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B2B Customer Experience

B2B Customer Experience

A Practical Guide to Delivering Exceptional CX

Paul Hague, Nicholas Hague


Understand all areas of creating an exceptional customer experience that is bespoke to the B2B realm, with this practical and essential guide to the process.

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About the book

B2B Customer Experience shows readers how to deliver the very best customer experience (often referred to as CX), within the business-to-business realm. Marketers have long known that emotions are important in driving our experiences, and the subject is now high on the agenda of B2B companies who want to deliver a 'wow' to their customers. Achieving this 'wow' factor helps organizations distinguish themselves from their competition, while simultaneously winning new business and retaining existing clients. B2B Customer Experience is the essential handbook that guides the reader through the process of creating an exceptional customer experience.

Intensely practical in its approach, B2B Customer Experience is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Clearly argued and supported by real-world examples, this text will help readers understand critical features including the difference between customer experience, loyalty and inertia; how to use journey maps to establish strengths and weaknesses in an organization, and how to ensure that sales teams are engaged in the customer experience programme. Discussing some of the best known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.

Table Of Contents

    • Chapter - 01: Customer Experience in Business to Business Markets;
    • Chapter - 02: Exploring Customer Experience, Loyalty and Inertia;
    • Chapter - 03: Understanding Customer Experience and Profitability;
    • Chapter - 04: The Six Pillars of Customer Experience;
    • Chapter - 05: Essential Metrics for Measuring Customer Experience;
    • Chapter - 06: How to Benchmark Customer Experience;
    • Chapter - 07: What are the Key Drivers of Customer Experience?;
    • Chapter - 08: Customer Journey Mapping and How to Apply It;
    • Chapter - 09: Developing a Customer Experience Strategy;
    • Chapter - 10: Securing Buy-In at all Levels of Customer Experience Strategy;
    • Chapter - 11: Working with the Sales and Marketing Teams to Streamline Customer Experience;
    • Chapter - 12: How to Create an Internal Service Culture;
    • Chapter - 13: Using Segmentation to Deliver Better Customer Experience;
    • Chapter - 14: The Role of Brands in Creating Better Customer Experience;
    • Chapter - 15: The Role of Products in Creating Better Customer Experiences;
    • Chapter - 16: Price and its Role in Creating Better Customer Experiences;
    • Chapter - 17: Place and its Role in Creating Better Customer Experiences;
    • Chapter - 18: Promotion and its Role in Creating Better Customer Experiences;
    • Chapter - 19: The Role of People in Creating a Better Customer Experience;
    • Chapter - 20: Measuring Performance of Customer Experience Initiatives;
    • Chapter - 21: The Challenge of Continuous Improvement in Customer Experience

Book Details

  • EAN: 9780749481858
  • Edition: 1
  • Published: 3rd June 2018
  • Paperback
  • Format: 234x156
  • 248 pages

About the Author

Paul Hague is a founder of B2B International. With 35 years of experience running market research agencies, his clients include some of the largest corporations in Europe and the United States. He has written, co-authored and contributed to numerous publications on market research tools and techniques.

Nick Hague is also a founder of B2B International, having joined his father (Paul) after graduating from Manchester University. Over the last two decades, Hague has made his name as an expert in customer experience market research. He is chairman of B2B International and has co-authored the bestselling book on market research - Market Research In Practice.

Paul Hague

Nicholas Hague