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 their B2C counterparts on 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, Ultimate Kronos Group, and Salesforce. Learn what sets them apart from the competition and deliver exceptional experiences and bottom-line results for your organization.
“Jim understands that CX professionals must mobilize their entire organization to deliver high-value customer experiences. Do B2B Better draws on Jim’s extensive real-world experience and interviews with practicing CX leaders to serve as a guide on how to make the case for CX to your organization, understand customer emotions and desires, and develop a scalable, measurable approach that achieves results.” – Greg Melia, CEO, Customer Experience Professionals Association
“CX is difficult and even more challenging to create loyalty when those customers are businesses, requiring you to align all your silos. There aren’t many guides available that focus specifically on the B2B or B2BC experience. The book is packed with real-life examples from CX leaders who bravely lead CX change efforts – driving increased customer loyalty and revenues. ” – Lisa Crymes, Chief Revenue Officer, Preventric
“Does customer experience matter in B2B? Absolutely! Across the 100s of B2B companies that I’ve worked with, I’ve seen it impact renewals and expansions, as well as other areas of loyalty such as providing feedback on new offerings, acting as references with prospective clients, and publishing case studies. B2B firms trail consumer-facing firms in areas like voice of the customer and experience design, so there’s plenty of opportunity to improve. With dozens of case studies across different B2B segments, Do B2B Better provides guidance on how to close that CX Gap.”
– Bruce Temkin, Head of Qualtrics XM Industry & Co-Founder of the Customer Experience Professionals Association
Tim Gabel, CEO, RTI International
Download this workbook to accompany the book and guide your journey to becoming a Change Maker delivering exceptional experiences and bottom-line results for your organization.
He is a nationally recognized customer experience expert and keynote speaker. He is also the co-author of How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.
He developed the passion for customer experience (CX) when leading programs at Best Buy and UnitedHealth Group, and was an early advocate for CX, becoming only the second Certified Customer Experience Professional in the world.
Along with his wife, Sue, he is an active community member, serving as the President of the Rotary Club of North Minneapolis, and is on the Consumer Insights and Analytics Advisory Board for the University of Minnesota, Duluth.
His customer experience consultancy, Heart of the Customer, delivers next-generation CX best practices that go beyond insights and recommendations to empower and activate organizations to generate customer-driven value and bottom-line growth.