Each year, the CX Network surveys customer experience professionals, solution providers, and industry experts on customer experience trends in the Global State of Customer Experience 2019. They ask respondents which companies they think have the best customer experience, and this year, these five business-to-consumer (B2C) companies rose to the top:
These B2C examples provide critical examples for business-to-business (B2B) companies to learn from and apply as we try to transform our organizations to become more customer-centric.
As companies that sell to businesses, rather than to consumers, it’s often hard to make connections between B2B and B2C companies. We play a whole different ball game.
But although our sales cycles often require buy-in across departments and take six-plus months, our customers are still people. And although our customer support and success processes are convoluted and multi-step, we can still use the same principles to transform our organizations to be more customer-centric.