B2B Online Connect 2023 Blog

We had the pleasure of chatting to Markus Widmer, Head of Customer Experience at Mondi Group ahead of his appearance as a speaker at B2B Online Connect 2022, about what an ideal omni-channel strategy looks like in a B2B setting, how to make remote interactions feel as intimate as in-person experiences, and his priorities and challenges for 2022

The average customer uses roughly ten different channels to engage with brands and companies need to be following that example to reach their B2B audience as well.

We’ve already spoken at length in this article series regarding the ways the lines between B2B and B2C retail is becoming ever more blurred. We’ve discussed how B2B buyers are expecting B2C style experiences, even when making purchases in their working lives.

Hopefully by now you’ve read the article in this series where we make the case in favour of B2B companies embracing omnichannel strategies in 2022.

In times gone by, customer experience just wasn’t something B2B brands spent and awful lot of time thinking about. The interactions between B2B buyers and sellers were always very perfunctory and performative and little consideration was given to anything outside the basic business of making and facilitating a purchase.

In the modern world, data is the lifeblood which flows through the veins of business. Data is a natural side effect of out increasingly online lives and can be put to use to drive marketing, sales, and process changes which can push technologically savvy brands forwards.

The world of transport is changing rapidly, and people are demanding far more from the car manufacturers they choose to do business with. For those brands operating in the B2B space the pressure to innovate is felt even more keenly as the demands and expectations of business clients can often be even greater than those in the B2C space.

When it comes to keeping the world moving, the responsibility falls to those brands which can provide the best range of fleet services. However, in 2020, these services must look beyond simple considerations such as fuel and maintenance and expand their offerings for B2B clients.