13 Sep New Video: The Difference Between B2B and B2C
A lot of people think there might not be any difference between B2B and B2C. But the reality is, there are significant differences. In B2B, in distribution and manufacturing, first of all, we are complex organization. We have complex customers, and orders, and ordering processes. We even have complex systems. And that complexity we have as an organization has to be balanced with creating this great and unique customer experience.
The other big difference in B2B, is that the people who are coming to your website – the customers that are coming to your website – unlike B2C, unlike retail – the people that are coming to your website aren’t coming because they want to be there. They are coming because they have to be there. It’s part of their job to be there.
So in B2B, for us it’s about how do we help our customers make their job easier. They aren’t shopping for shoes, they are trying to solve problems. If we help our customers do their job easier, we know they’ll come back. And if they come back to our website, they’ll spend more.
So really there are a ton of differences between B2B. And I think we need to treat B2B differently than B2C. We have to have our own systems, our own frameworks. Our own platforms and our own best practices.