Successful B2B Marketers Know Customer Experience Is a Three-Legged Stool

       

      In the business-to-consumer (B2C) world, support typically happens after a company has earned a customer and relates almost exclusively to an individual’s relationship with a product.

      Another characteristic of B2C customer service that differs from business-to-business (B2B) is that support is often problem-focused.

      For example, if a consumer buys a malfunctioning kitchen appliance, he or she will contact customer support for help troubleshooting the issue or even to seek a replacement. In regards to reaching consumers, B2C brands face the challenge of communicating a product’s value proposition to shoppers and convincing consumers to make final purchase decisions.

      Bron en volledig artikel: MarketingProfs