What is a B2B2C eCommerce How can they improve their Customer Experience

1. What is a B2B2C eCommerce? How can they improve their Customer Experience? =============================================== There are two types of business models that are very popular among sellers that are B2B and B2C. However, with the rapid rise of eCommerce, the lines between these two sales channels have been smudging. And the sales ecosystem has come with new channels over these standard two models i.e B2B2C eCommerce. A B2B2C is a special type of business model where a company, rather than reaching their target consumer directly, does that through another business. Yet the final consumers will identify the brand or the service rendered by the B2B2C. The company offering the service might gain direct access to consumers over time. Same as B2B and B2C, customer experience is the topmost priority of b2b2c eCommerce. The customer experience is beyond just pleasing them while they are purchasing from your store. From marketing to selling and everything in between, the customer experience plays an important role and it really needs the efforts of nearly every domain of an organization. For clearly defining the ideal customer experience, a collaboration between all the areas of the company is needed. Before discussing how to improve customer experience in B2B2C, let’s discuss “what is B2B2C”. What is B2B2C Ecommerce? B2B2C stands for business to business to consumer. As the name reveals itself, it’s a business model where Company A sells their product or service in association with Company B to an end customer. B2B2C companies usually face many challenges when it comes to delivering a satisfying experience to their end customers. In fact, the B2B2C eCommerce ecosystem is complicated, which can result in a lack of association with allies or an inadequate understanding of customers. Consequently, it can be more difficult for B2B2C companies than B2B or B2C, to build the experience that their end-customers demand. Some b2b2c eCommerce that don’t sell directly to their end-customers have successfully built loyalty through excellent customer experience. However, as these companies do not control customer interactions, they work through channel partners. There is some Omni-Channel B2b2c Solution that helps companies to enhance their productivity and customer experience by aligning all verticals in the same route. AI-powered CPQ systems help B2B2C businesses to speed up their product manufacturing by allowing real-time modifications in design, and quotes. Let’s discuss in detail how b2b2c eCommerce can improve customer experience. “B2B2C customer experience is defined as enhancing the end customer experience in a way that satisfies the needs of channel partners” XM Institute Research

2. Pillars that helps in improving the b2b2c eCommerce experience: There are three pillars that are vital for b2b2c eCommerce to enhance the customer experience. If a B2B2C works on these pillars then they will definitely witness huge success in delivering an engaging customer experience. Effectively connect with the partners B2B2C businesses should collect penetrations across their partners’ complete journey. Sadly, most of the B2B2C companies concentrate only on the partner’s opinions about one particular part of the experience; like the customer support or the marketing tactics. However, accumulating feedback across the whole partner experience can help B2B2C companies to delve more profoundly into the partners’ journey which creates meaningful opportunities for enhancements. You can use Omni-Channel B2b2c Solution to effectively communicate with your partners. It also helps your track partner journey with engaging insights. Data-driven strategies work well in today's competitive marketing, knowing exactly in which area you need to work hard will help you create a better understanding with the partners. Traditional ways like yearly long and boring surveys will not be going to work for collecting customer data to understand the overall end-customer experience. These surveys are usually filled with questions aimed at collecting operational data or by questions that are useless to estimate the customer behavior, ultimately resulting in low response rates. That’s why developing an actionable feedback strategy is necessary for b2b2c eCommerce. Collect customer and partner data simultaneously It’s important for b2b2c eCommerce to work on challenges associated with both partners and customers. Therefore, instead of capturing customer insights separately, B2B2C should collect customer and partner data simultaneously. With the help of Omni-Channel B2b2c Solution, b2b2c eCommerce can take advantage of more significant data by accessing their customer information and analyses with their channel partners. Ling partners’ and customers’ issues and solve them as their experiences are very much related to each other. Colluding around shared conflicts allows B2B2C businesses to realize that any modifications made at the partner level will also help in elevating the experience at the customer level. These not only save your time but also the cost associated with product modification and its marketing. Omni-Channel B2b2c Solution helps B2B2C eCommerce to align both partners and customers and receive their insights in real-time. As these solutions also help in collaborating with multiple teams of business, it becomes easier for departments to communicate internally and proceed in the work in the same tune. When internal teams do not work in sync, it becomes difficult to work to improve the customer experience as they fail to implement suggested changes timely. Work on partner engagement Partner engagement must improve customer engagement as a partner acts as a bridge between you and your target customers. Communication is always the key. Making sure that your partners like your vision and can relate to your ideology can help you more than you think. Omni-Channel B2b2c Solution helps you engage with your partners more effectively. It allows them to mark the changes wherever required and can modify the product based on their

3. requirements. As most of the Omni-Channel B2b2c Solution is empowered with Artificial intelligence, it has become easy for b2b2c eCommerce to offer hyper-personalization. These days both customers and partners demand personalization, it indulges their emotions of buying so it's great to have a robust Omni-Channel B2b2c Solution for your b2b2c eCommerce. Summing Up B2B2C eCommerce needs to deliver their brand commitments and show how these brand promises correlate to their partners’ Success. Adding CX metrics into your partner agreements is an adequate way of describing these KPIs to them. It’s essential to use metrics that are followed by partners and that clearly link to CX perspectives they can directly impact.