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08/22/2018
Implementing a Customer-Centric B2B Omni-Channel Strategy

Today's B2B customer is a digitally-savvy omnichannel connoisseur with high expectations of a B2C-like buying experience that still meets their more complex B2B needs. What this means is that the traditional B2B sales cycle is changing - from one based on time-consuming in-person interactions with sales reps to a streamlined, convenient process with a consumer-grade customer experience that stretches across both offline and online channels.

B2B customers today expect to be able to interact with your brand through your website, visits to your physical location, and even social media. What's more, they expect the same level of consistency and convenience in their professional buying transactions as they already find in their personal shopping experiences.

What it all boils down to is the fact that professional B2B buyers are regular, everyday consumers off the clock. They enjoy the ease of shopping on sites like Amazon.com and being able to interact with the brands they buy from through social media and instant messaging (IM) services, as well as the more traditional email, telephone, and in-person channels.

Consumer web stores are forever finding new ways to reach, engage, and convert buyers, and are always improving the customer experience (CX) in the process. The result is that professional buyers' expectations are higher than ever. In fact, according to Walker's Customers 2020: A Progress Report, CX will have surpassed product and price as the key differentiator for B2B brands in less than two years' time.

In other words, it's your CX that will set you apart from your competitors - and bridging the gap between the physical and digital worlds to create a seamless omnichannel experience is a key part of CX in 2018 and beyond.

The omnichannel imperative for B2B brands operating today means that manufacturers, distributors, and wholesalers need to optimize all their sales channels to reach, engage, and satisfy the omnichannel customer. It means making goods and services available to customers on their preferred sales channels to provide a customer-centric experience. To put it another way, B2B brands need to meet customers where they are.

Read the full article by WBR Insights to see what omni-channel challenges exist and how to improve your efforts. 

In the Press

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11/28/2018
B2B E-Commerce Expert Brandon Spear Shares Trends Impacting the Industry Going into 2019
Today’s business world is one of rampant change. While technology is driving much of this disruption, evolving customer expectations are dramatically altering the face of the financial services, payments and fintech industries.
 
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11/26/2018
MSTS Makes B2B Commerce Effortless for SMBs with Credit as a Service
MSTS, a global B2B payment and credit solutions provider, today announced that its innovative Credit as a Service solution is now available to mid-market and small businesses.
 
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10/04/2018
Innovation drives evolution at MSTS

By Leslie Collins  – Reporter, Kansas City Business Journal | October 4, 2018

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09/26/2018
Decisiv Adds MSTS Credit Service for Maintenance Management
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09/07/2018
As Even Small Merchants Sell Globally, Payments Industry Faces Bigger Demands

This article was written by PaymentsSource

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08/27/2018
CIO Spotlight: Dan Zimmerman, MSTS

CIO Spotlight: Dan Zimmerman, MSTS

IDG Connect August 27 2018

 

Name: Dan Zimmerman

Company: MSTS

Job title: Chief Product and Information Officer (CPIO)

Time in current role: 3 yrs.

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08/22/2018
Credit as a Service for the B2B Market
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08/22/2018
Implementing a Customer-Centric B2B Omni-Channel Strategy

Today's B2B customer is a digitally-savvy omnichannel connoisseur with high expectations of a B2C-like buying experience that still meets their more complex B2B needs.

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08/10/2018
Navigating the Complexities of Managing B2B Credit and Payments Operations for National Account Programs

Most businesses have a natural aversion to risk, experience resource constraints and often a need to cater to customers who use disparate merchant networks. This poses a tremendous challenge to scalability.

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07/12/2018
PayThink International Payments have lots of tech, but rules are stuck in the past

In today’s digital economy, most people think that sending money across borders is a seamless process.