The customer is King! We utterly believe in this maxim and help you direct the spotlight on your customer. We use technology to bring life and fun to your interactions with them; regardless of whether they belong to the B2B or B2C environments. It is vital to remember that customers can upset the applecart with a single negative comment.
Though the role of a customer isn't technically different for B2B and B2C businesses, the impact of customer experience can change drasticallywith each. In the B2C space, interactions with the customer happen primarily during and after the purchase, as opposed to B2B wherethey happen through the entire customer lifecycle.
This implies that the stakes are much higher in B2B businesses where a customer is looking for a solution to solve or optimise a specific problem in their company, which in turn will help improve the service they provide to their customers. This two-level dependence is the reason why the evaluation process involves more intense comparisons and approvals, resulting in a lengthier buying cycle. Customers make more informed choices and lookfor specific features that will complement their business processes, expecting to have personal touch points so they can quickly reach out when they face issues.
Another point to note is that customer expectations vary greatly in the two markets. In B2B, customers can request product changes or tweaks that cater to their requirements, whereas in B2C, a majority of the customers have to face the same issue to warrant a product change.
Earlier, it was more than enough for businesses to simply meet customer expectations. Things have changed drastically over the last decade with some businesses raising the bar on customer expectations with the service they deliver. Today, it has become an absolute necessity for businesses to go the extra mile when it comes to customer interactions. Customers expect to be surprised and the customer service experience is often a deciding factor when it comes to choosing a brand over its competitor. They exercise this power of choice by voting with their wallets.
Secondly, platforms like Twitter and Facebook are also changing the way customers talk to brands. They can magnify the impact of a single support experience, be it good or bad, and change the collective opinion of a brand with social media. While this makes customer service more challenging, it also serves as an excellent opportunity to provide good customer service and be rewarded for it.
According to the team at Freshdesk, the company observes no distinction between those on the free trial and those on the highest tier of the paid plans. Irrespective of the roles, employees at Freshdesk, the team says, put the focus on customers tocreate good customer experiences at every stage of the customer-business relationship.
Customer Happiness Tour to achieve the following goals:
customers constantly rethink their business processes and develop innovative projects that impact the world. We want to highlight these successes and share your story with our community.
No one has to lose for someone else to win. Instead, consider crafting mutually-beneficial relationships with your vendors to help them produce and provide the kind of useful, fun, well-designed, high-quality products that will delight your customers.
How do you do this? To be honest, these relationships develop over time, but in the beginning, you should spend a lot of time getting to know your vendors, learning about their business and the issues they face. You should then be constantly searching for ways to help them, make them happier, more productive and more profitable. And in turn, let them get to know you and your business and what you stand for.
When a customer comes to you asking about a product, an employee should start asking questions to truly establish her needs -- maybe even uncovering needs she didn't know she had in the first place! Then, the employee can suggest the best possible solution for the customer -- whether that's the product she originally came to you for or not. That's truly great customer service and one of the biggest differentiators out there.
Never underestimate the importance of creating an environment where people WANT to shop. And this applies whether your business is brick and mortar or online. I call it having that "air of excitement," something you can feel in employees' smiling faces and genuine interest in a customer's needs or in the bright visual displays of elegant, clever, useful products.
Customers can sense when employees are having fun and enjoying their jobs -- and this attitude is contagious, which hopefully causes customers to spend much more time shopping. That's something that differentiates you no matter what you're selling.