The B2B Customer Experience

Posted by Colin Shaw on February 1, 2011

1 comments | 1156 reads

Tony Zambito over at The Social Customer has written a post on the importance of Buyer Experience Innovation, in which he describes the Buyer Experience as:

“Creating in totality an ideal buying experience and innovative interactions that engages as well as enables buyers to enter into a transactional and loyal relationship with the organization”

I think Tony’s description of the Buyer Experience is a nice activation compliment to our more global description of the customer experience:

A Customer Experience is an interaction between an organization and a Customer. It is a blend of an organization’s physical performance, the senses stimulated and emotions evoked, each intuitively measured against customer expectations across all moments of contact.

Tony’s blog post goes onto describe some key tips for B2B CEO’s on how to make their buyer experience a priority within their organisation. If you are an eager member of your organisation and looking to convince a senior management team on the importance of the customer experience then have a read of our post on Engaging the Senior Team

Thanks to williamcho for the image

Colin Shaw

Colin Shaw is founder & CEO of Beyond Philosophy, one of world's first organizations devoted to customer experience. Colin is a best-selling international author of four best-selling books. Beyond Philosophy has a proven track record in helping organizations improve their Customer Experience through providing consulting, specialised research & training services from Atlanta, Georgia and London, England.

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Tony Zambito

February 3, 2011

Thanks for mention

Hi Colin,

Thank you for the mention in your article. Moving a Senior Team to act on buyer experience and to see how it fits into overall customer experience initiatives is truly a challenge indeed.

Tony

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