Customer experience and personalization are a necessity, not a trend

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Customer experience and personalization are a necessity, not a trend
Customer experience (CX) is the customer's feeling from interacting with a company: from the first "Hello!" to the final "See you soon!"

For example, when an ATM tells you “that was great” after giving out money, it evokes positive emotions.

And businesses need to evoke such emotions at every stage of interaction with the client.

Personalization is when a company takes into account the unique needs of a customer.

For example, they offer logistics that take into account non-standard volumes and urgent deliveries, and call it “A plan for future market leaders.”

Let's be objective: personalization to improve customer experience has long ceased to be a trend and has become a necessity for companies striving for success in the digital environment.

By the way, according to the results of a Salesforce study , 79% of customers are willing to provide information about themselves in order to improve service.

However, almost 46% of B2B respondents are dissatisfied with the purchasing process on B2B platforms. Buyers are transferring their purchasing experience from B2C to B2B and expect wholesale purchasing to be just as convenient.

What B2B clients pay attention to:

clear pricing: price and purchase conditions;
description and visualization of products: customers kazakhstan consumer email list love with their eyes;
fast, convenient product search and intelligent tips. Especially for complex products, it is necessary to simplify filtering;
training and knowledge base;
availability of additional services: calculators, planners, etc.;
personalization;
resource speed: no one likes to wait;
delivery conditions and logistics: not only the speed of the resource, but also the speed of delivery of goods;
mobile experience and accessibility across devices: many resources are not adapted for mobile devices, which causes great difficulties;
level of service and support: if a client cannot contact an operator for a long time, this causes negativity;
integration with order management and order accounting systems and with other systems (CRM, EDI, TC and others);
data security level.
This article tells you which pages of a B2B website should be given special attention and how to fill them with content correctly:
Not emotions, but logic: what a B2B website should be like to generate sales