What is an Industrial Customer Experience and how to activate it in 6 steps
Posted: Mon Dec 09, 2024 4:25 am
Differentiating yourself in industrial environments is becoming more and more complicated and necessary. The idea of doing it from a product or a trajectory alone is insufficient for a B2B decision-maker-customer who is increasingly informed, competitive and knows how to detect value beyond the product. Differentiating yourself by helping the customer and personalizing the value as much as possible can be the solution. I will talk about this today in “What is and how to What is an Industrial Customer Experience and how to activate it in 6 steps activate an Industrial Customer Experience in 6 steps” .
Activating an Industrial Customer Experience requires a very specific process and cultural transformation. In addition, it must be sponsored by the CEO . Especially in the case of Industrial companies whose culture struggles to understand the relationship that a customer needs or expects beyond the product.
At BtrueB we are Customer-Experience Consultants panama phone number library specialising in activating Experience Strategies and projects in Industrial companies that are culturally very distant from the customer. We know the Industrial Environment and its way of relating very well and we apply the Customer Experience methodology to help Industrial companies understand and work better on their value at different times for their B2B customers and above all, from the perceptions and emotions of the same.
With my article today, “What is an Industrial Customer Experience and How to Activate It in 6 Steps”, I want to share with you in a summarized way my experience and practical vision on how you could get closer culturally (your people) to the customer to differentiate yourself and be more agile in the face of market changes.
What is an Industrial Customer Experience?
An Industrial Customer Experience is the mentality, strategy and methodology that an Industrial company needs to implement to differentiate itself from its competitors, making its customers FEEL (from those who are not yet customers to those who are loyal customers) that its value lies in how it can help them become a better company (brand, services, people, tools, content, etc.) and not only in its product.
The Association for the Development of Customer Experience ( DEC ) defines Customer Experience as “The memory that is generated in the consumer’s mind as a result of their relationship with the brand.” To this we should add; Before, during and after the first purchase.
In the case of B2B or Industrial relationships, the interactions of a B2B or Industrial client with the supplier brand are greater and of greater importance than in the B2C world for two basic reasons. The first is that in B2B the Post first purchase phase is key, since they are repetitive relationships that generate more interactions. The second is that these interactions are of greater importance since in B2C a client “does not take a risk” by buying your product or service, whereas in B2B we are talking about professionals who need you to be able to manufacture their product, for example, and the possibility of failure could have consequences for them.
Within the B2B world we find the Industrial sector, whose way of relating to its market has always been less professionalized than the areas of production, management or quality, for example. This, traditionally, falls on the sales team in isolation and independently of the rest of the organization, including Marketing.
Activating an Industrial Customer Experience requires a very specific process and cultural transformation. In addition, it must be sponsored by the CEO . Especially in the case of Industrial companies whose culture struggles to understand the relationship that a customer needs or expects beyond the product.
At BtrueB we are Customer-Experience Consultants panama phone number library specialising in activating Experience Strategies and projects in Industrial companies that are culturally very distant from the customer. We know the Industrial Environment and its way of relating very well and we apply the Customer Experience methodology to help Industrial companies understand and work better on their value at different times for their B2B customers and above all, from the perceptions and emotions of the same.
With my article today, “What is an Industrial Customer Experience and How to Activate It in 6 Steps”, I want to share with you in a summarized way my experience and practical vision on how you could get closer culturally (your people) to the customer to differentiate yourself and be more agile in the face of market changes.
What is an Industrial Customer Experience?
An Industrial Customer Experience is the mentality, strategy and methodology that an Industrial company needs to implement to differentiate itself from its competitors, making its customers FEEL (from those who are not yet customers to those who are loyal customers) that its value lies in how it can help them become a better company (brand, services, people, tools, content, etc.) and not only in its product.
The Association for the Development of Customer Experience ( DEC ) defines Customer Experience as “The memory that is generated in the consumer’s mind as a result of their relationship with the brand.” To this we should add; Before, during and after the first purchase.
In the case of B2B or Industrial relationships, the interactions of a B2B or Industrial client with the supplier brand are greater and of greater importance than in the B2C world for two basic reasons. The first is that in B2B the Post first purchase phase is key, since they are repetitive relationships that generate more interactions. The second is that these interactions are of greater importance since in B2C a client “does not take a risk” by buying your product or service, whereas in B2B we are talking about professionals who need you to be able to manufacture their product, for example, and the possibility of failure could have consequences for them.
Within the B2B world we find the Industrial sector, whose way of relating to its market has always been less professionalized than the areas of production, management or quality, for example. This, traditionally, falls on the sales team in isolation and independently of the rest of the organization, including Marketing.