CX for B2B ecommerce

<!doctype html><html lang="en-gb"><head> <meta charset="utf-8"> <title>CX for B2B ecommerce</title> <link rel="shortcut icon" href="https://www.commercevision.com.au/hubfs/Untitled%20design%20(6).png"> <meta name="description" content="CX encompasses much more than just the process of adding products to a cart and checking out. But what does it mean for B2B ecommerce, specifically? "> <link rel="preconnect" href="https://fonts.gstatic.com/" crossorigin> <meta name="viewport" content="width=device-width, initial-scale=1"> <meta property="og:description" content="CX encompasses much more than just the process of adding products to a cart and checking out. But what does it mean for B2B ecommerce, specifically? "> <meta property="og:title" content="CX for B2B ecommerce"> <meta name="twitter:description" content="CX encompasses much more than just the process of adding products to a cart and checking out. But what does it mean for B2B ecommerce, specifically? "> <meta name="twitter:title" content="CX for B2B ecommerce">  <script type="application/ld+json"> { "@context": "https://schema.org", "@type": "BlogPosting", "mainEntityOfPage": { "@type": "WebPage" }, "name": "CX for B2B ecommerce", "headline": "CX for B2B ecommerce", "image": "https://1978039.fs1.hubspotusercontent-na1.net/hubfs/1978039/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg", "author": { "@type": "Person", "name": "Commerce Vision" }, "datePublished": "March 1, 2022 10 PM", "dateModified": "October 25, 2022 4 AM", "abstract": "CX encompasses much more than just the process of adding products to a cart and checking out. But what does it mean for B2B ecommerce, specifically?", "text": "There's an old saying in business that \u201Ca happy customer tells a friend, but an unhappy customer tells the world\u201D. An exceptional customer experience should be a top priority for every business. If you can achieve that, then customer loyalty, word of mouth, and increased sales will naturally follow. But screw it up, and watch your customers flock to your competitors as your revenue flatlines. Cost per acquisition is another reason customer experience (CX) is so critical. Customer retention is generally more cost-efficient than new customer acquisition, so it makes sense to think about and invest in your retention strategies. And when it comes to retention, CX is key. What does CX mean for B2B ecommerce? In broad terms, CX is the sum total of all the interactions a customer has with your business and your brand. In the context of ecommerce, the focus shifts more to your online platform. More than just the process of adding products to a cart and checking out, CX includes your online personalisation efforts, your order fulfilment, and your value-add approach. For example: Personalisation \u2013 offer your customer product and content recommendations based on their account, role, location, or prior purchases. Helpful, educational content \u2013 become an expert resource for someone doing research or a buyer who's new to procurement in that category. Leverage your industry knowledge to deliver content of value, enhancing your customer\u2019s experience. 24\/7 support \u2013 let customers reprint invoices, pay accounts, track orders, and initiate returns. Make it easy to contact customer service when needed. Ensure errors are rectified quickly. Your CX strategy - Where to begin? Of course, the overarching goal is to provide every customer with a great experience when dealing with your brand. But in terms of CX strategy, it pays to know who your BEST customers are, and go above and beyond for them in particular. In B2B, you might have 20% of your customer base responsible for 80% of your revenue. These 20% are the customers you really need to delight. One example of this CX alignment strategy can be found at US clothing retailer GAP, who last year designed a fulfilment system to prioritise their best (i.e. most valuable) customers. Their system ensures GAP\u2019s loyal \u2018lifetime\u2019 customers will enjoy gold class service and much faster delivery speeds than their silver and bronze counterparts. The business gets to offer their best customers special treatment, without sending overall cost-to-serve skyrocketing. While they operate in the B2C retail world, this alignment premise is just as applicable to B2B ecommerce. Not all customers are created equal As Arkade co-founder & director Danny Phillips explains, \u201CCX... is the discipline of bringing back good old-fashioned customer service\u201D. But