The Amazon Effect – How to Create a Competitive Customer Experiences Your customers don’t live in a vacuum. B2B customer expectations are impacted by their experiences on the web – in their personal lives and their responsibilities on the job. Amazon has set the bar for customer experience. I share my thoughts on how to […]
New Video: Introducing B2B User Personas
I wanted to share a brand new video that we created for our member site, the DigitalBranch. It’s all about getting the ball rolling on understanding customer experience. This video walks through user personas – what they are, how to create them, and their role in defining your customer experience. Because the better you understand […]
New Video: eCommerce in “Real Life”
What if your in-person experience matched your website? We imagine what it would be like for a customer interacting with a person like they interact with a website. Here’s what we think: Video image credit: https://www.webpagedepot.com/rexel
The Customer [Question] is Always Right
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The benefit of the digital age is that we can do so much communication. However, what happens when your customers get stuck? How quickly can you help answer a question? And, what’s the value you can provide? Best practices: prominent toll-free number in the header and/or footer easy access to send an email live chat […]
Are You Ready to Face Amazon Business?
I sat down with the CEO of the digital platform software company BloomReach to discuss Amazon Business’ competitive threat to B2B. One year after launching, Amazon Business surpassed $1 billion in sales. As B2B commerce shifts to online, you are being forced to compete in unknown territory and in a fast-changing landscape. During this period […]
30+ Customer Experience Trends and Statistics for 2015 [cont’d]
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Check out more trends 20 B2B E-Commerce Trends & Statistics. Not all of these are B2B, but a great list nonetheless. The Future of Customer Experience In just a few years 89% of businesses will compete mainly on customer experience. source By 2020, the customer will manage 85% of its relationship with an enterprise without interacting […]
Do B2B Buyers really need an Amazon like experience?
Attend a B2B conference or pull up any B2B e-commerce blog these days and you will hear everyone talking about how B2B Buyers expect an Amazon like experience on your B2B site. The basic tenet is that Buyers have expectations from at-home experiences that they bring to a B2B site. The main point is […]
The B2B Customer Experience
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 […]
How to use Personalization in B2B eCommerce
Personalization is a popular and active topic of discussion in the e-commerce world. Most eCommerce vendors and agencies talk a lot about how they can help their customers create a personalized customer experience. In B2B, where we often are just fighting to get our site up, what role should Personalization play? 50% B2B Buyers Want Personalization […]
YouTube: Transformation and B2B E-Commerce
In December of last year, I was able to deliver a keynote address at the B2B Multi-Channel event titled Building a Business Case for B2B E-Commerce focused on transformation and B2B E-Commerce
