How Well Do Consumer Expectations Relate to B2B Buyers and Sellers?


So many of us have talked extensively about the impact of B2C expectations on the world of B2B. Indeed, consumer experience has had a huge effect on business buyers and how we sell and deliver to them.

I’ve adapted a set of B2C best practices from an article in Forbes, and then I relate them to B2B CustomerStrategy drivers. Thank you to the Young Entrepreneur Council (YEC) for the inspiring lessons.

Adapted B2C Best Practices:

  1. We’re in the reorder business: focus on retention
  2. We deliver with simplicity: eliminate effort
  3. We are a trusted partner: master the customer’s business
  4. We solve our customer’s problems: measure CustomerValue
  5. We capture our audience: drive CustomerEngagement
  6. We foster empowerment: enable CustomerAdoption
  7. We ask for direct feedback: VOC program
  8. We provide “white glove” experiences: create Brand Advocacy
B2C Lessons for B2B

How To Enhance Your Business’s User Experience: Eight Vital Lessons

More to explorer

Voice of the Customer: What’s Next

Even the most robust Voice of the Customer programs often lack the sophistication needed to consolidate and analyze customer input for a cohesive company-wide view. Worse yet, we see that most companies build programs that fail to apply this feedback as the impetus for transformation.

Evaluating CX Strategies

Under the best of circumstances, I’m a bit of a grinch but this has been an undeniably brutal year for humans and Earth. That said, there are things I feel good about as we slide into the last days of 2021. My family is healthy, business has been great, and I have encountered remarkable leaders and innovation that are truly furthering the state of CX. Yes, CX is that important. It affects everyone of us as consumers, patients, students, caregivers, citizens, professionals, customers, parents, and friends.

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