it\u2019s important to reiterate here that you don\u2019t necessarily have to treat every customer the same. Instead, ecommerce can be used to go that extra mile for your VIPs. In an episode of The eCommerce Experience podcast, Danny illustrates how this might be achieved in an online returns scenario: \u201C\u2026ecommerce teams start seeing Dennis just bought three shirts of the same style in different sizes. He will be returning something, obviously. So, let's make sure we put a return bag in there, rather than make him request it and then go through the process. We\u2019ll give that to Danny because his annual spend with us is over $1500, whereas we're not going to give it to Andrew - even though he spent the same amount as Danny did today - because we've never seen him before. So, maybe we don't give that experience to him just yet. So, aligning your best experiences to your best customers, because often brands will say, \u2018Well, I can't afford to give a return bag to every customer.\u2019 And we're saying, \u2018You don't have to give it to every customer.\u2019 Give everything you've got to your best customers. Don't let them down.\u201D Wrapping it up for B2B Whether focusing on your VIP customers or looking to improve CX across the board, there are myriad ways to leverage your B2B ecommerce platform in the pursuit of excellence. Just as in retail and B2C, personalising the B2B ecommerce experience can go a long way toward making your customer feel recognised and valued. For example, after logging into your website, a large government or mining customer sees their organisation\u2019s logo featured alongside yours. Their contract items are featured prominently in the product feed, and a customised re-order template is ready to go with all their favorite products. By using your platform to provide a personalised portal, you've made your customer feel at home, and made their job easier to boot. No matter how you choose to approach CX, it pays to remember that your B2B ecommerce platform is a powerful channel, an extension of your people, and ultimately an ambassador for your brand. To learn more about the Commerce Vision platform, BOOK A CALL with us.", "url": "https://www.commercevision.com.au/blog/customer-experience-in-ecommerce", "publisher": { "@type": "Organization", "name": "Commerce Vision", "logo": { "@type": "ImageObject", "url": "https://cdn2.hubspot.net/hubfs/1978039/COM%202829%20Logo_RGB-3.png" } }, "inLanguage": "en-gb", "wordCount": "1083", "keywords": "[ecommerce, CX, featured]" } </script> <style> a.cta_button{-moz-box-sizing:content-box !important;-webkit-box-sizing:content-box !important;box-sizing:content-box !important;vertical-align:middle}.hs-breadcrumb-menu{list-style-type:none;margin:0px 0px 0px 0px;padding:0px 0px 0px 0px}.hs-breadcrumb-menu-item{float:left;padding:10px 0px 10px 10px}.hs-breadcrumb-menu-divider:before{content:'›';padding-left:10px}.hs-featured-image-link{border:0}.hs-featured-image{float:right;margin:0 0 20px 20px;max-width:50%}@media (max-width: 568px){.hs-featured-image{float:none;margin:0;width:100%;max-width:100%}}.hs-screen-reader-text{clip:rect(1px, 1px, 1px, 1px);height:1px;overflow:hidden;position:absolute !important;width:1px} </style> <link rel="stylesheet" href="https://fonts.googleapis.com/css2?family=Montserrat:wght@200;400;500;600;700&family=Montserrat:ital,wght@0,200;0,400;0,500;0,600;0,700;1,400&display=swap"> <link rel="stylesheet" href="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/template_assets/170954162358/1718976796225/2022_Commerce_Vision_theme/css/pwr.min.css"> <link rel="stylesheet" href="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/template_assets/81800206200/1718873840295/2022_Commerce_Vision_theme/css/custom-styles.min.css"> <link rel="stylesheet" href="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/template_assets/81803333767/1719393731572/2022_Commerce_Vision_theme/child.min.css"> <link rel="stylesheet" href="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/module_assets/167882029582/1719415977232/module_167882029582_Header-2024.min.css"> <style type="text/css"> #hs_cos_wrapper_module_171618282778412 .main_menu-row { display:flex; flex-wrap:wrap; align-items:center; } #hs_cos_wrapper_module_171618282778412 .cst-humburger-icon, #hs_cos_wrapper_module_171618282778412 .mobile-close-icon { display:none; padding:7px 0; } #hs_cos_wrapper_module_171618282778412 .main_menu-logo { position:relative; max-width:130px; } #hs_cos_wrapper_module_171618282778412 a.menu_logo-link { position:absolute; left:0; top:0; right:0; bottom:0; } #hs_cos_wrapper_module_171618282778412 .main_navigation { display:flex; flex:auto; justify-content:space-between; align-items:center; padding-left:91px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item { margin-right:20px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item:last-child { margin-right:0px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item>.menu-link { padding-top:27px; padding-bottom:27px; font-weight:600; } #hs_cos_wrapper_module_171618282778412 .main_menu-sales a.cta_button { font-size:12px; padding:9px 17px; font-weight:600; } #hs_cos_wrapper_module_171618282778412 .main_menu-CTAs { display:flex; align-items:center; } #hs_cos_wrapper_module_171618282778412 .pwr-search-bar { padding-left:35px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper { box-shadow:0px 0px 3px rgb(137 157 223); background:#080f29; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li:first-child a { border-radius:6px 6px 0 0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children>ul>li:last-child>a { border-radius:0 0 6px 6px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul a.menu-link { padding:18px 30px; margin:0; border-bottom:1px solid #fff; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children>ul>li:last-child>a.menu-link { border-bottom:none; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul a.menu-link::after { position:relative; display:inline-block; vertical-align:middle; top:2px; right:0; margin-left:7px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul ul li:first-child a { border-radius:6px 6px 0 0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul ul li:last-child a { border-radius:0 0 6px 6px; border-bottom:none; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul ul li a { border-radius:0px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper ul.hs-menu-children-wrapper { top:0; } #hs_cos_wrapper_module_171618282778412 .mobile-view { display:none; } #hs_cos_wrapper_module_171618282778412 .pwr-msearch--bar, #hs_cos_wrapper_module_171618282778412 .pwr--contact-us { display:none; } #hs_cos_wrapper_module_171618282778412 span.menu_subtext { display:block; font-weight:500; font-size:10px; padding-top:1px; } @media screen and (max-width:1199px) { #hs_cos_wrapper_module_171618282778412 .main_navigation { height:0; overflow:hidden; transition:all .3s ease; padding:0; display:block; } #hs_cos_wrapper_module_171618282778412 .main_menu.pwr-header { padding:12px 0; } #hs_cos_wrapper_module_171618282778412 .main_menu-row { justify-content:space-between; align-items:flex-start; position:relative; } #hs_cos_wrapper_module_171618282778412 .cst-humburger-icon { display:block; } #hs_cos_wrapper_module_171618282778412 .mobile-open .main_navigation { background:#080f28; height:100vh; position:fixed; overflow:auto; left:0; right:0; bottom:0; top:100%; width:100%; display:flex; flex-wrap:wrap; align-items:normal; padding-bottom:70px; } #hs_cos_wrapper_module_171618282778412 .main_menu-nav, #hs_cos_wrapper_module_171618282778412 .main_menu-CTAs { display:none; } #hs_cos_wrapper_module_171618282778412 .mobile-open .main_menu-nav, #hs_cos_wrapper_module_171618282778412 .mobile-open .main_menu-CTAs { display:block; } #hs_cos_wrapper_module_171618282778412 .mobile-open .cst-humburger-icon { opacity:0; z-index:2; position:relative; } #hs_cos_wrapper_module_171618282778412 .mobile-open .mobile-close-icon { display:block; } #hs_cos_wrapper_module_171618282778412 .menu.menu--desktop ul { padding:0 20px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item { margin-right:0; width:100%; margin-bottom:20px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item>.menu-link { padding-top:0; padding-bottom:0; padding-left:0; } #hs_cos_wrapper_module_171618282778412 .main_navigation .main_menu-nav { border-top:1px solid #151b2b; width:100%; padding-bottom:40px; } #hs_cos_wrapper_module_171618282778412 .menu.menu--desktop ul { padding:15px 20px 0; } #hs_cos_wrapper_module_171618282778412 .mobile-close-icon .pwr-burger__icon-close { left:auto; top:17px; right:10px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children>a.menu-link { display:inline-block; vertical-align:middle; padding:0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children>a.menu-link:after { display:none; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item .mobile-child-trigger { display:block; width:15px; height:15px; background-image:url(https://www.commercevision.com.au/hubfs/dropdown-arrow.png); background-repeat:no-repeat; background-size:contain; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item .mobile-child-trigger { display:block; width:15px; height:15px; background-image:url(https://www.commercevision.com.au/hubfs/dropdown-arrow.png); background-repeat:no-repeat; background-size:contain; position:absolute; right:0; top:5px; transition:all .3s ease; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children>ul.hs-menu-children-wrapper { padding:0px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li:last-child { margin-bottom:0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li { padding:10px 25px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li.hs-menu-item.hs-item-has-children a.menu-link { color:#fac710; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul a.menu-link::after { display:none; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li.hs-menu-item.hs-item-has-children .mobile-child-trigger { top:4px; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper { background:#080f29; position:relative; left:0; min-width:100%; display:none; opacity:1; visibility:visible; top:0; box-shadow:none; transition:none; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul a.menu-link { padding:0; margin:0; border-bottom:none; } #hs_cos_wrapper_module_171618282778412 .mobile-child-trigger.child-open { transform:rotate(180deg); } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li.hs-menu-item.hs-item-has-children a.menu-link { background:none; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper ul.hs-menu-children-wrapper { top:0; padding:0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper ul.hs-menu-children-wrapper a.menu-link { color:#fff; } #hs_cos_wrapper_module_171618282778412 .main_menu-sales { display:none; } #hs_cos_wrapper_module_171618282778412 .main_menu-sales.mobile-view { display:block; margin-left:auto; margin-right:20px; } #hs_cos_wrapper_module_171618282778412 .main_menu-logo { padding:4px 0; } #hs_cos_wrapper_module_171618282778412 .cst-humburger-icon, #hs_cos_wrapper_module_171618282778412 .mobile-close-icon { padding:11px 0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper li.hs-menu-item:first-child { padding-top:17px !important; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul li.hs-menu-item.hs-item-has-children:first-child .mobile-child-trigger { top:16px !important; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper ul.hs-menu-children-wrapper li.hs-menu-item:first-child { padding-left:0; } #hs_cos_wrapper_module_171618282778412 .menu.header__menu--desktop>ul>li.hs-menu-item.hs-item-has-children ul.hs-menu-children-wrapper ul.hs-menu-children-wrapper li.hs-menu-item { padding-left:0; } #hs_cos_wrapper_module_171618282778412 .pwr-search-bar { display:none; } #hs_cos_wrapper_module_171618282778412 a#pwr-js-burger-search__trigger { display:flex; align-items:center; justify-content:center; } #hs_cos_wrapper_module_171618282778412 .main_navigation .main_menu-CTAs { align-self:flex-end; width:100%; } #hs_cos_wrapper_module_171618282778412 .pwr-msearch--bar { display:block; } #hs_cos_wrapper_module_171618282778412 .pwr--contact-us { display:block; padding:0 20px; font-weight:600; } #hs_cos_wrapper_module_171618282778412 .pwr--contact-us a { color:#080f28; text-decoration:underline; } } @media screen and (max-width:399px) { #hs_cos_wrapper_module_171618282778412 .main_menu-sales a.cta_button { font-size:10px; padding:6px 12px; margin-top:4px; } #hs_cos_wrapper_module_171618282778412 .main_menu-sales.mobile-view { margin-right:10px; } } </style> <link rel="stylesheet" href="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/template_assets/82397488498/1718873829595/2022_Commerce_Vision_theme/css/components/shared/advanced-content.min.css"> <script type="application/ld+json"> { "mainEntityOfPage" : { "@type" : "WebPage", "@id" : "https://www.commercevision.com.au/blog/customer-experience-in-ecommerce" }, "author" : { "name" : "Commerce Vision", "url" : "https://www.commercevision.com.au/blog/author/commerce-vision", "@type" : "Person" }, "headline" : "CX for B2B ecommerce", "datePublished" : "2022-03-01T22:00:00.000Z", "dateModified" : "2022-10-25T04:46:39.028Z", "publisher" : { "name" : "Commerce Vision Pty Ltd", "logo" : { "url" : "https://cdn2.hubspot.net/hubfs/1978039/COM%202829%20Logo_RGB-3.png", "@type" : "ImageObject" }, "@type" : "Organization" }, "@context" : "https://schema.org", "@type" : "BlogPosting", "image" : [ "https://1978039.fs1.hubspotusercontent-na1.net/hubfs/1978039/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg" ] } </script>  <script> var _hsp = window._hsp = window._hsp || []; _hsp.push(['addPrivacyConsentListener', function(consent) { if (consent.allowed || (consent.categories && consent.categories.analytics)) { (function(i,s,o,g,r,a,m){i['GoogleAnalyticsObject']=r;i[r]=i[r]||function(){ (i[r].q=i[r].q||[]).push(arguments)},i[r].l=1*new Date();a=s.createElement(o), m=s.getElementsByTagName(o)[0];a.async=1;a.src=g;m.parentNode.insertBefore(a,m) })(window,document,'script','//www.google-analytics.com/analytics.js','ga'); ga('create','UA-1819661-1','auto'); ga('send','pageview'); }}]); </script>   <script> var _hsp = window._hsp = window._hsp || []; window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} var useGoogleConsentModeV2 = true; var waitForUpdateMillis = 1000; if (!window._hsGoogleConsentRunOnce) { window._hsGoogleConsentRunOnce = true; gtag('consent', 'default', { 'ad_storage': 'denied', 'analytics_storage': 'denied', 'ad_user_data': 'denied', 'ad_personalization': 'denied', 'wait_for_update': waitForUpdateMillis }); if (useGoogleConsentModeV2) { _hsp.push(['useGoogleConsentModeV2']) } else { _hsp.push(['addPrivacyConsentListener', function(consent){ var hasAnalyticsConsent = consent && (consent.allowed || (consent.categories && consent.categories.analytics)); var hasAdsConsent = consent && (consent.allowed || (consent.categories && consent.categories.advertisement)); gtag('consent', 'update', { 'ad_storage': hasAdsConsent ? 'granted' : 'denied', 'analytics_storage': hasAnalyticsConsent ? 'granted' : 'denied', 'ad_user_data': hasAdsConsent ? 'granted' : 'denied', 'ad_personalization': hasAdsConsent ? 'granted' : 'denied' }); }]); } } gtag('js', new Date()); gtag('set', 'developer_id.dZTQ1Zm', true); gtag('config', 'G-WM2CJMDY28'); </script> <script async src="https://www.googletagmanager.com/gtag/js?id=G-WM2CJMDY28"></script>   <script> var _hsp = window._hsp = window._hsp || []; window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} var useGoogleConsentModeV2 = true; var waitForUpdateMillis = 1000; var hsLoadGtm = function loadGtm() { if(window._hsGtmLoadOnce) { return; } if (useGoogleConsentModeV2) { gtag('set','developer_id.dZTQ1Zm',true); gtag('consent', 'default', { 'ad_storage': 'denied', 'analytics_storage': 'denied', 'ad_user_data': 'denied', 'ad_personalization': 'denied', 'wait_for_update': waitForUpdateMillis }); _hsp.push(['useGoogleConsentModeV2']) } (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-5CKQT22'); window._hsGtmLoadOnce = true; }; _hsp.push(['addPrivacyConsentListener', function(consent){ if(consent.allowed || (consent.categories && consent.categories.analytics)){ hsLoadGtm(); } }]); </script>   <script>(function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-5CKQT22');</script>  <script src="https://www.googleoptimize.com/optimize.js?id=OPT-W64SBD9"></script>  <script async src="https://www.googletagmanager.com/gtag/js?id=AW-880919917"></script> <script> window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'AW-880919917'); </script> <link rel="amphtml" href="https://www.commercevision.com.au/blog/customer-experience-in-ecommerce?hs_amp=true"> <meta property="og:image" content="https://www.commercevision.com.au/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg"> <meta property="og:image:width" content="1930"> <meta property="og:image:height" content="1086"> <meta property="og:image:alt" content="Smiling woman at whiteboard discussing feedback with colleague"> <meta name="twitter:image" content="https://www.commercevision.com.au/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg"> <meta name="twitter:image:alt" content="Smiling woman at whiteboard discussing feedback with colleague"> <meta property="og:url" content="https://www.commercevision.com.au/blog/customer-experience-in-ecommerce"> <meta name="twitter:card" content="summary_large_image"> <link rel="canonical" href="https://www.commercevision.com.au/blog/customer-experience-in-ecommerce"> <meta property="og:type" content="article"> <link rel="alternate" type="application/rss+xml" href="https://www.commercevision.com.au/blog/rss.xml"> <meta name="twitter:domain" content="www.commercevision.com.au"> <script src="//platform.linkedin.com/in.js" type="text/javascript"> lang: en_US </script> <meta http-equiv="content-language" content="en-gb"> <meta name="generator" content="HubSpot"></head> <body>  <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-5CKQT22" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript>  <div class="body-wrapper