They debated, shared reflections and their experiences of the CX challenges COVID-19 has raised, what it’s meant for managing customer relationships and the implications for Voice of the Customer programmes: ‘Managing relationships in a post COVID-19 world’.
The massive economic shock delivered by the global pandemic is, hopefully, a once-in-a-lifetime event. It has raised huge issues for B2B organisations in managing customer relationships, issues that are likely to continue in the recessionary economic climate triggered by COVID-19. Reflecting on recent events and the challenges they have raised, the roundtable discussion surfaced universally applicable lessons for managing B2B Customer Experience.
To guide the conversation, the group used the Ipsos Forces of CX: a human-centric framework comprising six key ingredients (or Forces) that distil the essence of emotional attachment on relational strength – and ultimately positive business performance. Because the framework is human-centric, it is equally applicable in B2B and B2C environments, and it can help understand changes in behaviour resulting from COVID-19, and subsequently design and deliver better customer experiences.
To find out about the themes which emerged, please read the B2B CX Sessions report.
Over the next couple of sessions, we’ll be discussing:
- Maximising the value of your VoC programme
- Account Management in the remote world
If you would like to get involved in one of these B2B CX Sessions, or would like to get involved in/suggest a topic for a future roundtable, please contact Helen Wilson.
To learn more about what makes for a great B2B relationship, and to get some advice on best practice B2B CX measurement and management, listen to Season 1, Episode 12 of our Customer Perspective podcast.
To learn more about CX Forces, head here for a copy of our white paper.
About B2B CX Sessions
A series of roundtable discussions with CX practitioners and experts who work in B2B. We’re an inclusive group who debate the key issues facing customer experience in a B2B context. Findings, insights and new best practices are shared with peers across our community with a view to improving the maturity and capability of CX in B2B.
The Forces of Customer Experience [Webinar recording]
Do you truly understand the Forces that are at play in your customers’ minds? This new webinar accompanies our brand new CX whitepaper, 'The Forces of Customer Experience: The science of strong relationships in challenging times'. Hear from the author of the paper and Ipsos' CX Chief Research Officer, Jean-Francois Damais,
[WEBINAR] Innovation through the consumer lens
November 12 - Even established financial brands are at risk of losing influence and market share as innovative new entrants begin to inspire and occupy the attention of consumers. So, what is it that is appealing to consumers, and why aren’t we listening to them more?