Why work hard to improve customer experience

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Introduction to customer experience in a B2B environment
Customer experience in B2B commerce includes all interactions between suppliers and their business customers. It is defined by the quality of service, personalization of offers and the smoothness of interactions, all of which help build customer loyalty. According to a survey by
management and strategy consulting firm McKinsey , 70% of B2B purchase decisions are influenced by customer experience . As in the B2C industry, customer experience is also crucial. However, there are significant differences between the two, as B2B sales typically involve longer sales cycles and more complex relationships.

Customer experience is an important factor for B2B companies, with its argentina phone number lead impact directly reflected in customer loyalty and profitability . B2B customers' satisfaction plays a major role in their decision whether to recommend a vendor or continue a business relationship with it. According to the latest data from market research and consulting experts Forrester , a bad experience can have a serious negative impact, with 64% of B2B customers stopping purchasing from a company after a bad experience . Conversely, a good customer experience can have a positive impact on the seller's reputation and lead to repeat purchase decisions. In turn, a positive experience will lead to a larger customer base and increased sales .

Furthermore, optimizing the customer experience is intrinsically linked to increasing customer lifetime value ( CLV ) because positive customer experiences foster customer loyalty and long-term commitment, which in turn increases CLV by fostering lasting and more profitable business relationships .