Author : Marketing
Marketing
30/May/2022

Espire Infolabs is a Digital Transformation and Total Experience (TX) Solutions provider with a Cross-Enterprise approach to deliver future-ready services that are resilient to market disruptions. With focus on TX, we are paving way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) – with overarching service offerings around Multi-Experience (MX), and User Experience (UX).


Digital Experience Management: 5 Best Practices to Improve Customer Experience on B2B Websites

Customer Experience is at the heart of customer service and building long-lasting customer relationships.

According to Salesforce research, 80% of customers now consider the experience a company provides to be as important as its products and services.

Another research by Forbes states that - Companies that lead in customer experience outperform laggards by nearly 80%.

In times to come, customer experience will emerge as the key determinant of business success, surpassing the quality and price of products. While B2C brands have prioritized customer experience as a strategic business goal, B2B companies are yet to navigate their technology investments towards digital experience management.

In this blog, we will share the top 5 best practices for improving customer experience on B2B websites.

1. Chalk out your Customer Journey

Right from the first email to your social media post or billboard advertisement, every interaction enables your customer to form perceptions about your business. Most companies keep adding the latest tools and technologies to enhance their website performance instead of analyzing their overall website content strategy to understand the roadblocks leading to a disjointed customer experience.

By understanding customer needs and expectations, businesses can successfully map out customer journeys for delivering greater digital experiences and getting their desired business results.

2. Deliver Consistent Personalized Customer Communications

73% of all people point to customer experience as an important factor in their purchasing decisions, just behind price and product quality, states PwC.

Creating communications to promote your brand and service is a cakewalk for most advertisers, however, sharing the same communication repeatedly can disengage customers. While it is convenient to assume that B2B customers can do with one-solution-fits-all approach, communication personalization can go a long way.

By analyzing customer's data and interactions throughout their journey, marketers can design communications as per the specific needs of the customers and deliver value with every communication they send. Sharing personalized recommendations, FAQs, latest product, or service updates etc, can help your business engage with the customer, build a relationship, and enhance customer loyalty.

Espire was recognized by DXP Leader- Sitecore in their Sitecore Experience Awards (SEA) Honorable Mentions, in Best Digital Experience Transformation category for assisting a UK-based Motocycle Insurance company deliver personalized & contextual digital experiences at scale. Know more!> here

Espire infolabs bags honorable mention award at sitecore experience awards 2021 insight

3. Improve Website Accessibility

With the advancement of new modalities, it is next to impossible to decipher which channel the customer would use to connect with your business. It’s here that website accessibility across multiple digital touchpoints becomes important. Be it the desktop, mobile phone or tablets, your website’s compatibility and accessibility can make a great difference to the user experience and customer satisfaction.

Our latest case study showcases how we helped a leading Singapore-headquartered transshipment hub revamp their website and transform it into a powerful prospect and customer engagement platform, enhancing their time to market by 50%. Read more!> here

Enhanced digital customer experiences for a leading singapore headquartered transshipment hub spotlight

4. Provide Customer Self-service

Nobody likes to wait- we're all a little too busy in our fast-paced lives to wait in long customer service queues for issue resolutions. Businesses can seamlessly integrate chatbots and self-service portals with their B2B websites, with an elaborate knowledge base and FAQs to empower the customers to seek the solutions they need. Self-service portals not only improve customer experience but also reduce the burden on your service operators and tickets significantly.

5. Focus on Customer Feedback

Whether it’s a B2B Ecommerce company, an insurance company, a real-estate business, or an IT service provider, it is important to acknowledge that every B2B company is different than the other. So, there’s no blanket solution to cover all bases and rank at the top.

Different industries have specific customer needs to address, therefore just benchmarking your B2B website will not help in delivering personalized digital experience. By creating customer feedback forms, you can seamlessly collect and analyze the views of the customers. Customer feedback forms help you understand the challenges faced by customers while navigating your website, which serves as an unchallenged source of truth. By solving customer bottlenecks, you can elevate the user experience on your website.

