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-cycle Ensure 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 product Focus on specific customer requirements and needs Service recovery paradox, if you try to solve issues, the customers will understand you better. Different volumes (data) His book suggestion: Customer What? Ian Golding Customer 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/ [email protected] Thank you, Michael! #customerexperience #leadership #CXb2b #cxgoalkeeper