Characteristics of B2B Customer Experience Leaders Articles

B2BIntl Characteristics B2B CX Leaders Apr2020

Practices in which B2B customer experience leaders are strong and distinguish themselves from laggards:

  • Mapping the customer journey to identify critical touchpoints
  • Collecting NPS regularly and acting on findings
  • Consistency across various platforms, agencies and tools
  • Using personas for different customer types

Leaders are the 15% of the survey sample who are strong on 5 or 6 of the 6 identified pillars of customer experience. Laggards (30% share) are not strong on any.

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