1. Organizational-Level Commitment<\/strong><\/p>\nThe first step to delighting customers is ensuring the entire organizations is committed to doing so. This means all your employees need to understand what you are striving for and take your customer-centric goal to heart. You have to ensure that every stakeholder is aware of their role, and knows that no matter how far removed they are, they still contribute to the client experience. <\/p>\n
It\u2019s essential for client-facing staff to take on board the idea of delighting customers, but everyone must be just as committed to going the extra mile. This will help customers see that they do matter, which will do wonders not only for the experience but the client\u2019s willingness to overlook errors.<\/p>\n
2. Fulfill All Customer Needs<\/strong><\/p>\nA common misconception among B2B organizations is that decisions are rational and based solely on quality and price. This myth is often perpetuated by sales reps who are only interested in achieving their short-term goals. They don\u2019t listen to clients, and are so focused on selling products and services that they end up convincing the clients to buy something they don\u2019t need. While it might be nice in the short-term, over the long-term this approach will result in a lost customer.<\/p>\n
Thus, you need to not only understand what your customer needs and wants, but you also have to be empathetic. Establishing a connection with your client will help you by making it easier to understand their real needs so you can fulfill them effectively, but also to discover unmet needs they might not even know they had. When you can fulfill those too, customers won\u2019t be able to do anything but be thoroughly appreciative of your ability to go the extra mile for them. <\/p>\n
3. Make Life Easy for Your Customers<\/strong><\/p>\nIn the B2B space, the easier it is to do business with your organization, the more your customers will love you. So, if you want to build a host of loyal, delighted customers, you need to make sure that their entire journey with your organization is seamless, convenient, and easy. The fewer hassles, the more your clients will appreciate working with you.<\/p>\n
4. Be Responsive<\/strong><\/p>\nRemember earlier when we mentioned the lack of communication in the steel factory example? Well, do the opposite. Don\u2019t disappear. Don\u2019t take days to respond. Don\u2019t ignore them because you feel it\u2019s better than just telling them you don\u2019t have new information.<\/p>\n
In fact, the more communicative you are, the better. We live in the digital era when everyone expects an almost immediate response. While that might not always be feasible, timely responses will earn you a lot of favor.<\/p>\n
Being responsive shouldn’t\u2019 be limited just to communication. The more responsive you are in all areas of the business, the more loyalty you will gain. For example, a certain fin-tech company takes 7 minutes to provide approval for a small business loan. Now compare that to a traditional bank that can take as long as 20 days. If you think that fin-tech company has seen their client base skyrocket, you\u2019d be right. <\/p>\n
5. Be Proactive<\/strong><\/p>\nDon\u2019t wait around for things to hit the fan. Instead, do everything you can to anticipate the needs and wants of your clients, and then resolve their problems as quickly as possible, ensuring you fix things before they start feeling the pain. The more proactive you are, the more loyal your customers will be. <\/p>\n
6. Don\u2019t Be Stagnant<\/strong><\/p>\nOnce you\u2019ve finally gotten to the point where you are delivering a delightful B2B customer experience, you can\u2019t rest on your laurels. Customers are constantly evolving, which means you need to evolve right along with them or you will end being left behind.<\/p>\n
The agiler your organization is, and the better able you are to adapt to your clients\u2019 changing needs, the better your long-term results will be.<\/p>\n
While the B2B customer journey is far more complex than any in the B2C space, making the improvement of the client experience more challenging, it still needs to be done. B2B customers are evolving at the same rate as retail customers, and they expect more from their suppliers. So, if you want to gain a competitive advantage and watch your organization thrive instead of just survive, then it\u2019s time you look towards delivering a delightful customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run. According to Accenture, […]<\/p>\n","protected":false},"author":9793,"featured_media":886305,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/884923"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/9793"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=884923"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/884923\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/886305"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=884923"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=884923"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=884923"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}