How to Deliver the Seamless, Customer Experience during a Pandemic

The last few years have seen an incredible increase in the attention paid to the discipline of Customer Experience. Also, improving customer experience through better technology and automation represents a huge opportunity for most B2B businesses. The customer feedback forms help you to drive B2B Customer Experience success, based on the analysis and research of hundreds of top B2B brands.

McKinsey & Company evaluates that improvements in customer experience can lead to a 10% to 15% reduction in customer conversion, a 20% to 40% increase in win rates of offers, and 50% lower costs to serve. Likewise, a 2020 report by Adobe finds that B2B companies leading in customer experience are 3 times more likely to have significantly exceeded their 2019 business goals.

Tips Deliver a Great B2B Customer Experience during Pandemic:

1). Speed: Speed up the customer journey and buying process.

Time is the customer’s greatest resource. As we become accustomed to getting everything faster instant responses, real-time updates, same-day, and even next-hour delivery, etc. Beneficiating with a fast and effective B2B customer journey is what can help businesses get ahead.
According to the research, speed and efficiency came up as recurring priorities throughout our research into the B2B buying process. Increasing the efficiency of the purchase process is a top KPI for 36% of the B2B customers surveyed.
Now let’s see how you speed up your B2B customer experience:
● Offer 24/7 self-service
● Free up your team’s time to focus on quick responses
● Stay updated with new technologies

2). Ease: Keep things simple and easy.

The second key element of optimal customer experience, be it B2B or B2C, is ease. B2B customers, in short, look for straightforward and precise buying experiences. So, make it easy for your customers to complete their tasks. Simplify the customer journey. And remove any friction.

Things you can do to simplify the B2B customer experience
● Optimize the usability of your website
● Prevent errors
● Leverage Technology

3). Consistency: Provide a consistent experience at every touchpoint.

Delivering a great B2B Customer Experience also means offering a continuous experience in every mode. That is a strong omnichannel experience. Due to the complexity of the B2B buying process, including the fact that several different buyer personas are involved at each stage of the process, it’s common for multiple channels to be used in a single purchase.
Customers expect a seamless and consistent B2B experience, even when they switch between channels so it’s important to maintain consistency on a large scale.

4). Relevancy: Make it relevant to your customers.

As you choose to improve your B2B Customer Experience, you should make sure that the experience you offer your customers is relevant to them. What do they need? What do they expect? How do they want to interact with you? So for all this question, the answer is So, get to know what customers in your market, your industry, and your region are looking for now, as well as anticipating their future needs.

To create a more relevant B2B customer experience, try this following steps:
● Get your customers involved
● Map your B2B customer journey
● Personalize the customer experience

5). Transparency: Be transparent in your communications.

Transparency is the key to communicating with customers with whatever channel you use. It helps to set the right expectations and builds trust between your company and your customers.

Transparency here indicates the access to accurate information and being responsive when communicating with your customers, including:
● Offering the correct pricing, order calculations from the start
● Acknowledging mistakes and being open with your teams and customer
● Delivering Quality Services
● And of course: keeping the promises you make!

6). Personal Touch: Personalize your approach and pitch accordingly.

A streamlined omnichannel strategy that provides real-time, accurate information is a way to deliver more transparency in your B2B Customer Experience.
In such a data-driven world, consumers now expect highly personalized experiences tailored to them. In response, advertisers have changed their strategies to better provide prospects for what they want at the moment they want it. 75% of business buyers foresee that by 2020, companies will be able to anticipate their needs and make relevant suggestions before they initiate contact.
Personalization allows B2B Companies to optimize their marketing strategy by:
● Targeting high-intent customers
● Utilizing the most appropriate channels
● Delivering the perfect messages
● Communicating in real-time

In turn, having a personalized strategy really impacts ROI, as 79% of businesses that exceed their revenue goals have a documented personalization strategy.

Improved customer experience is closely linked with increased revenue as well as other advantages. Also, B2B companies will need to shift to a human-centered design model and make effective use of artificial intelligence, analytics, algorithms, and other tools to discern customer needs and predict buying behavior.

Find out more about your B2B customers, their behavioral wants and expectations from VSynergize. Looking to improve your online customer experience? We can help Reach us on +1-732-481-9424 or email at info@vsynergize.com