Most B2Bs suck at Customer Experience (CX).
A simple truth: The more pains your b2b company solves for clients — with the least amount of friction to value and desired outcome(s) — the stronger their position will be to build a loyal brand following and recurring revenue base over-time.
In some cases, (some)…B2B companies are able set conventional wisdom aside for macro gains.
That’s why B2B leaders with an ability to practice delayed gratification are in an interesting position.
You could choose to invest in CX solutions now, and get ahead of their cohort and competitors. …
When it comes to Customer Experience (CX), the answer is YES. But is the B2B world paying attention?
In case you haven’t, here’s a quick rundown:
So, what do these B2C brands have in common?
They all have a dependable, consistent and STRONG CX motion that differentiates them in a meaningful way from their competitors.
And that’s the reason you often see many more cult-like followings tied to B2C brands vs B2B’s.
More impressive even, having killer CX, in some cases, has led to B2C companies reaching the coveted ‘cultural phenom’ status. …
There are some…*some*… B2B companies selling business-to-business products who are able to set conventional wisdom aside in the spirit of long-term growth in the highly competitive subscription economy.
This means less focus on customer acquisition and more on ramping up retention and expansion based initiatives. But, in B2B, it’s all easier said than done.
So, you can imagine I was not surprised to read this mindblowing…