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
By Leslie Collins – Staff Writer, Kansas City Business Journal | Jan 31, 2019
MSTS' new credit-as-a-service offering for small and midsize businesses is resonating in the market and helped the Overland Park company reach a new industry.
Buoyed by reports of record 2018 holiday spending, analysts predict more retail growth in 2019, particularly in the evolving small and midsize business (SMB) sector. Advanced technologies have introduced SMBs to a big-brand experience and new set of challenges.
When it’s time to pay up, commercial buyers may be in for a pleasant surprise when purchasing online. The launch of Amazon’s Pay By Invoice feature last year opened the door for more flexible B2B payment schedules.
The expectations of B2B buyers are evolving. Today, buyers are looking for the same ease and convenience Amazon delivers for B2C transactions. Satisfying such demand, however, isn’t as simple as developing an online presence.
Don’t think of them as mere podcasts — though PYMNTS certainly does a lot of podcasts, discussing with payments and commerce experts the hottest topics of the day, with each conversation not only digging into the past and present but having an outlook toward the future.
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.
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.