Want Better CX? Nurture your Employees

A great Customer Experience (CX) begins with a great Employee Experience. In retail, offline and online, you are trusting your business to the people on the front line; cashiers, servers, technical service reps, customer service reps, clerks, ambassadors, helpers, etc. Consider this…have you ever noticed that a customer service person was having a bad dayContinue reading “Want Better CX? Nurture your Employees”

The Usual Suspects – 5 Characters on the B2B Buyers’ Journey

In my post Navigating the B2B Buyer’s Journey, I talked about the changes B2B buyers are exhibiting with respect to how they think about, find and consume product information while doing research. They are becoming more and more independent as B2C and B2B buying expectations merge in their minds and their behaviour.1 I also touchedContinue reading “The Usual Suspects – 5 Characters on the B2B Buyers’ Journey”

Navigating the B2B Buyer’s Journey

In a previous post, I talked about using conventional B2C tactics with a B2B audience and touched on the changing expectations of B2B customers. The merging of B2B and B2C in the minds of our customers, highlighted in Demand Gen Report’s 2021 B2B Buyers Report,1 means that our audiences are expecting a more polished, personalizedContinue reading “Navigating the B2B Buyer’s Journey”