Price is no longer top dog in B2B purchasing decisions — by 2020, customer experience will outrank price as a determining factor when consumers choose a brand.
The upshot of this claim is that trust, not price, is now the most important indicator of the strength of your relationship with your customers. When your customers think of you as a partner invested in their success (rather than just another technology provider), you’ve set your company ahead of the pack.
Annual retention rates and quality awards are good indicators of success with solutions and customer service, but these are only part of the quality picture. The trust you build is the key, and it can’t be measured in percentages of retained customers alone.
Trust is the outcome of a successful relationship where implicit or explicit expectations are consistently met or exceeded. Businesses that focus on building reputations of transparency, stability and consistency will reap the benefits for years to come.
Trust drives success
It’s vital for business leaders to put a plan in place to ensure a top-notch customer experience, which will lay a strong foundation for growth. Here are four ways to create a brand experience worthy of trust: