Checkout

Total items: 0

Subtotal excl delivery & tax: £
Menu
Search

B2B Customer Experience

A Practical Guide to Delivering Exceptional CX

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.
    Paperback£19.99
    Ebook£16.66
    Print and ebook bundle£25.00
EAN: 9780749481858
Edition: 1
Published:
Paperback
Format: 233x156
248 pages
    About the book
    Table of contents
    Reviews
    Supporting resources

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.

About the authors

Paul Hague

Paul Hague is a founder of B2B International. With 35 years of experience running market research agencies, his books share a wealth of practical experience and expertise. Paul Hague's clients include some of the largest corporations in Europe and the United States. He is a Visiting Fellow at Manchester Metropolitan university and a guest lecturer at Manchester Business School. His books have been translated into Italian, Indonesian, Bulgarian, Polish, Portuguese and Chinese.

More about Paul Hague

Nicholas Hague

Nick Hague is also a founder of B2B International. After graduating in geology from Manchester University, Nick joined when B2B International was formed. Over the last two decades Nick 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.

More about Nicholas Hague

I can honestly say I learned some new ways to think about going from average to good, to great to greater, with customer service. Keep this book on your desk as your go to [re]source for creating magic for your customers.

Lee Cockerell, Former Executive Vice President, Walt Disney World®Resort, Creating Disney Magic podcast host and author of four best-selling books on leadership, management and customer service