How Are B2B Customers Different from Their B2C Counterparts?
Four Key Characteristics That Differentiate B2B Customers from Their B2C Peers
They do not say without a reason that the customer is always right. No one beside them can know exactly what they have in mind and how they want their products or services to look or be like. However, what they do need help with is the following: they need to feel that they can put their trust in you and come back for more.
Sure, it is easy to find a new customer – you can find them by offering discounts and better one-time offers, but what is difficult is to retain them, and want them to need your service once more. Customer loyalty is not an unattainable level in a customer-seller relationship, and here is how you can gain it.
If you offer people a product, you want them to be happy about it and go and tell other people about it. This is called free marketing. For example, the article “the Book of Mac” describes how Apple is famous for its happy customers spreading the word about their satisfaction with the product that the company practically does not need to move a finger to promote their services. But how do they achieve this?
Easily. They earn their trust.
How to keep customers loyal?
Retaining customers is also difficult a task. Keeping their loyalty can be achieved only via personalized service – each customer should be rewarded with their own customer manager, who should communicate as politely as possible. One of the ways can be via personalized email addresses of the people who they are contacting, or via a phone operator (a service that should work 24/7).
Another way of retaining their loyalty is by making them feel secure about their money. Your clients need to feel safe when they give you their money. That can be easily done by using different payment methods such as an Escrow account, credit cards, or services like PayPal. Make sure your customers are well familiarized with the safety you ensure for them.
Remember to find balance between possible and impossible ways of satisfying your customers – try to turn as many impossible ways into possible ones and your customers will come running back to you.
Sonya Watts is a passionate business consultant from Melbourne, Australia with five-year experience. She has a wide range of interests, including online writing, technology trends and marketing in general and likes to share her own experiences in those fields.
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Four Key Characteristics That Differentiate B2B Customers from Their B2C Peers
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