What Is B2B Customer Experience and Why Does It Matter?
B2B customer experience is all about how your business clients perceive every interaction with your company, from the very first enquiry to ongoing support and partnership. In today’s competitive SME landscape, delivering an outstanding B2B customer experience isn’t just a nice-to-have – it’s essential for building loyalty, driving referrals, and standing out from the crowd.
Unlike B2C relationships, B2B customer experience involves complex journeys, longer decision cycles, and multiple stakeholders. That’s why SMEs need tailored strategies to ensure every touchpoint is seamless and positive. Businesses that invest in improving their B2B customer experience see stronger client relationships, higher retention rates, and more opportunities for growth.
At insight6, we help SMEs map, measure, and transform their B2B customer experience – helping you turn satisfied clients into long-term partners and advocates.
How We Improve B2B Customer Experience for SMEs
We work with hundreds of SMEs to help them transform their customer experience, particularly within the B2B sector. We love working with family-run businesses who are passionate about making a real difference for their clients. Here’s how we can help:- Working with the management team to identify their CX strategy for the next 5 to 10 years
- Coaching, training, and mentoring teams to deliver a consistently high standard of service to B2B clients
- Introducing a constant feedback system from clients to gain real insight into their experience and to boost Google reviews and other online platforms
- Launching staff recognition programmes based on mystery shopping and online customer feedback
- Mystery shopping the sales process to assess how well teams handle new business enquiries
- Reviewing the customer journey from initial enquiry to final implementation to spot opportunities for improvement
- Conducting customer experience training and sales sessions with the team, helping to identify new sales opportunities
- Acting as a “critical friend” to the management team, challenging and supporting them on their future direction and plans
Six Reasons to choose insight6 to improve your Customer Experience
- Our Customer Experience Directors are local to you and on hand to partner your journey of CX transformation.
- Our Customer reviews, survey tools and online feedback products are world class.
- All of your CX measurement is tailored for your business to ensure the results are 100% relevant and actionable.
- Our CX Directors can coach and mentor your teams to improve performance.
- Our benchmarking and customer mapping tools are second to none.
- When you work with Insight6 Transformation comes as Standard.
