What’s the difference between B2C and B2B customer experience? IS there a difference? Adam and Jeannie discuss in today’s episode. B2C vs. B2B Customer Experience: What’s the difference? This may sound like a trick question, but it comes up a lot! Many B2B companies don’t believe it’s important to invest in customer experience, and some even believe it doesn’t apply to them at all. So is customer experience more important in a B2C environment? On one hand, you might say companies that sell directly to customers need to make a stronger emotional connection and therefore, have to worry more about the experience. On the other hand, a poor B2B service experience could put a whole lot more at stake at a given time. It can be challenging for a B2B company to create connections while the relationship is largely process-based. But when played right, B2B companies can see huge returns from investing in customer experience. So what’s the best way to approach customer experience in a B2B company?