B2B businesses need to focus on their Digital Experience Management to stay ahead of the curve and deliver unmatched customer service to create loyal and repeat customers.

At Espire, we are helping B2B businesses across industries deliver unmatched value to their customers with our agile Digital Experience solutions, know more about our offerings!> here or write to us at marketing@espire.com to know more!


MORE FROM OUR BLOGS

Sitecore managed cloud drive digital experiences at scale with cloud

Businesses have started investing in digital experience platforms and technologies aggressively to drive omni-channel digital experiences throughout the customer journey. Sitecore empowers businesses to host their different DXP products on cloud, Sitecore Managed Cloud helps them streamline system integration, enhance the speed of deployments while providing improved security and data privacy.

Digital Communications and CCM Solutions 4 key initiatives to Improve Customer Experience

Digital communications help in stitching your prospect to customer journeys together by keeping them actively engaged and allowing them to re-initiate conversation from where they left off. Delivering contextual and interactive communications can help the customers take the next step and reach out to you through the channel convenient for them.

Total experience digital transformation strategy for global businesses

The Total Experience strategy has emerged as a key trend for businesses to drive better digital experiences for users, customers and employees while improving business growth

Digital experience management 5 best practices to improve customer experience on b2b websites

Customer Experience is at the heart of customer service and building long-lasting customer relationships. Customer experience will emerge as the key determinant of business success, surpassing the quality and price of products. While B2C brands have prioritized customer experience as a strategic business goal, B2B companies are yet to navigate their technology investments towards digital experience management.

Sitecore cdp optimization 5 steps for deploying customer data platform

The Customer Data Platform (CDP) has become a critical part of the modern technology stack, as a one-stop solution for data orchestration and management. Sitecore CDP comprises of all the core data management capabilities along with intelligent decisioning, predictive analytics, experimentation, and orchestration for driving positive brand experiences

The future of CRM in the CXM era

Both CRM and CXM are inter-related. The CRM system supports CXM with relevant data to personalize service offerings. CXM analyzes the data and leverages it to deliver impeccable digital experiences across touchpoints.

Sitecore marketing automation craft personalized customer experience and unlock growth

Marketing automation has emerged as a must-have technology for brands to drive personalized marketing campaigns at scale and achieve exponential growth potential. Apart from seamless integration of customer data, email templates and a detailed automation plan, Sitecore provides marketers with additional features of data segmentation, AI-ML based personalization scenarios, real-time communication triggers and BI reporting

7 strategic technology trends for business to unlock growth in 2022

Gartner's Strategic Technology Trends for 2022 provide businesses a deep insight and understanding of futuristic technologies that are necessary for building resiliency and achieving sustainable business growth. Espire is helping businesses across industries achieve total experience at scale and attain true digital transformation to bolster business growth.

Delivering total experience in the higher education sector with sso

Single sign-on allows the users to login with a single ID and password to use multiple services on different related yet independent softwares. A migration to Azure AD which is a SaaS platform - not only has moderate cost & operational benefits by reducing on-campus infra dependencies but also provides easy access and flexibility

Top 5 digital marketplace trends driving business growth in the ecommerce sector

The pandemic has fueled the growth of the eCommerce landscape, brands have been leveraging digital experience platforms and deploying a composable DXP approach to improve their time to market and drive cost efficiencies. This blog outlines the top 5 consumer product trends for the ecommerce industry in 2022 and beyond.

Speak to Our Digital Transformation Specialists

Let's get you started on the digital-first & transformation journey. Reserve your free consultation or a demo today!

global-locations

12

+

Global Locations

global-services

100

+

Global Customers Served

resources-certified

1200

+

Resources

technology-partnerships

30

+

Technology Partnerships

years-of-experience

20

+

Years of Experience in Digital Transformation & Total Experience