An improved customer experience (CX) is closely linked with increased revenue as well as other advantages. With the rapid growth of B2B eCommerce in the uniform industry, the consumer behavior continues to evolve. B2B customers today prefer a brand with a self-serve website that provides detailed information enabling them to explore, research and order at their convivence.
McKinsey & Company estimates that improvements in e-commerce customer experience can lead to a 10% to 15% reduction in customer churn, a 20% to 40% increase in win rates of offers and a 50% lower cost to serve.
For B2B uniform sellers customer satisfaction also applies helping to partner with their B2B customers to ensure that their end-shoppers are fully satisfied with the purchasing experience.
However, before diving into the things uniform retailers can do to improve customer experience (CX), let's first understand what do B2B customers want.
Customers in the B2B space are becoming more and more demanding. These business buyers are, of course, also B2C customers in their free time: they are used to streamlined B2C customer experiences and their expectations are shaped by B2C giants.
Here are a few things B2B uniform retailers can implement to improve Customer experience.
Speed and efficiency consistently show up as top concerns during the B2B purchasing process. How can a uniform retailer speed up their B2B customer experience? Here are some of the CX best practices:
Whichever way you decide to enhance the B2B customer experience make sure the experience you offer your consumers is pertinent to them. What do they need? What do they expect? How do people want to interact with you, shop, and communicate?
B2B uniform retailers can create a more relevant customer exp, by implementing the following:
How do you simplify the B2B customer experience?
The omnichannel strategy involves selling products on multiple channels, putting more emphasis on integrating your system to create a seamless brand exp across all touchpoints. Omnichannel is the unified exp that works no matter the channel the consumer chooses to interact with you though.
By doing so customers will have the flexibility to shop from anywhere at any time making uniform buying as fun and exciting like a regular B2C shopping.
Streamlining your omnichannel strategy and creating an online store that offers accurate, real-time product information are two strategies to increase transparency for your B2B customers.
Using manual catalog management techniques can have a significant negative impact on business outcomes at such times when digital adoption is at its peak. Customers are constantly reliant on accurate, up-to-date product information to make purchasing decisions.
Allowing your enterprise customers to access inventory levels, order statuses and other changing product information in real-time are one of the ways to establish an exceptional exp.
Such a customer-centric strategy will boost client happiness and loyalty, which will inevitably increase sales, referrals, and customer retention for your B2B company.
As an online uniform business all of this can seem a bit overwhelming when you are trying to provide a generic web store to your B2B customers that requires every custom-feature to be built from scratch. Instead of shopping a static solution for e-commerce, it may be better to consider one that is just as dynamic as market changes.
There’s no need to worry though. There are full-service solutions for uniform B2B sellers to leverage the latest technological advancements.
UniformMarket’s platform designed specifically for the uniform industry, with custom-made solutions baked into the system, makes applying the above customer experience pillars like a breeze.