20 September 2016
Trustpilot explain how customer experience can sell your printing service
Both web-to-print (W2P) and B2B printers have been the perfect candidate for reviews for some time.
But instead of undercutting the competition on price, do it on customer experience. By 2020, customer experience will overtake price as the key differentiator for B2B businesses.
Prove you've got something likeable, useful and irresistible to come back to and you'll have customers for life.
Help customers to find you
Similarly to how we search for reviews on holidays, books, films and more, the B2B buyer is looking for companies who can be trusted to deliver the best for them.
A Gartner study claims 73% of B2B buyers prefer to approach a business than be approached out of the blue.
If you've got customer feedback selling for you, you're making it tougher for customers to avoid your gravity. Your reputation literally pulls them in.
And if your reviews comment on your smooth ordering process, your great customer service, or the slick delivery, the potential customer knows you're committed to a smooth customer experience where the buyer is truly valued.
Stand out from your competitors
92% of CMOs say competition in their market has increased pressure on them to achieve their commercial objectives. Admissions like that put a lot of pressure on the entire team.
Ease that pressure by making an active effort to connect with customers through online reviews. Not only is it another channel of customer service, it's another way to show why you've earned the reputation you've got.
A review-built reputation is an impartial way to validate just how great you are. Potential buyers see the honesty and admire it, hopefully over a competitor.
Amplify your customers' great experiences
44% of customers say their experiences with businesses are bland. B2B businesses may only gain a handful of customers every month, but maintaining deep relationships with every customer, no matter where they are in their life cycle, is more important than ever as customer experience takes priority.
One way to develop more of these long-term relationships is to tell the stories behind the relationship.
Use feedback in your marketing, your business pitches, in your email campaigns, , or on social media to promote your great customers and attract new ones.
And if you've got some particularly great feedback, think about doing a case study with the customer.
All of this helps current customers feel valued while giving prospective buyers a complete view of your business and you commitment to a unique customer experience.
Seventy percent of companies rated with the best customer experience use customer feedback. Customer feedback is not just a fad. It's not exclusively for B2B or B2C.
Customer feedback is very much important to everyone. Including you. Don't get left behind.
Fully understand the impact of reviews on your business
11 May 2022
Access the latest edition of the Economic Newsletter for the European Printing Industry for data on industry turnover, energy prices, paper consumption and pricing data for pulp, paper, recovered paper and packaging grades.
18 May 2022
But output price increases not enough to offset energy, material and wage cost increases and restore margins.