[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/08\/b2b-customer-experience-examples-from-b2c\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/08\/b2b-customer-experience-examples-from-b2c\/","headline":"B2B customer experience examples: Lessons from B2C","name":"B2B customer experience examples: Lessons from B2C","description":"The user journey for B2B and B2C buyers looks quite similar today. Discover the best B2B customer experience examples in the digital era. ","datePublished":"2021-11-08","dateModified":"2024-06-13","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/svetlana-zolotareva\/#Person","name":"Svetlana Zolotareva","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/svetlana-zolotareva\/","identifier":565,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/dd50deefed69c1b33b81f7712702ac1e6a95a35d59687058261b209448046a12?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/dd50deefed69c1b33b81f7712702ac1e6a95a35d59687058261b209448046a12?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/10\/BtoC-lessons-from-BtoB_1200x375.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2021\/10\/BtoC-lessons-from-BtoB_1200x375.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/08\/b2b-customer-experience-examples-from-b2c\/","video":{"@context":"http:\/\/schema.org\/","@type":"VideoObject","@id":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g#VideoObject","contentUrl":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g","name":"Hillyard and BORN Group Master SAP Commerce Cloud","description":"Check out customer experience insights on B2B commerce: https:\/\/www.sap.com\/documents\/2021\/03\/e0ec3944-d77d-0010-87a3-c30de2ffd8ff.html\n\nLearn more about SAP Commerce Cloud: https:\/\/www.sap.com\/products\/crm\/e-commerce-platforms.html\nHillyard: http:\/\/sap.to\/6051HvInd\nBill Grimwood on LinkedIn: http:\/\/sap.to\/6052HvIne\n\nHillyard is a chemical manufacturer and distributor of cleaning equipment and supplies based in Missouri. Hillyard selected BORN Group, a leading digital agency, to transform their online B2B webstore for clients and internal stakeholders alike. After review of market options, Hillyard chose to implement SAP Commerce Cloud utilizing BORN\u2019s SAP Certified Accelerator, Eagle. This market-leading solution delivers faster time-to-value and overall increased ROI without sacrificing functionality and extensibility. Hillyard is a business showcase of its power. This episode features Hillyard\u2019s CIO, Bill Grimwood as he discusses Hillyard\u2019s digital transformation, best practices for B2B brands along with the benefits of SAP Commerce Cloud and BORN Group\u2019s Eagle solution.\n\n#SAPCommerceCloud #TheCXShow #B2BCommerce\n\n00:00 Introduction\n00:31 Defining Customer Experience \n01:42 Introduction to Hillyard \n02:15 Transformation Objectives \n04:05 Choosing Commerce Solution  \n05:18 Collaboration with BORN Group \n05:55 BORN's Eagle Accelerator \n06:32 Creating Exceptional Experiences \n07:56 SAP Commerce Cloud for B2B \n09:32 Future Plans  \n11:12 Conclusion","thumbnailUrl":["https:\/\/i.ytimg.com\/vi\/H4k-MEA5a6g\/default.jpg","https:\/\/i.ytimg.com\/vi\/H4k-MEA5a6g\/mqdefault.jpg","https:\/\/i.ytimg.com\/vi\/H4k-MEA5a6g\/hqdefault.jpg","https:\/\/i.ytimg.com\/vi\/H4k-MEA5a6g\/sddefault.jpg"],"uploadDate":"2021-04-01T10:49:55+00:00","duration":"PT11M53S","embedUrl":"https:\/\/www.youtube.com\/embed\/H4k-MEA5a6g","publisher":{"@type":"Organization","@id":"https:\/\/www.youtube.com\/channel\/UCJ-J9ws028X7ASicv0-r8dQ#Organization","url":"https:\/\/www.youtube.com\/channel\/UCJ-J9ws028X7ASicv0-r8dQ","name":"SAP Customer Experience","description":"The official SAP Customer Experience (SAP CX) YouTube channel.  \n\nCheck out product demos, executive presentations, great customer experiences, customer and partner stories and more!\n\nSAP privacy statement for followers: www.sap.com\/sps \n\nFor more information from SAP Customer Experience or to have someone from SAP Customer Experience contact you please go to: cx.sap.com","logo":{"url":"https:\/\/yt3.ggpht.com\/Xh1UKLBf2zMxSEnvtd-X9C7nv3-dc9FCbfDkMhrO6DSRQYKMH_rdLPYabMMsf9FRYSmNTbVNow=s800-c-k-c0x00ffffff-no-rj","width":800,"height":800,"@type":"ImageObject","@id":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g#VideoObject_publisher_logo_ImageObject"}},"potentialAction":{"@type":"SeekToAction","@id":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g#VideoObject_potentialAction","target":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g&t={seek_to_second_number}","startOffset-input":"required name=seek_to_second_number"},"interactionStatistic":[[{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g#VideoObject_interactionStatistic_WatchAction","interactionType":{"@type":"WatchAction"},"userInteractionCount":693}],{"@type":"InteractionCounter","@id":"https:\/\/www.youtube.com\/watch?v=H4k-MEA5a6g#VideoObject_interactionStatistic_LikeAction","interactionType":{"@type":"LikeAction"},"userInteractionCount":13}]},"about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/b2b\/","name":"B2B Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/B2B_e-commerce"]},"B2C