Every B2B and B2C customer experience is unique. However, they share some similarities.
Your customer sees ads, social posts, or hears from other individuals about a product. Along the way they visit your website and eventually develop a desire to purchase.
The customer then decides how they want to pursue their interest in your product and where they want to purchase – in-store or online.
Part of their journey will involve tools that you’ve provided to make an informed purchase – for example, online customer reviews and client service, customizable products and a mobile-enabled website.
Getting the right product delivered how and when your customer wants is a big factor in purchase satisfaction.
At the end of the journey, when a customer is pleased with their purchase they become a brand advocate.
If the customer experiences a problem with the item they’ve chosen, it leads them to repeat a certain part of the customer journey to correct the problem – this is your opportunity to retain their business.
ObjectWave remains available as a trusted advisor during every step of the B2B and B2C customer journey.