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Omnichannel Experience
B2B buyers aren’t the only ones who are opting for omnichannel. They’ve finally come. When given the option of in-person, remote, or e-Commerce channels, customers have indicated that they want them all.
In today’s digital marketplace, customers are the true kings. They have unrestricted access to information and are surrounded by a wide range of shopping options, both online and off. Customer experience is more important than ever before for B2B organisations.
Customers utilise a variety of devices and platforms on a daily basis, making attracting and engaging them more difficult than ever. In today’s Darwinian B2B eCommerce world, providing a consistent and seamless omnichannel experience is the real game-changer.
If you haven’t already done so, now is the moment to include omnichannel into your business plan.This B2B eCommerce solution maintains uniformity across all touchpoints and allows customers to freely traverse the website and other channels while preparing to buy a product without losing context.
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Social Commerce
In the United States, 30% of all internet users make purchases through social media, whereas in China, 50% of users make purchases through social media. In 2022, the ability to promote and sell products via social media channels while keeping customers engaged with your brand will be a major game-changer. As a result, it’s easier to see why social commerce revenues are expected to triple by 2025. B2B companies can create an eCommerce store directly on Facebook, Instagram, or Pinterest.
Dedicated websites are no longer required for buying and selling. Businesses can sell their products on the social media channels that best suit their specialty while maintaining the overall client experience they desire.
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Personalized Customer Experience
Customer segmentation based on demographic data will become obsolete. You must delve into your clients’ behavioural and attitudinal characteristics if you want to elevate their experience to the next level of personalisation. At the same time, you’ll be able to track how, when, where, and why customers shop, as well as create personalised, end-to-end experiences.
To increase brand loyalty, create some customer-centric moments, make people remember you for a long time, and construct some customer-centric experiences. Simply have the Return on Experience measures to track this loyalty and guarantee your encounters have the appropriate impact.
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Prioritize Product Discovery and Information.
Finding products is a major source of frustration for B2B buyers shopping online. Even if they can locate the products, they will have difficulty locating current information.
And there are numerous approaches for B2Bs to address this problem. PIM (product information management) software is one example. PIMs are beneficial since they collect, manage, enrich, and distribute product information across several channels, such as your ecommerce store or mobile app, as well as social sales channels, marketplaces, and even advertising networks.
Back-office technology, which may help automate tedious operations, is another option for B2Bs. Many B2Bs, for example, utilise spreadsheets to keep track of product information and inventories.
However, by connecting the correct back-office system, such as an ERP, you can consolidate all of your catalogue information in one location that’s linked to your website, allowing for real-time updates and adjustments.
Use a chatbot to drive shoppers to product pages or urge them to start a conversation with your B2B sales team if they haven’t done so before.
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Faster Service
As more B2B organisations go digital, the necessity for quick and effective fulfilment operations has grown. Millennials are driving this need in a post-Amazon world, with 73% of them active in the B2B purchase process today.
Customer expectations are rising, and B2Bs can use this to their advantage. Order management software can help B2Bs streamline their fulfilment procedures. This type of software can assist a B2B company manage orders across several sales platforms, centralise data, and simplify the supply chain. To get things moving, B2Bs can use third-party fulfilment.
If your firm is rapidly scaling, your existing fulfilment expenses are rising, or you are spending too much time on inventory management, third-party fulfilment, often known as 3PL, is a terrific choice.
Final Words
While getting online for B2B enterprises was the focus in 2020 and 2021, enhancing your online experience to meet ever-changing buyer expectations will be the focus in 2022 (and beyond).
With that in mind, B2Bs should concentrate on the following growing trends: abandoning old systems, investing in ecommerce technology, personalising the purchasing experience, and experimenting with new sales channels.
And, while it may seem necessary to prioritise them all, obtaining data about your customers and developing your digital transformation strategy will be the key to success. Because after you’ve done that, you’ll be able to use it as a road map to success.
