Customer experience is key to staying competitive. These 4 actionable strategies will help you modernize your customer experience & meet buyer expectations.
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4 Ways to Craft a Modern Customer Experience | Handshake
1. Post Link: 4 Ways to Craft a Modern Customer Experience
4 Ways to Craft a Modern Customer Experience
A shift is taking place in the world of wholesale and B2B purchasing, and it’s time for your
customer service strategy to reflect that shift. Here are 4 actionable steps you can take to
create the modern customer experience that retailers are coming to expect.
1. Adapt to new B2B buying behavior.
B2B purchasing behavior is changing, and it’s beginning to look a lot more like the B2C buying
journey. While the sales process of the past might have began with printed catalogs or calls
with sales reps, it’s now getting started with a wholesale vendor’s website or online search.
Forrester Research has found that 57% of B2B buyers began their product search through one
of those online channels. Another Forrester survey found that offline customers that are now
buying online actually end up having larger orders and cost less to support.
Take action: Build a modern online presence and provide an eCommerce portal for your
retailers to place orders online.
2. Provide all the information they need to make a purchase decision.
Just as Amazon provides detailed product descriptions and specifications, high-resolution