As much as we may wax on about engaging, enchanting and delighting our customers, most of them are not expecting such an experience. In most cases, their purchase is prelude to something else pleasurable, in the case of B2C — or profitable, in the case of B2B. They want to get what they need and go. If there’s some service they’re purchasing in addition to a product, then experience becomes very important. In many cases, though, what they really want is a frictionless buying process — one that requires very little effort.
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Why CEX Thinking Stimulates Indirect Sales
Posted by: Christopher J. Bucholtz July 10, 2014 07:05 PMAs much as we may wax on about engaging, enchanting and delighting our customers, most of them are not expecting such an experience. In most cases, their purchase is prelude to something else pleasurable, in the case of B2C — or profitable, in the case of B2B. They want to get what they need and go. If there’s some service they’re purchasing in addition to a product, then experience becomes very important. In many cases, though, what they really want is a frictionless buying process — one that requires very little effort.