The Importance of B2B Customer Service

| August 31, 2011

From Zappos to Southwest Airlines, many companies have recognized the importance of customer service and capitalized on it.

They’ve done this by being polite, genuine, and open to suggestions (we talked about general ways to improve customer service here). But several of the standard ways to improve customer service apply mainly to B2C (business-to-consumer) companies, which sell a product or service directly to the consumer.

Even if you run a B2B (business-to-business) company, good customer service can improve your business and really help you stand out from the crowd.

An important thing to remember is that even if you have a B2B company, there’s a customer behind every transaction. Someone – an executive, perhaps, or a purchasing agent – is buying something, or you wouldn’t have a business. And since these people are your customers, you should start treating them that way.

Whether you run a B2C company or a B2B one, customer service should be a huge priority. Did you know it costs 6-7 times more to acquire a new customer than to retain an existing one? Great customer service can save your company thousands, if not millions each year.

If you have a B2B company, remember that there is a customer behind every transaction, and act appropriately with remarkable customer service that helps you stand out from the crowd.