The last months showed that the internet has become indispensable to maintain business continuity. Organizations operating in the B2C model have been using digital communication channels for a long time. This is why now, the easier it was for them to develop the online area. The B2B model, due to its more complex purchasing process and rooted relational approach, implements those changes more slowly. The necessity for adjusting to the current situation and response to the consumers’ needs is noticeable and even more urgent than ever before. Customers expect empathy, engagement, individual approach, and other values tailored to their needs, regardless of whether the customers buy for themselves or on behalf of their employer.
How to build a model Customer Experience?
- Get to know the customer, their needs and goals.
- Design the customer service process using every form of communication (phone, mail, chat, social media, and so on) and at every stage of the customer lifecycle.
- Measure the effectiveness of processes and optimize operations.
Building a positive Customer Experience is a process that requires constant work and continuous changes, measuring results of the undertaken actions, and adjusting to the customers’ needs. The customer should feel 100% taken care of at every stage of this process.
That is exactly what we will talk about during the eTrade Show, of which we are the Brown Sponsor – how to achieve a high-quality Customer Experience. Our presentation will start at 2 p.m. at stage A.
The presentation will be held in the Polish language. If you want to know more, click here.