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Item #:
59755993
B2B Customer Experience: A Practical Guide to Delivering Exceptional CX Paperback June 26, 2018
Item #:
59755993
QAR 234
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B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience.
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What Stands Out
Practical Insights
Provides actionable strategies tailored for B2B environments, helping businesses enhance their customer experience and build lasting relationships effectively.
Expert Guidance
Written by industry leaders, it draws on real-world examples and best practices to solve common CX challenges faced by B2B companies.
Comprehensive Framework
Offers a structured approach to evaluate and improve customer journeys, ensuring businesses can systematically enhance their overall service delivery.
Product Details
- B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience. Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.
| Publisher | Kogan Page |
| Publication date | June 26, 2018 |
| Edition | 1st |
| Language | English |
| Print length | 248 pages |
| ISBN-10 | 9780749481858 |
| ISBN-13 | 978-0749481858 |
| Item Weight | 1.05 pounds (480 grams) |
| Dimensions | 6.1 x 0.59 x 9.37 inches (15.5 x 1.5 x 23.8 cm) |
Who Should Buy?
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Business Strategists
Ideal for strategists aiming to enhance customer experience strategies and outcomes for B2B enterprises.
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CX Professionals
Great resource for customer experience professionals looking to implement best practices in B2B contexts.
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Sales Teams
Beneficial for sales teams focused on improving customer interactions and building long-term relationships in B2B.
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B2C Focused Users
Not suitable for individuals primarily concerned with business-to-consumer customer experience strategies.
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Theoretical Learners
May not satisfy readers looking for purely theoretical insights without practical applications in B2B.
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Small Businesses
Less relevant for small businesses without complex B2B customer interactions or those seeking basic introductory content.
Product Description
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Customer Questions & Answers
-
Question:
What is the main focus of B2B Customer Experience?
Answer: The main focus is on delivering exceptional customer experiences in the business-to-business realm. -
Question:
Who can benefit from reading this book?
Answer: Marketing professionals and companies looking to improve their B2B customer experiences can greatly benefit from this book. -
Question:
What does the book include to aid understanding?
Answer: The book includes real-world examples, journey mapping techniques, and structured guidance through the customer experience process.
Direct Editorial Review
In the realm of B2B customer experience, "B2B Customer Experience: A Practical Guide to Delivering Exceptional CX" has sparked a variety of opinions among readers. For those new to the concept of customer experience (CX) in the B2B context, many reviewers found the book to be an accessible and informative resource. It effectively outlines essential principles for creating a customer-centric culture within businesses, offering insights into strategies for website optimization, employee engagement, and key performance metrics to monitor. Readers appreciated the clear structure of the book, supplemented by real-world examples and case studies, which serve to ground theoretical concepts in practical applications. However, this positive reception is not universal. Some critics, particularly those with extensive experience in the industry, have voiced disappointment in the book’s depth and originality. They argue it lacks innovative insights and is riddled with common sense advice that does not provide significant new information for seasoned professionals. This divergence in feedback suggests that while the book may be useful for newcomers to B2B customer experience, seasoned practitioners may find it lacking in depth and actionable content. Overall, "B2B Customer Experience" is regarded as a practical guide, which can certainly be beneficial for those starting out in the field of customer experience strategy. However, experienced B2B professionals may need to seek more advanced material to meet their needs. **
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Pros
- Clear and structured approach to B2B customer experience.
- Accessible for beginners, with practical examples and case studies.
- Effective guidance on building a customer-centric culture and measuring performance.
Cons
- Lacks depth and originality for seasoned professionals.
Product Price History
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QAR 234
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Secured transaction
Ubuy works hard to protect your security and privacy. Our advanced payment security system ensures confidentiality by encrypting your information during transmission using AES (Advanced Encryption Standards) and SSL (Secure Socket Layer) protocols. Your payment details are 100% secure as we do not share your payment details with third party sellers.
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Features & Benefits
- Learn to deliver exceptional customer experiences in B2B.
- Focus on emotional drivers that distinguish companies from competitors.
- Practical guide with structured approach divided into five parts.
- Includes real-world examples of successful customer experiences.
- Helps organizations win new business and retain existing clients.
- Essential for marketing professionals in the B2B sector.