Home > Commerce Insights Blog > Outsource Your Sales to Your Customers. They'll Love it.

Commerce Insights Blog


Subscribe
Outsource Your Sales to Your Customers. They'll Love it.
By Sean Cook
12/11/2013 10:03:00 AM

A recent Wall Street Journal article” by Cristina Rogers “Say Goodbye to the Car Salesman” outlined how online selling has transformed the dynamic between the customer and traditional car salesman:

“A car salesman used to spend long days on his feet. Now he's becoming like everyone else—stuck most days in a chair in front of a computer screen. Today, buyers call or walk into a showroom already armed with a car's invoice price, competing dealer bids and discounts from the manufacturers, and can get updates on their cellphones while standing in the store. They can access online reviews of the salesperson and dealership.”

All this points to an inescapable trend in consumer behavior.  Many customers value and prefer self-service channels to human interactions.  In the B2C world, this has long been fairly evident.  Think ATMs, eTickets, and online banking. In a more recent example, consider the Apple Genius Bar  which has taken the pain out of customer support.  Customers go online to schedule a service appointment at a time convenient for them. At the same time, they also outline their problems.  Appointment times are scrupulously adhered to, so there is little wait.   Apple technicians know what products the customer has before they show up, and they frequently have already researched solutions.

Research supports this.  According to Forrester, “Across all demographics, channel usage rates are also quickly changing: we’ve seen a 12% rise in web self-service usage, a 24% rise in chat usage, and a 25% increase in community usage for customer service in the past three years.”  

In contrast to the B2C customer experience, many B2B customers still experience “live” service channels for procurement.  One question B2B companies should ask themselves:  what is more important for our customers, a relationship or a satisfying user experience?  Most people want a good experience when they buy or use something. They want low-friction transactions, and they want to accomplish them now.  More and more customers are looking for better and smart self-service, and they don’t value the relationship as much as some might think.

What is it that makes self service so appealing?

  • •   The efficiency of the interaction
  • •   The satisfaction of being in control
  • •   The ability to “time shift” the service experience to fit the customer’s schedule, not the provider’s
  • •   Fear of high pressure upsell/cross-sell 
  • •   And maybe most frightening of all to corporate executives, the reduced importance of the “relationship” in comparison to the “experience 


Rather than lamenting this loss of control, B2B retailers should embrace it.  In our next blog post, we will outline the reasons why B2B retailers should embrace this trend and how they can create a user experience that makes customers excited by their products or services (and increase satisfaction and loyalty at the same time!).


Currently rated 0 by 0 people

Tags: b2b, sales, customer, service, customer service,
Categories: Commerce Insights Blog
Bookmark and Share

Comments:

No Comments have been submitted.

   
 
Write your own comment
 
  Your name (required):  
   
  Your email address (required):  
     
  Your website address (optional):  
   
  Submit a Picture No larger than 250kb (optional):  
   
  Submit a video via URL (optional):  
   
  Your comments (required):  
   
   
 
Text From Image:
 
   
 
Include comments
Archive
2016
 
2015
 January (1)
 
 
Recent Posts
Epicor Completes Acquisition of ShopVisible
  Comments: 0
  Rating: 0 / 0
ShopVisible Reveals 24%Increase in Order Volume on National Free Shipping Day
  Comments: 0
  Rating: 0 / 0
ShopVisible Reveals 24%Increase in Order Volume on National Free Shipping Day
  Comments: 0
  Rating: 0 / 0
Epicor to Acquire ShopVisible™
  Comments: 0
  Rating: 0 / 0
5 Universal Tactics to help Increase Conversions
  Comments: 0
  Rating: 0 / 0
Major Online Retailer Rebrands and Re-launches Responsive Design Site
  Comments: 0
  Rating: 0 / 0
How To Get To Omnichannel…Fast
  Comments: 0
  Rating: 0 / 0
ShopVisible Meets Growing Demands of Mid-Market B2B Sellers
  Comments: 0
  Rating: 0 / 0
Direct Marketing News: [Infographic] B2Bs and B2Cs Are Breaking Bad eCom Habits
  Comments: 0
  Rating: 0 / 0
ShopVisible Expands Omnichannel User Experience
  Comments: 0
  Rating: 0 / 0
 
Authors
Allison Howen (1)
BC (2)
Bharat C (2)
Clint Engel -- Furniture Today (1)
DannieB (32)
e-commerce info (1)
E-Commerce Information (1)
Emma G (1)
Glenn Taylor (1)
Jessica Lee (1)
jvm (19)
Karen Marchione (5)
Kendrick (1)
Kendrick Woolford (2)
Lauren Smith (40)
Marketing (118)
marketing@shopvisible.com (3)
Media Coverage (13)
News (2)
Nithya (1)
PAN Communications (1)
Press Releases (10)
Sean Cook (11)
SEO Information (1)
ShopVisible Marketing (21)
Stacy Shade (7)
The Frog (4)
Webster J Frogg (10)
Will Devlin (11)
 
Back to top
 
Close

Contact Us

Tell us a little bit about what you are interested in so we can better serve you

Do you have an RFP you would like us to consider?

Please complete the contact form and indicate that you have an RFP in the message field. When we contact you, we’ll request a copy and respond with a customized solution to meet your needs.

You can get our RFP form here.

Would you like to speak to one of our platform consultants?

Please indicate that you would like to set up a call with one of our team members in the message field of the contact form. We’ll set up a time that’s convenient for you to show you the inner workings of the ShopVisible platform, and answer any technical questions you might have.