Customer experience is a make or break equation, with 47% of customers saying they’ll abandon a brand as the result of bad CX. So, are there any B2B customer experience examples that can help B2B businesses transform?
There sure are.
Taking cues from Nordstrom is something Bill Grimwood, Chief Information Officer at Hillyard, shared as a tool for strengthening his B2B tactics. Hillyard is a manufacturer and distributor of cleaning products.
Founded in 1907, Hillyard is invested in the concept of digital transformation as a resource for improving customer experience. Why Nordstrom?
“Nordstrom Department stores are legendary for customer experience. They are the definition of above and beyond. And a positive customer experience has a direct impact on increasing revenue,” explained Grimwood.
The ethos of Nordstrom was rooted in customer satisfaction. Nordstrom founder, John W. Nordstrom, believed that success would come from offering customers the very best:
What does it look like to continually improve service, selection, quality, and value?
It may very well involve expanding products and services, creating greater access, and improving communication. Nordstrom has dedicated its entire existence to pressing ahead.
More than pricing, and even the product itself, customer service is the biggest driver of customer loyalty. Discover all you need to know about customer service in this deep dive.
Nordstrom started as a shoe store business in 1901 (then known as Wallin & Nordstrom). During the 1960s, the store expended its products to include women’s fashion, followed a few years later by men’s and children’s clothing.
The 60 years since have seen the brand evolve from a West Coast specialty store to a leading fashion retailer with a global reach and reputation for customer service.
B2B and B2C companies alike can learn from Nordstrom.
The experimentation with mail order subscriptions like Trunk Club, custom alteration services, online personal shopping, rewards programs, and specialty sections demonstrate the value in following – and even anticipating – customers’ needs as a means of delivering superior customer experience.
The D2C business model is all the rage, but success isn't guaranteed. CPG brands need careful planning and a strong value prop to reap D2C benefits.
As consumer preferences change, both B2b and B2C are both pushed to innovate.
Find out how B2B industries like manufacturing and high tech transformed amid the pandemic. Manufacturers had an important realization: Your buying experience should be simple, even if your products aren’t. This is a valuable takeaway for every industry.
Traditionally, the user journey for a B2B buyer may have looked very different than that of a B2C buyer, but today, both expect a seamless CX and great service.
Hillyard employed many B2C tactics to elevate their customers’ experience.
A few of the things they did to enhance CX, personalization, and convenience: Achieving true customer centricity requires REAL digital transformation. Learn how a customer data platform can help,
Discovering new ways to build trust, enhance customer service, and establish reliable, scalable processes for improving the customer journey and CX is essential to future-proofing.
Complacency and comfort with the way it’s always been done is death by a thousand digital cuts.
Companies like Hillyard and Nordstrom understand that combining solutions in technology with the hallmarks of service will result in customer experience, customer trust, and profitability soaring.
