A new report from DC360 describes how businesses from Dawn Foods, the bakery ingredient company, Home Depot through to Sellars Absorbent Materials an industrial manufacturer are now using new technologies in CX including artificial intelligence (AI) customer personalised features to engage the consumer.
Despite the diverse B2B commerce sectors, companies like The Home Depot, Dawn Foods, and Sellars Absorbent Materials share a common goal: to improve their customers’ online purchase experiences.
According to Digital Commerce 360’s current Consumer Experience Trends in B2B E-commerce Report, these companies are employing advanced technologies to satisfy heightened consumer expectations, which have been established by top performers in retail and B2B eCommerce.
“Consumers almost expect every experience to be tailored to their preferences and behaviors,” says the report’s author, Justin Racine, lead, of unified commerce strategy, for the digital firm Perficient. Racine used to work in e-commerce. “What B2B companies need to do now is put pen to paper and look for ways to invest in customer-facing tech to improve the buying experience and push back against threats like Amazon Business.”
Sellars Absorbent Materials Inc. recently rebuilt its e-commerce site to better handle interactions with B2B customers. The company makes paper towels and other cleaning goods for use in factories and other industrial settings.
Jacob Jones, the VP of IT at Sellars Absorbent Materials, a private Milwaukee-based company, reports that the company has experienced single-digit growth in its B2B eCommerce sales since transitioning from its legacy site to BigCommerce. Additionally, the company generates an estimated $200 million in annual revenue. Sellars and Dawn Foods have both reported substantial enhancements in their customer experience, which have resulted in substantial increases in their online sales.
For more on the CX strategies of these and other B2B marketplace, plus the latest update on the Customer Experience Trend in B2B Ecommerce Report is available at Alahdeen.
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