An Interactive Guide to Leveraging Market Research to Deliver on Your CX Strategy
Customer Experience (CX) covers all the interactions that a customer has with your brand. From the customer’s point of view, if they can see it, smell it, touch it, taste it or hear it, it becomes a part of the customer experience – and therefore the brand.
Compared to B2C markets, B2B customer experience is more complex – there are more stakeholders, each with varying expectations. As such B2B CX strategies cannot be the same as those deployed in the B2C world.
Our research demonstrates that there is a significant opportunity for B2B companies to improve the experience that they deliver to customers. Evidence shows that B2B customer expectations are increasing but benchmarking data taken from our annual Superpowers Index, tells a story of static scores on key customer metrics such as the Net Promoter Score (NPS) and overall satisfaction.
Whilst there is no one size fits all solution to B2B customer experience research, B2B International has over 25 years’ experience in enabling global B2B organizations make decisions that are grounded in evidence. We have developed this guide to explain how you can effectively leverage market research to deliver on your CX strategy.
To view the interactive PDF in full-screen mode, click here to open in a new window.
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