Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Why B2B Customer Experience Programs Fail by Sarah Frazier
(CustomerGauge) The days of B2B companies trying to differentiate themselves through services and products alone are gone. Today, B2B companies need to focus on creating customer experiences that deliver—at scale.
My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Yes, the retail to consumer industry is full of great examples of brands seizing the opportunity to win over customers with a superior CX, but B2B companies can do the same. As a matter of fact, the opportunity there is potentially greater as old-style thinking prevents some companies from moving forward with a CX