Commerce",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/commerce-general\/","name":"Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Commerce","http:\/\/www.wikidata.org\/entity\/Q26643"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/customer-experience-general\/","name":"Customer Experience","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_experience","http:\/\/www.wikidata.org\/entity\/Q984142"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/service\/customer-service\/","name":"Customer Service","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_service","http:\/\/www.wikidata.org\/entity\/Q1060653"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/e-commerce\/","name":"E-Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/E-commerce","http:\/\/www.wikidata.org\/entity\/Q484847"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/e-commerce-solution\/e-commerce-general\/","name":"E-Commerce","sameAs":["https:\/\/en.wikipedia.org\/wiki\/E-commerce","http:\/\/www.wikidata.org\/entity\/Q484847"]}],"wordCount":847,"articleBody":"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.Exemplary customer experience is always good for businessTaking 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?\u201cNordstrom 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,\u201d explained Grimwood.This content is hosted by a third party ( youtu.be ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowHow does Nordstrom continually raise the B2C customer service bar?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:Customer serviceSelectionQualityValueWhat 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.      What is customer service in 2025: Definition, benefits, and examples                More than pricing, and even the product itself, customer service is a huge driver of customer loyalty. Discover all you need to know about customer service in this deep dive.      Putting the customer in focus illuminates the best path for businessNordstrom started as a shoe store business in 1901 (then known as Wallin & Nordstrom). During the 1960s, the store expended its products to include women\u2019s fashion, followed a few years later by men\u2019s and children\u2019s 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 \u2013 and even anticipating \u2013 customers\u2019 needs as a means of delivering superior customer experience.      D2C business model: Why some companies soar and others fail wildly                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.      High impact improvements for customer experience through digital transformationAs consumer preferences change, both B2b and B2C are both pushed to innovate.The top digital opportunities for improving CX include:Make web pages load fasterCreate rich contentOffer expanded descriptionsProvide more picture anglesProduce product videosIntegrate education with how-to opt      Lessons learned: How B2B industries tackled COVID challenges and won                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\u2019t. This is a valuable takeaway for every industry.      Examples of B2B customer experience: Inspired by B2C, and staying a step ahead with cloud commerceTraditionally, 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:Single Sign On (SSO): This allows customers to seamlessly register, log on, and streamline the check out process from any device and on multiple sites.Extensive reporting accessibility: Customers can access real-time information about past orders, related documents, pricing, and more with a few keystrokes.Bespoke familiarity with rules: An ability to adhere to unique regulatory, transportation rules, and tax calculations based on city or county.Elevating the voice of the customer: Using tools available through cloud commerce allows surveys, social media marketing, and customer journey analytics to inform the process, making the experience for customers intuitive\u2014less pain points, more options.      How to be customer centric: Transform \u2013 for real                Achieving true customer centricity requires REAL digital transformation. Learn how a customer data platform can help,      Customers and businesses benefit from digital transformationDiscovering 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.  More options. More conditions. More stakeholders. More circling-back.Modern selling is anything but simple.Intelligent sales enablement starts HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"08","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/11\/\/08\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"B2B customer experience examples: Lessons from B2C","item":"https:\/\/www.the-future-of-commerce.com\/2021\/11\/08\/b2b-customer-experience-examples-from-b2c\/#breadcrumbitem"}]}]