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Why your business isn’t customer centric
News & Events

Why your business isn’t customer centric | #customersupport #supporticket

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. If you didn’t raise your hand at all – and not only because you are in a public space and are wary of strangers seeing you perform erratic movements – then you better quickly learn why your B2B business needs to be customer centric. Never even heard of customer centricity? Get up to date now on the most important business trend of our era and why it’s so imperative. 

3 Components of the Customer Experience You Should Know
News & Events

3 Components of the Customer Experience You Should Know | #customersupport #supporticket

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it’s the products and services they provide or the simple, everyday interactions between them.

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth. So why is there still hesitancy, what gives?

For businesses that provide B2B customer support, there is often an underlying sense of hesitant confusion of why exactly they should even care about customer experience, after all their customers are other businesses and not single individuals. This conception couldn’t be more wrong. Every customer needs a customer-centric experience, and if one business isn’t providing that for them, they’re sure to find one that does.

Without a doubt, customer experience absolutely does matter in the B2B space – in many cases even more so than in B2C. In B2B your customers are bigger and require much more to ensure they have an experience that maintains them as a customer. This means a business needs to provide them great customer support and an ideal customer success program. If a business can work to ensure that customers are finding success and growth by using their products, then the customer experience is going to be an ideal one. 

According to Temkin’s survey of over 10,000 people in the US, they determined the role that emotion plays for customer loyalty (see the full infographic here).