Just as businesses used to fool themselves into believing they controlled the customer conversation, many businesses today think they define the customer experience. They think that by assembling the right combination of processes, environment and people, they can develop an experience that will delight the customer. In most cases, however, and especially in B2B scenarios, the customer has a well-defined experience in mind long before the business has a chance to start building it.
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Giving Your B2B Customers an Experience That Fits
Posted by: Christopher J. Bucholtz September 23, 2014 04:14 PMJust as businesses used to fool themselves into believing they controlled the customer conversation, many businesses today think they define the customer experience. They think that by assembling the right combination of processes, environment and people, they can develop an experience that will delight the customer. In most cases, however, and especially in B2B scenarios, the customer has a well-defined experience in mind long before the business has a chance to start building it.