B2B Brand-Ism #11: Brands that Care More Win More.

B2B Brand-Ism #11: Brands that Care More Win More.

The new battle for customers is not being waged on pricing and features alone. For today’s B2B brands, it’s all about Customer Experience. Customer experience can literally make or break an organization. One bad customer experience can set off a spark, igniting fires online and offline that expend time, money and mental energy to put out. Smart organizations are investing in customer-centric brand building and customer experience strategies and tactics to not only win more business, but ensure that the business they have does not drift off to the competition.

A great customer experience can only be delivered from a brand that truly “cares” about its customers. Nobody is a number. Nobody feels like an afterthought. It’s high touch love from start to finish; and this energy must permeate every touchpoint that the brand delivers.

Here are a few stats to get you energized about improving your brand’s customer experience, if you’re not working on it already:

• 95% of buyers talk about poor customer service experiences with other people. (American Express)
• 40% of customers begin purchasing from a competitor because of their reputation for great customer service. (Zendesk)
• Companies that excel at customer experience grow revenues 4-8% above the market. (Bain and Company)
• 66% of buyers say they are likely to switch brands if they are treated like a number instead of an individual. (Salesforce)

What you can do right now. Many of the solutions walk through the doors every morning. They are your people. Begin an open and honest discussion about what you can do as an organization to deliver an excellent customer experience with every product, service or engagement. Make this a corporate priority, starting today.

What else you can do. Give us a call. We are experts at building customer-centric brand positions, messaging and solutions designed to keep the customers you love, and attract the ones you would love to have. Now go out and make a customer smile today!

Simply fill out the form below or give us a call at 908-534-9044.

About The Author

We specialize in b2b, supporting the clients who are the "The Brands Behind the Brands." These are the supply chain partners of brands, either in Tier 1 or Tier 2 positions, who drive value through the delivery of goods, services and technologies. We enjoy blogging about all things related to Branding, Marketing, Inbound, Tradeshows, etc... And we're always happy to talk about any ideas you may have that might Get You To Your NEXT!