Customer experience could be proudly named one of the buzz-words of 2018. With high certainty, it is going to stay here. Whether youre working in business-to-consumer (B2C) or business-to-business (B2B) company, you should start paying attention to the way you create customer experience immediately, if you havent done so yet.
At least 80% of B2B buyers now expect the same buying experience as B2C customers. After all, the business people youre dealing with at work are the same who are ordering goods from Amazon in their free time. B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and... very often experience the same old "traditional" system. Instead of an online catalog, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call. Does it sound familiar?
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