Unlike B2C business owners, most B2B players haven’t really invested in improving the B2B environment for their clients.
B2C businesses have their customer experience strategies down to a tee since retail markets are quite volatile.
However, B2B clients are also susceptible to emotional undercurrents that may affect how much the client is willing to transact with them. You don’t need to overhaul your entire business environment.
You simply tweak a few processes that directly deal with your clients.
Retain Your Clients
Customer retention is a priority for ANY business. Customers are the lifeline of the business, and the only way to retain them is to make them feel prioritized.
By investing in Customer Identity and Access Management systems (CIAMs), you will personalize every client’s experience in one single move.
When your customers are able to access your online platforms and create accounts for dedicated services, they will no longer need to scout around for another business partner.
CIAM systems also help in managing your clients’ expectations by allowing them to provide valuable feedback real time. When your clients know that they have your attention whenever and wherever they are, they are more inclined to stick around.
Professional Customer Support Teams
This cannot be stressed enough. A single nasty phone call is enough to drag your business through the mud! By investing in efficient customer care teams, your clients will experience something the most efficient digital platform can’t compete with – human interface.
Humans naturally gravitate towards whoever they feel a connection to. Furthermore, long gone are the days where managers would look for you as potential business partners.
There is too much competition out there for your business to slacken with its customer relations.
It’s well known that for every dollar you invest in quality customer care services, you generate three dollars in revenue. This should be a motivator for you to invest in the most effective communicators available, and to regularly update their skills through coaching.
Personalized Customer Experiences
Any great business survives on one main thing – personal customer experience.
So, how do you personalize your customer experience? Simple, your CIAM system and communication channels will do that for you.
Through the CIAM system, you will have access to particular expectations each client will have expressed. To access more data, your professional customer support team can ask your clients for feedback and any information that they feel will improve their experience.
While you cannot satisfy each and every client’s whims, you will have all the potent data on what to invest in for your clients to be more content.
Improve Your Digital Portals
Today, no business can survive without a digital portal. Digital commerce platforms are super convenient for clients.
Most managers today gravitate to businesses with online commerce platforms simply because of the convenience. No one will ever be in an emergency to dial your number when your competition offers communication at the tap of a button.
So keep abreast; invest in e-commerce platforms, and you will not regret one bit.
— FPX (@FPX) March 21, 2018