Customer service makes brands shine

The idea that 'the customer is king' has long been an established principle guiding customer service and care practices in the United States. However, this was not necessarily the case in Germany until more recently. In the past, companies in Germany may not have placed as much emphasis on prioritizing the customer experience. But this mindset has been evolving, and the landscape is changing as more German businesses recognize the importance of putting the customer first.

The unique selling point of industrial companies was their products, not their first-class interaction with customers and potential customers. A disruptive change has been set in motion here. Consumers have become accustomed to being able to access information about companies, products and solutions anytime and anywhere. In order to meet the heterogeneous requirements of their demanding target group(s), companies are required to get in touch with customers and interested parties via different channels.

Brand with charisma

This is the only way that manufacturing companies can succeed in making their brand shine at all touchpoints. In times when products are often interchangeable, the customer experience (CX) is becoming a unique selling point. Customers expect excellent services, quick responses and unique experiences. With the right technological equipment and a competent consulting and implementation service provider at their side, companies can meet this requirement. By offering their customers an outstanding CX, they are not only one step ahead of the competition, but also turn their customers into loyal brand ambassadors.

Further information is available in the free white paper "Customer Experience" from atlantis dx.

Relevant digital touchpoints in B2B

Industrial companies are well advised to focus on a range of digital touchpoints in addition to the usual analog touchpoints, such as consultations in stores, at trade fairs or on the phone:

• corporate website
• online shop
• support and customer portal
• search engine
• online marketing measure
• social media platform
• download content
• (digital) press release
• messaging/chat

Author: Dario Waechter