Trying to convince an executive team or a boardroom about Customer Experience in a B2B organization is tough. Often we communicate the value of customer experience as protecting our brand or as some way of emotionally connecting to our customers. In the boardroom, it is tough to connect the dots between revenue growth, operational efficiency and customer experience??
In this keynote I talk about a new way to communicate the value of customer experience in B2B organizations including references to Gary Vaynerchuck, Sweep the Leg, Johnny, the A-Team, and other 80s and 90s TV, Video, and Music references.
Building a Business Case for B2B Customer Experience and E-Commerce