Adam and Jeannie discuss key distinctions to handling B2B vs. B2C customer relationships.

B2B vs. B2C customer experience

Customer experience is all about people, regardless of whether it’s a B2B or B2C relationship. Core customer experience practices still apply in both cases. But there are a few critical distinctions, and each can come with its own set of challenges.

“B2B is not just about faceless organizations. It’s about people too.” -@jeanniecw

Much of the great customer experience advice out there does not outline best practices for B2B vs. B2C customer experience. Today we’re covering some key distinctions around gathering feedback, innovating, getting buy-in, and more.

“The advantage of co-creation with another business is that they have a lot invested…” -@adamtoporek

So, are you B2B, B2C, or a combination of the two? How you answer can make a big difference in how you approach and nurture customer relationships. Listen in for tips you can use today!

Related Content

• 360Connext® post, 7 Ways to Mystery Shop Your B2B Experience
• Episode 167: Signs You’re Losing a Customer
• Episode 099: B2C vs. B2B Customer Experience
• We’re on C-Suite Radio! Check it out for more great podcasts

Sponsor message:

Give your team the customer service training they deserve

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.

 

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices