Case Study Of B2B And Customer Experience

Consumers do, in fact, care about experience. In fact, in many ways the rise of quick-service formats and automated service has actually fuelled a greater desire for good old-fashioned customer service, particularly in face-to-face form.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

The consumer experience in a service encounter is absolutely critical to the prolonged success of an organisation. Driggs (2008) explains that through the delivery of a superior service, a company can create a sustainable competitive advantage, and as a result, establish the roots of customer loyalty. Such loyalty is the direct outcome of personal interactions between employees and customers (Hennig-Thurau et al. 2002).

Most of the needs experienced by the business to business (B-B) market are those which help them fulfill the needs of their own customers –“derived demand” (“B2B Market”, 2015). All businesses need resources and infrastructures in order to provide services and products for their customers (Grewal, p. 210).

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

It can become competitive as we will want more recommendations and more continuous business than any of our competitors in the trade, so as a business we will want to go that extra mile to impress customers. Customers like to have regular interaction with us as it makes them feel secure and confident.

BTEC Unit 4: Principles of Customer Service M1 task: Compare how two selected businesses satisfy customers Paragraph 1 - Introduction – Customer satisfaction is when a company tries their best to satisfy customers, for instance: a customer wants an item to be sold in the store so they ask the company if they can put it on the shelves and they actually do it which is listening to a customer and satisfying them with hopes that this will gain them more customers, a better reputation and keep the current customers and this is a part of keeping customers in their company. In other words, this is used to maintain their customers in a simple, easy way such as listening to store suggestions and complaints to fix any potential issues the company has.

The customer experience is a competitive battleground and your company’s fate is tied to it.

It has a complex and longer purchasing process, and the order can be repetitive and stable. It is focus on relationship management, and B2B need to keep that chain of command in mind. It has higher risk than B2C, because the investment sums are much higher. Purchasing the wrong product or service, the wrong quantity, the wrong quality or agreeing to unfavourable payment terms may put an entire business at risk. Since there are more people involved in the decision making process and technical details may have to be discussed in length, the decision-making process for B2B products is usually much longer than in B2C. Companies seek long term relationships as any experiment with a different brand will have impacts

Customers are more willing to purchase from companies that they feel consider their needs when they create products and services. The more loyal customers are to a business, the more likely they are to refer the products or services to friends, family and business associates. Customer service becomes a part of your company's brand when you run a customer-focused business. When customers hear the name of business, they automatically associate it with knowledgeable and friendly sales professionals and a company dedicated to ensuring customers' needs are met. Companies such as online retailer Zappos and Trader Joe's are celebrated for their dedication to being customer-focused businesses and providing superior customer

This is a statistic that makes our hearts sing, because with a solid B2B sales process, it is likely that you can increase the percentage of sales staff that excel, and hence reap greater profits. B2B firms that have a sales process that meets the

Salesforce is fundamentally set up utilizing a Business to Business (B2B) model when contrasted with a Business to Customer (B2C) model. It utilizes Accounts to speak to a Business and Contacts to speak to people both regarding it 's B2C clients, it 's B2B clients, it 's associates, it 's representatives, administration suppliers . The partners Contact records in the Salesforce database to their part inside the Account Record.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in