The two key touchpoints in the Industrial Customer Experience. How to enhance them.

It is curious to see how little the Customer-Centric mentality or the Customer-Experience methodology is associated with the Industrial sector,

when the projects are so long, with so many decision-makers and with so much technical complexity and risk.

This generates a multitude of contact points or touchpoints from the client to the supplier,

which are what ultimately make a company feel if its supplier is worthwhile or not.

Today I want to talk to you about the two key Contact Points in the Industrial Customer Experience and how to put them into value.

The Industrial Customer Experience , as an Industrial Strategy ,

is based on making life and the process easier for the Industrial customer and thus being able to attract and retain them thanks to their overall satisfaction before, during and after the purchase decision.

Such a process, and always from the client’s side, generates a multitude of points of contact or valuable interactions, specific to the Industrial sector, around the product, people and brand.

 

Each of these profiles has its own characteristics, needs and problems at different times and they are the ones who actively participate and who must DECIDE which are the Key Contact Points in THEIR Industrial Customer Experience.

Contents hide 

1. What are the Touch Points in the Industrial Customer Experience.

2. First Key Point of Contact: The Technical Office

3. Second Key Point of Contact: The Customer Service Responsible Team (RAC).

4. How to value them?

4.1. The 6 practical ideas to enhance them.

4.1.1. Idea 1: Organize them by type of client and not by processes

4.1.2. Idea 2: Active participation in visits to the industrial plant

4.1.3. Idea 3: Audiovisual Content Creators

4.1.4. Idea 4: Customer cayman Islands phone number library Journey Map cross-sessions.

4.1.5. Idea 5: Employee Advocacy on Linkedin and Web

4.1.6. Idea 6: Active participation in Industrial Fairs

According to CX technology provider Qualtrics

a touchpoint (in the B2B or Industrial Customer Experience methodology) is defined as

the different moments in which the customer, directly or indirectly, comes into contact with the brand.

These touchpoints shape the B2B Customer Journey loan data Map and are where the Industrial Customer Experience really materializes, in this case.

I would add that these Contact Points in the Industrial Customer

Experience revolve around the relationships between

People (Purchases, Quality, Logistics, etc.), with products   and with the brand (web, platforms, tools, content, etc.)

First Key Point of Contact: The Technical Office

Ask any industrialist how they would fare without a team of people who act

as a link between what the client wants and what can be industrialized.

The people in the technical office have an enormous value for

the efficiency of a company and for the trust of a client.

Regarding the first point, they are the ones who know what and how to industrialize something.

There are many industrial companies that work almost everything on request and for very different sectors, such as aluminium or the automotive shopping data industry,

sectors for which I work and which require technical professionals

to adapt the client’s needs to the possibilities of the industry.

For the company, these technical professionals make the industrialization process efficient,

but for the Industrial Client’s Engineers they are a guarantee regarding

the manufacturing of a part and its subsequent operation in the gear of their product.