The Importance of Integrating Shipping to end a Seamless B2B eCommerce Customer Experience

Table of Contents

  • How to Use Your Shipping Process Strategically
  • The business value of taking b2b customer experience seriously
  • How customer-centric are b2b brands
  • How can b2b brands improve customer experience?

Shipping is the final touchpoint in the customer journey. it’s regarded as the ultimate destination in the journey and last contact with a customer. It is an opportunity to create loyalty with your B2B audience.

San Diego Digital Marketing Company relies on an accurate and timely delivery to maintain their internal processes, so it’s of the utmost significance to not overlook this ultimate touchpoint.

B2B customers expect orders to be delivered on time. An order should be processed, to the right location with the correct products.

  • 52% of customers responded that they are extremely or somewhat likely to change brands if a company does not personalize its communication with them. (Salesforce)
  • 79 % of customers will share their bad experiences with a company. (RightNow)
  • 91% of customers who do not complain simply leave your business. (HuffingtonPost)
  • US businesses lose up to $62 billion due to the poor customer experience. (NewVoiceMedia)
  • 39% of customers stay away from vendors after a bad experience for up to 2 years. (Zendesk)

From customer information to order details and payments, one piece of data out-of-place can result in a delivery being postponed, misplaced, or duplicated. It opens up the process to these faults when this data is siloed between the front and back-end systems and shipping relies on the manual relaying of data.

How to Use Your Shipping Process Strategically

Shipping is better than just delivering stock from one site to another, and businesses shouldn’t view it as such.

In order to distinguish the brand and boost margins, the most successful B2B merchants use strategic shipping options. To attain this, businesses must be confident to set clear goals, choose a shipping strategy, and continue to innovate their processes along the way.

From optimizing your shipping such as lowering costs, expediting processes, and so on, there is a huge number of goals you may want to achieve. While for some businesses, free shipping is the №1 thing customers desire, this isn’t necessarily true for B2B organizations.

The business Value Of Taking B2B Customer Experience Seriously

A customer could be highly convinced with a company’s brands, products, and services, but that doesn’t mean they are also loyal. A competitor could lure them away with a more desirable customer value suggestion.

Conversely, a customer may not be satisfied with a company’s offering but could show loyalty simply due to the boundaries of inertia or the problems in switching brands.

A positive customer experience motivates customers to spend more. For example, Amazon — a leader in experience innovation with the likes of Amazon Prime and Amazon Dash — enjoys an industry-leading position on its Net Promoter Score (NPS), and attributes more than one-third of its revenue to cross-selling.

Customers are four times more likely to leave a service interaction disloyal than loyal as many companies fail in delivering an excellent customer experience. Poor customer experience drives brand switching and the majority of customers who undergo a bad customer experience spread negative word of mouth.

How Customer-Centric Are B2B Brands

According to research by B2B International, only 14% of large B2B companies are truly customer-centric, that is to say, where the customer experience is deeply rooted in the company culture.

This indicates that B2B organizations have substantial work to do to become more customer-focused, but it also highlights an opportunity for B2B firms to differentiate their brands and enhance profitability by providing a superior customer experience.

How Can B2B Brands Improve Customer Experience?

A digital marketing agency brings you new customers and always keeps you on top of the latest trends.

Now, let us discuss how B2B brands can improve customer experience.

1. Commitment: Being enthusiastic about satisfying customers and making them feel valued

In customer experience, the first step of excellence is to be committed to satisfaction. Employees have to share a common purpose of customer-centricity for 100% commitment to the customer experience across the organization.

Companies should be passionate about their customers to the point that customers understand the brand’s efforts in going the extra mile. These extras drive differentiation yet are usually slight actions and have a low cost to implement.

Customer satisfaction modifications are bound to employee satisfaction. The more successful companies at delivering excellent customer experience are those who also understand what satisfies and motivates employees. And they are companies that typically reward employees for extraordinary contributions to customer experiences.

2. Fulfilment: Understanding and delivering on customer needs

For customer satisfaction, understanding and delivering on customer needs is important. Customer demands are often diverse and increasingly demanding — more customized, cost-effective, quicker, etc.

Despite this, up to half of B2B suppliers think that quality and price are all that matter. This oversimplification is immortalized by sales teams driven by short-term sales targets and obsessed with selling on price (as opposed to on value).

3. Seamlessness: Making life easier for the customer

Seamlessness is crucial to a smooth customer experience. In most cases, seamlessness is synonymous with simple, convenient, and hassle-free.

Across virtually all B2B markets, a top driver of overall satisfaction and loyalty is the ease of doing business with the supplier, regardless of whom the customer is buying from — be it a manufacturing company, a reseller, a SaaS provider, a consultant. Get the best social media companies san diego here

4. Responsiveness: Timely response, delivery, and resolution

Responsiveness spans multiple touchpoints across the customer journey including communications, deliveries, and issue resolution. Failing on this significant requirement can increase customer defection.

Companies that excel in delivering responsiveness quicker than competitors and in a timeframe that exceeds customer expectations are likely to deliver a superior and memorable customer experience.

5. Proactivity: Resolving issues before the customer feels the pain

Proactive companies are competent in anticipating customer needs and desires and strive to resolve issues before the customer feels pain.

It is easier for companies to be proactive if they are good at fulfilling customer needs and can foresee potential customer needs and pain points.

6. Evolution: Continually seeking to improve the B2B customer experience

The companies that are more receptive to evolution are those that are agile and open to applying design thinking to the customer experience. This entails reinventing how customers interact with the company to reengineer and transform the customer journey.

Amy is the content manager at PROS — Internet Marketing & Technology Company in San Diego