Customer Experience Definition from a B2B Perspective

Many people may define it as how customers perceive their relationship with a business. Customer experience definition can be defined as the entirety of all the involvement and relationship a customer has over certain duration of time with a supplier of services and goods. It all starts when a purchaser of a product is cognizant of a yarned for outcome and it comes to an abrupt end the minute you have fulfilled all your needs and you no longer have those needs. You get to experience both emotional and functional judgment value in business to business perspective. It is also an amalgam of a business rational performance, the emotions evoked, senses stimulated and intuitive measure against customer expectations transversely through all moments of contact.

The experience the customer undergoes may be useful that is to deliver value, enjoyable that is it engages someone emotionally, and usable that is it is easy to find and engage with the values. You not only get to purchase a service or product but you also get to purchase an end result that is desirable, something that you can integrate in your life or business so as to be able to fulfill a job to be done. The core of a successful experience as a customer is having the right kind of service and product that work rightfully every time and for the first time also, supported by right decisions, policies, attitudes and processes.

The Importance of customer experience

For many businesses the experience a customer undergo enables you achieve an end to end experience as it enables you have a indirect or direct contact with a business. Direct contact tends to occur when you use, purchase or use as service or product provided by a business while indirect contact takes place when you have an abrupt encounter with the representation of a business products, brand or service and this may be through advertising, reviews, news report or by word of mouth.

Achieving and maintaining customer experience

Having a thorough understanding of the type of journey that you are undertaking with a business is a major knowledge that is fundamental to start with. Informing your customers about the service and product then at the end signing them up is the first step. You look at the customer journey and the steps, questions, activities, emotions and barriers that may arise through it.

Always make sure you finalize your touch point, which includes your product, website, call centre and advertising that will give your customers a smooth running journey. Do not forget to integrate your ecosystems of software, services and products that will help give your customers and business, experience that other touch points that are isolated could not.

Be passionate with what you produce as a business, the company you work for and the kind of customers that you do serve. Be honest, empathetic and open to your customers’ need and you will definitely have a consistent flow of sales growth, become one among the top performers in your field and you will also be able to create an excellent reputation.

Most importantly you should be compassionate and empathetic to your customers for them to have a good experience and also to your business. Remember to give first priority to your customers and add value to your products and services. With your available customers you should share your vast range of your network contacts with them.

Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.