Ecommerce is in the middle of a major transformation and is growing at an unprecedented rate. COVID-19 forced buyers to seek out more digital-first shopping options, and new customers in emerging markets lured businesses into expanding their online presence. This transformation has been especially disruptive for B2B businesses, who are witnessing the seismic shifts in B2B buyer behaviour and struggling to adapt.
The B2B customer journey is starting to closely mimic B2C in many ways, as B2B buyers are aware of the intuitive, enhanced, and intelligent shopping platforms that have become commonplace in the consumer space.
This guide will give you an in-depth view of the current trends and expectations of the B2B customer experience and step-by-step instructions on how to improve it.
What’s in the Guide:
B2B Ecommerce: State of the Nation
It is no question that B2B ecommerce is going through a major change. In this guide, we cover the most recent trends in B2B eCommerce and the new face of B2B customer journey.
Starting point: Audit and Benchmarking
Auditing and benchmarking your technology and customer experience performance is crucial to identifying your inefficiencies and highlighting the most promising improvement opportunities.
Top-performing ecommerce stores combine intuitive design, advanced technology, and engaging content to provide an outstanding customer experience. If your ecommerce stack is underperforming, you won’t know the culprit until you fully understand your current condition.
In this guide, we discuss why you should be auditing and benchmarking the areas of:
- Technology and platform functionality
- Frontend and user experience
- Product, content, and SEO
- Integrations
Omnichannel Strategy
In this day and age, your business must be a distinct, consistent, omnipresent entity across all mediums. That means delivering the same information and brand experience across every touchpoint on any device—but adapted to align with each application.
How to design an omnichannel strategy that attracts more customers? Learn how to in the guide.
Optimizing Ecommerce Shopping Experience
How can you optimize ecommerce shopping experiences? Based on our extensive expertise at Vaimo, we discuss the three ways to deliver a strong ecommerce shopping experience:
- Remove as much friction as possible
- Provide clear, compelling, and accurate information
- Make it easy for customers to buy
Next Steps: Staying Current and Building a Future
A modern ecommerce strategy requires commitment and nurturing. But the right efficiencies and advantages can yield many ultimately require less manual maintenance than you’re currently deploying.
To set yourself up for future success, you should plan a regular cycle of self-assessment for customer experience and the inevitable investment into newer, better tools with incremental improvements. In this guide, we discuss in-depth how to keep building for continued success.
Meet the authors:
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