CUSTOMER EXPERIENCE - highly appreciated
Striped Giraffe Innovation & Strategy
We ensure the successful digital change for your company.
We have known for decades that an outstanding customer experience leads to greater loyalty and higher revenue. This applies to both B2C and B2B and online retail as well as brick-and-mortar retail.
Why many retailers and D2C manufacturers still struggle with this remains a mystery. A good reason for us to address this topic in the current issue of our e-commerce newsletter.
Enjoy!
Embracing B2B Consumerization: A Vital Business Imperative
Most B2B players have already embraced digital commerce to varying degrees, but success now demands going beyond a mere online presence.
It’s about attracting audiences, anticipating their needs, and delivering resonating experiences. ??
From comprehensive digital self-service, ease of use, and personalized recommendations, to rich product content, mobile-friendly design, and attractive appearance — discover what business customers truly want beyond being offered the right assortment and competitive prices.
?? Read our new blog article and learn how to delight customers, capture their attention, and stand out in a crowded B2B market.
?? “Embracing B2B Consumerization: A Vital Business Imperative”:?? https://bit.ly/B2Bconsumer
Search and you shall find - You wish...
Personalized website search emerges as the kingpin of B2B personalization tactics, with a whopping 58% of B2B sellers recognizing its effectiveness, a recent survey by Digital Commerce 360 revealed.
"Time is money in B2B, and search serves as the fastest and most efficient way for online buyers to navigate through a vast catalog of products and services,” says Robert Gruca, E-Commerce Solution Consultant at Striped Giraffe.
Personalized site search makes your quest for the perfect item a breeze. Tailored search results ensure that you find exactly what you’re looking for, saving you precious time and effort. It is a win-win for both buyers and sellers.
Looking beyond on-site search, other top-notch personalization tactics in B2B include personalized payment or shipping options, product recommendations, dynamic UI, and customer-specific pricing. These strategies cater to the unique needs of B2B buyers, fostering stronger relationships and driving sales.
"Technologies like AI-powered search and recommendation engines, dynamic pricing tools, and flexible UI frameworks empower sellers to deliver customized experiences. By harnessing the potential of these solutions, B2B sellers can stay ahead of the curve and wow their customers at every touchpoint”, Gruca says.
Ready to elevate your B2B game to the next level? Explore our sources of e-commerce insights and inspiration:
? E-book – B2B Commerce. More than just an online shop: https://bit.ly/B2BebookEN
? E-Commerce solution selection guide: https://bit.ly/eGuidesEN
? Personalization in e-commerce: https://bit.ly/Personal-CX
? E-commerce newsletter on Linkedin: https://bit.ly/EcomTech
Content is still king
?? B2B customers demand contextually relevant digital experiences. Research shows that most of them will not engage with sellers’ online content if it doesn’t meet these expectations.
A recent IDC survey of B2B buyers underscores the importance of contextual relevance for successful customer experiences online. Here are the most interesting findings:
?? 83% value vendor recommendations for relevant content/next steps.
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?? 77% feel cared about through personalized communication.
?? 75% share personal info for valuable content/vendor info.
?? 67% decide engagement with content based on whether it is personalized.
?? 60% won’t respond to outreach unless it is personalized.
Meeting these expectations requires quite a bit of effort and the support of the right technologies. Below you will find some of our recommendations:
1. Collect first-party customer data
Rely on first-party data and encourage user interactions across your e-commerce platform. Explicitly ask for data and preferences offering meaningful value in return. B2B buyers are eager to share information for valuable content or a better experience.
2. Leverage Customer Data Platforms (CDPs)
Utilize CDPs to collect customer data from diverse channels to create unified customer profiles. Take advantage of built-in data analytics and AI-driven predictive analytics to better understand customer behaviors, preferences, and pain points, and anticipate their next steps.
3. Optimize customer journeys with guided buying
Enhance B2B e-commerce platforms by incorporating guided buying experiences. Employ intelligent algorithms and recommendation engines to assist customers in making informed decisions. Leverage technologies like Digital Experience Platforms (DXPs) to seamlessly integrate guided buying features.
4. Prioritize content creation and management
Develop diverse Hashtag#content tailored to industry specifics, customer roles, interests, or purchase history. Leverage a Digital Asset Management (DAM) system to streamline content creation and distribution across channels. Unleash the power of generative AI to produce diverse content tailored to specific customers.
5. Choose the right e-commerce technology
Selecting an e-commerce solution is pivotal to supporting your personalization strategy. Look for capabilities to easily integrate with CDP, personalization engines, marketing automation tools, and other systems like DAM or DXP. Make sure the platform not only offers the right features but also has the potential to develop and incorporate new technologies.
A thoughtful strategy and great ideas backed by robust technology solutions will allow you to create dynamic and personalized experiences for B2B buyers.
Find out how we can support you: https://bit.ly/Ecom_Tech
Neue Studie des ECC K?LN :
It's magic – mit Channel-Magie aus der Krise!“ ??
Das verspricht die neue ECC CLUB-Studie von unserem Partner ECC K?LN. Sie enth?lt beeindruckende Insights zu den Wünschen der Konsumenten sowohl in Bezug auf Onlineshops als auch auf den station?ren Handel.??
Kunden wollen rundum verzaubert werden, egal wo sie shoppen. Dabei gibt es signifikante Unterschiede in den einzelnen Branchen.
?? Freuen Sie sich auf interessante Erkenntnisse aus der heute ver?ffentlichten ECC CLUB-Studie ?It’s magic – mit Channel-Magie aus der Krise! So kann und muss der Einzelhandel seine Kundschaft verzaubern“, die Sie bei uns kostenlos herunterladen k?nnen.
For further information on these and other e-commerce topics, please get in touch with us at [email protected].