Frictionless, convenient, consistent and fast. These are the keywords that define business-to-business (B2B) customer service and, according to PwC, are the route to ensuring that the organisation raises the bar and retains customer loyalty. It is echoed by McKinsey in the B2B Pulse survey that found the winners within B2B customer service are those paying […]
Frictionless, convenient, consistent and fast. These are the keywords that define business-to-business customer service and, according to PwC, are the route to ensuring that the organisation raises the bar and retains customer loyalty.
“Right now, customers want value that extends beyond just the services they pay for,” he says. “They want to know that your company is interested in their company beyond the bill at the end of the month, and this means deep engagement with customers that goes down into budgets, costs, architecture and scale.”
Maintaining this momentum while smoothing ruffled customer feathers requires a culture shift. Support teams can’t dismiss the stress of an employee unable to print, for example. They need to show that they are invested in resolving the problem and provide the customer with clear timelines. This provides the customer with a sense of control and visibility, and it shifts the dynamic to one of agile responsiveness.
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