Bridging the Gap Between B2B and B2C
More than ever before, the lines between B2B and B2C are blurring when it comes to customer experience. I see this every day and recently wrote for Loyalty 360 that we’re all driven by the same emotional connection and engagement—both for personal consumption and with the brands we do business with professionally.
There is little differentiation anymore about expectations for business, whether as a consumer or business interaction. Because of similarities between B2B and B2C consumers, B2B leaders must understand that the expectations of their customers are evolving because of B2C customer experience.
So, not taking CX into account for B2B organizations can significantly hurt competitive advantages. Being more creative in understanding customers and engaging with them at every touch point can only help.
The post Bridging the Gap Between B2B and B2C appeared first on Customer Experience Management Blog.
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