How B2B Ecommerce Brands Create Exceptional Customer Experiences

Ever wondered how global B2B ecommerce brands first cornered the market? Do you ask yourself how they manage to stay one step ahead of competitors? The secret often lies not with pricing but with exceptional customer experiences. Market leaders have climbed to the top of the ecommerce pile by ensuring their customers experience a flawless journey.

From the moment your website attracts a visitor, the experience should be plain sailing. No glitches, no overlooked essentials. In this guide, we will explain what matters when it comes to creating exceptional customer experiences. We will even tell you how you can beat global players at their own game.

Exceptional customer experiences explained

When a visitor enters your online store, what’s the first thing they see? This is important. Make sure the design of your website is easy to navigate and conveys the right message. Don’t forget to ensure it contains powerful calls to action. Avoid immediately directing visitors to sign in or sign up. Have the options there, but don’t distract them from your products.

Let website visitors view your products and make a purchasing decision before asking for personal details. The customer journey should be easy and transparent. Repeat customers will most likely sign in. Ensure your website is easily searchable and let customers use order pads. This will speed up the time it takes them to find what they are looking for and place an order.

Make the ordering and check out process as simple as possible. Ensure shipping and payment terms are clear. Minimise the risk of cart abandonments and shipping problems by ensuring your website has a postcode finder.

Bring your ecommerce products closer to customers

Successful B2B ecommerce websites allow customers to buy variations of a product. This could be colour or size options. Choice is important to consumers and it should be equally important to you. If you can give customers the option to customise products as well, it will make them more personally involved with a purchase. The process will endear them to your brand. Don’t forget to let customers see your products from more than one angle to maximise sales.

Automating complex processes simplifies the customer journey. It will make buying from your website a breeze. However, receiving an order should not be the end of the customer experience – just a milestone. Make sure your B2B ecommerce website has auto responders.

Automated emails keep customers up to date and informed. The first should confirm an order and thank the customer for their business. Follow up emails can be sent on dispatch and to highlight related or complementary products. If a visitor has created an account, welcome them with a special offer or discount code.

Leading B2B ecommerce websites achieve brand loyalty with personalised marketing. This helps businesses target customers in segmented groups. It ensures they are not sent marketing that isn’t relevant to their interests or order history.

Create exceptional customer experiences

Gemsuite is an award-winning B2B ecommerce platform. It delivers exceptional customer experiences every time. Packed with powerful features, it has all the functionality you need to successfully sell online and grow your business.

Want to discover how your B2B ecommerce website can deliver exceptional customer experiences? Book a demo here.