In 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business to Business to Consumer) customer experience. His effort left more than a little to be desired. While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough.
After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Better: Drive Growth Through Game-Changing Customer Experience. I asked him to join Next in Queue to talk about B2B CX and I didn’t take no for an answer!
We discuss:
- The differences between B2C, B2B, and B2B2C
- The most critical customer emotions to measure
- How AI will be incorporated differently in B2B CX
- What separates “CX Changemakers” from “CX Hopefuls”
- The potential future of customer surveys
- One piece of advice regarding presenting to executives
Connect with Jim on LinkedIn
Books by Jim Tincher
Music courtesy of Big Red Horse
