Customer experience - what are your thoughts on it, and what strategies do you have going into 2020?

Jackie BaiJackie Bai admin
edited January 29 in Marketing
  • Which companies do you look up to for this?
  • Any people we should be interviewing?

Comments

  • We are looking into this topic a lot now. We see the difference between B2B and B2C buying experience and the gap is huge. We actually did a meetup about it, happy to connect you to the speakers.

    One way to frame it in a useful way is Buyer Enablement - enable buyers to engage on their own terms. This is a theme that works well with Drift's offering as well. Content Experience that is provided by Uberflip is another great example, as well as video hubs that are done properly by Vidyard.

  • @[email protected] I like how you frame it as buyer enablement. How easy and helpful do you make it for someone to buy your offering? How much friction exists in the buying experience?

  • HubSpot is the one which comes to mind when you talk about Customer Experience. Another one is Pipedrive. We are a customer success platform for B2B SaaS, so customer experience is a big part of our 2020 strategy. We have been expanding our success team to enable the same. I myself am a big advocate of customer advocacy and I believe customer marketing is going to be the future of the subscription economy.

    You should definitely interview Puneet Kataria, CEO of CustomerSuccessBox, who was also the LinkedIn Top Voice 2019 for his views on Customer Success and Customer Experience.

    Also interview Gustavo Bianco from Pipedrive about their relentless focus on customer experience.

  • Something that has and will always stick with me from the podcast Julie mentioned above, is that any company should look at their customer experience as an opportunity to draw inspiration from other industries. If you are a B2B SaaS company, look at a retail company to inspire your onboarding experience.

  • Something that has and will always stick with me from the podcast Julie mentioned above, is that any company should look at their customer experience as an opportunity to draw inspiration from other industries. If you are a B2B SaaS company, look at a retail company to inspire your onboarding experience.

  • Something that has and will always stick with me from the podcast Julie mentioned above, is that any company should look at their customer experience as an opportunity to draw inspiration from other industries. If you are a B2B SaaS company, look at a retail company to inspire your onboarding experience.

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