Customer Experience expert Jim Tincher provides the wisdom and tools to show business-to-business (B2B) organizations how to build and sustain superior customer experience (CX) as a core business activity.
Any business leader knows that customer loyalty is the key to a thriving business. But what if your customer is another business? Consistent research shows that most B2B companies lag behind their B2C counterparts in customer experience, primarily because of the increased complexity in serving businesses over individual consumers.
Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. From interviews with hundreds of CX leaders, Jim Tincher shares stories of how B2B companies have implemented successful CX programs, including Dow, Hagerty, and UKG. Discover what sets top performers apart from the competition and learn how to deliver exceptional experiences-and bottom-line results-for your organization.
By:
Jim Tincher Foreword by:
Daniel Futter Imprint: Customer-Focused Change Publishing Dimensions:
Height: 229mm,
Width: 152mm,
Spine: 18mm
Weight: 472g ISBN:9798990385412 Pages: 322 Publication Date:17 April 2024 Audience:
General/trade
,
ELT Advanced
Format:Paperback Publisher's Status: Active