Bruce Temkin
Head of Qualtrics XM Institute and Cofounder, Customer Experience Professionals Association
Book Recommendations:
Recommended by Bruce Temkin
“Does customer experience matter in B2B? Absolutely! B2B firms trail consumer-facing firms in many areas, so there’s plenty of opportunity to improve. With dozens of case studies, Do B2B Better provides guidance on how to close that CX gap.” (from Amazon)
by Jim Tincher, Daniel Futter·You?
by Jim Tincher, Daniel Futter·You?
Customer Experience expert Jim Tincher provides the wisdom and tools to show business-to-business (B2B) organizations how to build and sustain superior customer experience (CX) as a core business activity. Any business leader knows that customer loyalty is the key to a thriving business. But what if your customer is another business? Consistent research shows that most B2B companies lag behind their B2C counterparts in customer experience, primarily because of the increased complexity in serving businesses over individual consumers. Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. From interviews with hundreds of CX leaders, Jim Tincher shares stories of how B2B companies have implemented successful CX programs, including Dow, Hagerty, and UKG. Discover what sets top performers apart from the competition and learn how to deliver exceptional experiences—and bottom-line results—for your organization.