Customer experiences and the capacity to deliver are the focus of this blog post relating to select findings from Accenture’s new B2B Customer Experience Report. While focused on large companies, the report has meaning for anyone servicing customers and resellers.
Source: Marketing Dive Daily Newsletter, December 2, 2015
One impediment to success is only 32 percent of respondents report being equipped with the right skills to deliver strong B2B customer experience, an 8 percent drop from last year’s report. The reasons cited include: a lack of C-suite attention, customer experience processes and necessary cross-organizational integration.
INSIGHTS: “With consumer-like expectations and a substantial threat from new entrants, B2B companies must be ready to design and execute a transformed customer experience or not invest in such improvements at all,” stated Robert Wollan, according to the blog post. As our animal health industry continues to transform, customer experience efforts will be critical to retention and growth. Whether at the counter of a vet clinic, dealer or following a greeting handshake, remembering you are delivering an experience is critical to long term success.