CX Goalkeeper with Michael Brandt - S1E31 is about CX in B2B

The CX Goalkeeper had a smart discussion with Michael Brandt My learnings:There are a lot of CX trainings on the market. There is a need for proper recognition of the good ones.The ECXO – European Customer Experience Organization has 500 members. It allows a forum for CX practitioners and CX professionals to discuss in their languages with an European flavor. Difference between B2B and B2C:It is not only one customer you need to convince several people (purchasing committee) about your product.Consider the product life-cycleEnsure the replacement of the existing product with the next one after the contract ends. The relationship manager needs an in depth relationships with the customer (it’s not a contact center)It starts before selling productFocus on specific customer requirements and needsService recovery paradox, if you try to solve issues, the customers will understand you better.Different volumes (data) His book suggestion:Customer What? Ian GoldingCustomer Experience 3 – Writing Matters Michael’s golden nugget:Remember customers are human beings. Empathy is important. You can empathize only if you are putting yourself in the customers shoes. How to contact Michael:https://www.linkedin.com/in/michael-brandt-ccxp-9512a33/info@cx-excellence.com Thank you, Michael!#customerexperience #leadership #CXb2b #cxgoalkeeper

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Business & Digital Transformation, Leadership, Innovation and Customer Experience. It's not about B2B or B2C business - we are in a HUMAN to HUMAN environment. Don't waste your time looking for latest insights, best practices, methods, ... I bring them to you. I personally select the best thought leaders, experts, specialists and friends to give you, episode after episode, everything you need to smartly play in your job and in your life. More information: www.cxgoalkeeper.com/podcast About Gregorio Uglioni - Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions customer experience, experience, customer service, service, transformation, cx transformation, agility, best practices, customer, acquisition, retention, cost to serve, best in class service, best in class experience, thought leader, transformation manager, cx manager, senior management, cx strategy, voice of the customer, voice of the employee, growth, purpose, improve business results, award-winning strategy, cx community, leadership, improvements, cx governance, experience design, customer journey, ACXS, CCXP, CXPA, employee experience, innovation, cx culture, cx design, cx architecture, service culture, people first, human being, purpose