What in the world of B2B can we learn from a holiday retail report? A lot, says ForeSee CEO Larry Freed, whose company released this week its ForeSee Experience Index (FXI): 2013 U.S. Retail Edition.
"The trends of the importance of the customer experience apply to the B2B world every bit as much as in the consumer world," Freed told CMSWire. "All customers, B2B and B2C, demand a great experience, and if they don’t get a great experience they will take their business elsewhere."
A second study released today by Baynote, a provider of personalized customer experience solutions, shows promotions, mobile access, ease-of-use, rating and reviews make or break holiday shopping. Baynote's 4th Annual Holiday Online Shopping Survey, conducted in partnership with the e-tailing group, surveyed 1,000 US online holiday shoppers post Cyber Monday to analyze consumer behavior and buying influencers across various retail channels, including physical stores, e-commerce websites and social networks on both tablets and mobile devices.