B2B Customer Experience: Why It Matters and Where to Start

B2B Customer Experience: Why It Matters and Where to Start

• Mar 25, 2019
• Dan Hoff
• 0
• B2B Marketing, Customer Marketing, Loyalty Marketing

by Maria Geokezas

Customer experience matters. And it does so to the tune of $1 billion a year for SaaS-based companies alone.  And most CMOs know customer experience matters. But sadly, only 57% of them report marginal customer experience impact.

Good or Bad, Customer Experience Impacts Your Business’ Bottom Line

In support of that proposition is a recent study from the Temkin Group. They found that when faced with a positive customer experience customers actually spend more. They also found that 86% of buyers are willing to pay more for a great customer experience. And that 73% of buyers point to customer experience as an important factor in purchasing decisions. Plus they discovered that 65% of buyers find a positive experience with a brand to be more influential than great advertising.

So, customer service matters. We have long accepted that principle in B2C. But today it is even more important for B2B companies. And to learn exactly where to start, read the full article at Heinze Marketing’s Blog

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