Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.
To get us started, here are the rules we shared on a recent podcast, and then, we’ll take a deeper dive into the concepts behind each of them:
- B2B is complicated, so you need to simplify it.
- Recognize that customer emotions apply.
- Manage different customers differently.
- Define the experience to align the organization.
- Focus on the art of the possible.