B2B Customer Experience: A Practical Guide to Delivering Exceptional CX

B2B Customer Experience is a handbook that guides how to deliver the best customer experience in the business-to-business realm. It emphasizes the importance of emotions in driving experiences and helps organizations distinguish themselves from competitors. The book is divided into five parts and is practical in its approach, with real-world examples and discussions of critical features such as customer experience, loyalty, and inertia. It is a must-have text for marketing professionals working in a B2B environment.

Format: Paperback / softback
Length: 248 pages
Publication date: 03 June 2018
Publisher: Kogan Page Ltd

Delivering an exceptional customer experience (CX) within the business-to-business (B2B) realm is a crucial focus for marketers who strive to differentiate themselves from competitors and attract new business while retaining existing clients. Recognizing the profound impact of emotions on our experiences, B2B companies are increasingly prioritizing CX in their strategies. This comprehensive guide, B2B Customer Experience, provides readers with the essential tools and strategies to achieve this goal.

The book is divided into five parts, each designed to guide readers through the process of planning, mapping, structuring, implementing, and controlling an effective CX program tailored specifically for the B2B environment. Through clear and compelling arguments supported by real-world examples, readers will gain a deep understanding of critical concepts such as the distinction between customer experience, loyalty, and inertia, as well as how to leverage journey maps to identify strengths and weaknesses within an organization. Moreover, the book emphasizes the importance of involving sales teams in the CX program to ensure seamless integration and collaboration.

Drawing from some of the most renowned examples of consumer-focused CX from companies like Zappos, Nordstrom, and John Lewis, B2B Customer Experience serves as a valuable resource for marketing professionals working in the B2B space. By embracing the principles outlined in this book, organizations can create a truly remarkable customer experience that sets them apart from their competitors and fosters long-term loyalty and success.

Weight: 410g
Dimension: 231 x 171 x 15 (mm)
ISBN-13: 9780749481858