Is Your Organization Equipped to Deliver Agile B2B Customer Experience?
In this customer age, organizations which are not equipped with an agile customer experience would tend to fall back in the race to the peak. With an agile and efficient B2B customer communication experience an organization will be equipped Agend
Online, July 2, 2014 (Newswire.com) - Webinar agenda:
Consolidation of different customer services under one platform
Multi dimensional expenditure analysis for improved visibility
Business process refinement to minimize op-ex and improve efficiency
Multiple hierarchy allocation for a centralized control
Streamlining one's operations for a better TAT
Shashwatendra Singh
With an industry experience of 7 + years, he is currently working as a business consultant helping organizations to identify the needs of their enterprise customers and enable these organizations to service their customers better while overcoming the existing environmental challenges.
In this customer age, organizations which are not equipped with an agile customer experience would tend to fall back in the race to the peak. With an agile and efficient B2B customer communication experience an organization will be equipped to gear up for the wolf race. A digital business customer with minimal level of patience and time will always be a hard one to please - this can be changed with an agile and yet robust B2B customer communication system for a better business relationship and customer experience.
Customer experience is gaining more attention within business-to-business (B2B) organizations. Rightfully so—customer experience drives loyalty with business customers. At the same time, clients and prospects are raising the expectations of B2B relationships. Using the customer insights they collect, B2B organizations are becoming more client-centric in how they develop new business, create account plans, and proactively provide support.
To evolve to superior customer experience, B2B firms must keep in consideration the following aspects:
1. Inconsistency confuses your customers -
Building trust starts and ends with consistency. If customers don't know what to expect from your products and service, they can't depend on you. Consistently doing what is right, and consistently fulfilling your promises, makes customers more trusting and loyal.
2. Communicate early and often -
Poor communication is the most common problem when a business gets poor customer service ratings. A constant, clear and detailed communication to the customers is always expected and appreciated.
3. Build relationships -
Build a positive and strong relationship with all the customers with every communication you make.
4. Be the customer to know the customer -
One has to put themselves in the shoes of a customer to know the customers' needs and demands
5. Understand the customer needs -
Understanding your customer needs and demands is not just enough; make changes to your communications as required, to meet the expectations of your customers
6. Give a unique and impressive service experience -
Review your existing communication model and come up with a better and digitally evolved communication model which will set the service experience, provided by you, at a unique level.