Even in B2B, Customer Experience Defines You (April Referral Selling Insights)

Do your clients want more from you?
Would you be surprised to learn that prospects want the same buying experience in their business lives as in their personal lives? I’m not. We all want a stellar customer experience, and we’re pissed when we don’t get it.
B2B customers are just louder about it. Everyone complains about their cell phone providers, their utilities companies, and their myriad of unpleasant shopping experiences. We’re not shy about tweeting our displeasure for the world to see. Or blogging about it.
I just cancelled a shipping order with Office Depot for a standard metal filing cabinet. Nothing fancy, just a damn filing cabinet that I can get anyplace, but I certainly won’t be getting it there. I thought I had successfully changed the shipping date—until I got an email confirming the original date. Two phone calls later, with people promising to notify their transportation people and promising to