Enhancing the B2B customer experience, according to McKinsey, results in:

  • Customer attrition is reduced by 10% to 15%.
  • Win rates will rise by 20% to 40%.
  • 50% less expensive to serve

According to a collaborative study with WBR, the most frequently mentioned pain problems for B2B buyers are the absence of customization, localization, or personalization (39%), the difficulty to access real-time inventory levels (38%), and annoyance with drawn-out purchase processes (34%).

Options for customization and personalization

Quit attempting to develop remarkable B2B purchasing experiences using a B2C e-commerce platform. Look for a B2B e-commerce platform that enables localization, customization, and personalization at the customer level.

Make unique digital price lists and catalogs for various customers. Include the items that are compatible with commonly bought items or those that are regularly purchased.

Use a B2B e-commerce platform, such as Tradekey.com, that enables you to serve up localized web pages based on the language, currency, product availability, and shipping choices. Afterward, add the frequently bought items to those pages.

Buyers demand a simple, frictionless B2B experience in 2023, and this is it.

Provide access to stock information

Connect any other systems, such as ERP, WMS, or e-commerce sites, to offer real-time information on product availability. Whether you utilize batch processing or real-time processing, keep the data flowing to stop website visitors from speculating about whether you have what they need in stock or not.

Use geolocation technology if you run numerous warehouses to ascertain which facility will fill an order and how long the shipment might take.

This makes it simpler for the consumer to execute a transaction and gives them confidence that their order will be filled without them having to call or email regarding stock. Any effort you make to shorten the purchasing process will enhance the B2B client experience.

Adapt to the way customers make purchases

Allow your customers to control their account access and permissions. This enables your e-commerce system to follow the client’s hierarchy of purchases. This advances personalization significantly.

Establish an integration with the B2B buyer directory after learning whether your customers prefer utilizing your e-commerce platform for EDI or their e-procurement system.

Extend the range of your content

B2B buyers are searching for a B2C shopping experience similar to Amazon in 2023. Therefore, optimize your content to increase the user experience. Offer how-to and troubleshooting videos, allow customers to download Material Data Safety Sheets, user manuals, and installation directions, and incorporate intelligent search to make things even easier to find.

Add ratings and reviews of the products. Utilize the information in your CRM to send the ideal content at the correct time for the buyer’s journey stage.

Pose possibilities for self-service

Customers want to take on as much responsibility as they can. Access order data (including status and tracking), bills, and order history through self-serve portals. Reordering through order history should be possible.

To simplify return management for the consumer, digitize the return authorization process. Provide online chat with a real operator or an AI to handle common questions.

Customer feedback score

This metric for B2B customer service experience can be used to examine a particular aspect of the encounter or to gauge satisfaction with the experience overall. To assist with A/B testing or track the success of changes to the client experience, you can inquire about a particular step in the purchasing process.

Similar Posts

Leave a Reply

Your email address will not be published. Required fields are marked *