hs-content-id-45394482444 hs-blog-post hs-blog-id-4105640424 "> <div id="hs_cos_wrapper_page_settings" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"></div> <div id="hs_cos_wrapper_module_171618282778412" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"><div id="pwr-header-fixed" class="main_menu pwr-header pwr-header-fixed pwr--dark pwr-header--dark-on-scroll cv-nav"> <div class="content-wrapper"> <div class="main_menu-row"> <div class="main_menu-logo"> <a class="menu_logo-link" href="https://www.commercevision.com.au/"> </a> <span id="hs_cos_wrapper_module_171618282778412_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_logo" style="" data-hs-cos-general-type="widget" data-hs-cos-type="logo"><a href="//www.commercevision.com.au" id="hs-link-module_171618282778412_" style="border-width:0px;border:0px;"><img src="https://www.commercevision.com.au/hubfs/CV%202022%20website%20theme/Logos/CMV_logos_Orange_RGB.svg" class="hs-image-widget " height="400" style="height: auto;width:400px;border-width:0px;border:0px;" width="400" alt="CMV_logos_Orange_RGB" title="CMV_logos_Orange_RGB" loading=""></a></span> </div> <div class="main_navigation"> <div class="main_menu-nav"> <nav class="menu menu--desktop header__menu--desktop hs-menu-wrapper active-branch flyouts hs-menu-flow-horizontal" aria-label="Main menu"> <ul role="menu"> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children"> <a class="menu-link"> Products </a> <div class="mobile-child-trigger"></div> <ul class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/b2b-ecommerce"> CV ecommerce <span class="menu_subtext">B2B ecommerce</span> </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/sales-order-automation"> Lucy <span class="menu_subtext">Purchase Order Automation</span> </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/field-sales-tool"> Opmetrix <span class="menu_subtext">Field Sales Tool</span> </a> </li> </ul> </li> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children"> <a class="menu-link"> Solutions </a> <div class="mobile-child-trigger"></div> <ul class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2 hs-item-has-children"> <a class="menu-link" href="https://www.commercevision.com.au/industries"> Industries </a> <div class="mobile-child-trigger"></div> <ul class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/industries/automotive-supply"> Automotive </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/industries/foodservice"> Foodservice </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/industries/hardware-industrial-supply"> Hardware and Industrial </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/industries/medical-and-dental"> Medical and Dental </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/industries/ppe-safety"> PPE and Safety </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/industries/wholesale-distribution"> Wholesale Distribution </a> </li> </ul> </li> <li class="hs-menu-item hs-menu-depth-2 hs-item-has-children"> <a class="menu-link" href="https://www.commercevision.com.au/customers#case-studies"> Case Studies </a> <div class="mobile-child-trigger"></div> <ul class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/case-studies/b2b-ecommerce"> B2B Ecommerce </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/case-studies/sales-order-automation"> Sales Order Automation </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/case-studies/field-sales-tool"> Field Sales </a> </li> <li class="hs-menu-item hs-menu-depth-3 "> <a class="menu-link" href="https://www.commercevision.com.au/case-studies"> See all case studies </a> </li> </ul> </li> </ul> </li> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children"> <a class="menu-link"> Resources </a> <div class="mobile-child-trigger"></div> <ul class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/blog"> Blog </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/resources"> Resource Hub </a> </li> </ul> </li> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children"> <a class="menu-link"> Company </a> <div class="mobile-child-trigger"></div> <ul class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/company"> About </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/company/leadership"> Leadership </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/careers"> Careers </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/company/partners"> Partners </a> </li> <li class="hs-menu-item hs-menu-depth-2 "> <a class="menu-link" href="https://www.commercevision.com.au/contact"> Contact </a> </li> </ul> </li> </ul> </nav> <div class="pwr--contact-us"> Call sales: <a href="tel:+61733693733">+61733693733</a> </div> </div> <div class="main_menu-CTAs"> <div class="main_menu-sales"> <a class="cta_button" href="https://www.commercevision.com.au/contact"> Speak to sales </a> </div> <div class="pwr-search-bar"> <div class="pwr-header-right-bar__item pwr-header-right-bar__search"> <a href="#" id="pwr-js-header-search__trigger" aria-label="Search" class="pwr-header-right-bar__link"> <div class="pwr-header-right-bar__icon"><span id="hs_cos_wrapper_module_171618282778412_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 512 512" aria-hidden="true"><g id="search1_layer"><path d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z" /></g></svg></span></div> </a> </div> </div> <div id="pwr-js-header-search" class="pwr-header-search hs-search-field"> <div class="pwr-header-search__inner"> <div class="hs-search-field__bar"> <form action="/hs-search-results"> <div class="pwr--relative"> <input type="text" id="pwr-header-search__input" class="pwr-header-search__input hs-search-field__input" name="term" autocomplete="off" aria-label="Search" placeholder="Type search here. Hit enter to submit or escape to close."> <button class="pwr-search-field__icon" type="submit" aria-label="Search Button"><span id="hs_cos_wrapper_module_171618282778412_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 512 512" aria-hidden="true"><g id="search2_layer"><path d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z" /></g></svg></span></button> <a href="#" id="pwr-js-header-search__close" aria-label="Close Search" class="pwr-header-search__close"> <span class="pwr-header-search__close-icon"></span> </a> </div> </form> </div> </div> </div> <div class="pwr-msearch--bar"> <div class="pwr-burger-bottom-bar__item"> <a href="#" id="pwr-js-burger-search__trigger" class="pwr-burger-bottom-bar__item-link pwr-burger-search__trigger"> <div class="pwr-header-right-bar__icon pwr--padding-r-sm"><span id="hs_cos_wrapper_module_171618282778412_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 512 512" aria-hidden="true"><g id="search3_layer"><path d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z" /></g></svg></span></div> <span>Search</span> </a> <div id="pwr-js-burger-search__inner" class="pwr-burger-bottom-bar__inner pwr-burger-search__inner pwr-form pwr-form--style-1"> <div class="hs-search-field__bar"> <form action="/hs-search-results"> <div class="pwr--relative"> <input type="text" id="pwr-js-burger-search__input" class="pwr-burger-search__input hs-search-field__input" name="term" autocomplete="off" aria-label="Search" placeholder="Type search here"> <button class="pwr-search-field__icon" type="submit" aria-label="Search Button"><span id="hs_cos_wrapper_module_171618282778412_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 512 512" aria-hidden="true"><g id="search4_layer"><path d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z" /></g></svg></span></button> </div> </form> </div> </div> </div> </div> </div> </div> <div class="main_menu-sales mobile-view"> <a class="cta_button" href="https://www.commercevision.com.au/contact"> Speak to sales </a> </div> <div class="cst-humburger-icon"> <div class="pwr-burger__icon-open" bis_skin_checked="1"> <span></span> </div> </div> <div class="mobile-close-icon"> <span class="pwr-burger__icon-close"></span> </div> </div> </div> </div> </div> <main id="main-content" class="body-container-wrapper body-container-wrapper--blog-post"> <div class="body-container"> <div id="hs_cos_wrapper_blog-post-header" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="pwr-post-header pwr--dark "> <div class="pwr-hero pwr-hero--small lazyload" data-bgset="https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=575&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 575w, https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=862&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 1150w [(max-width: 575px)] | https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=767&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 767w, https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=1150&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 1534w [(max-width: 767px)] | https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=991&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 991w, https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=1486&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 1982w [(max-width: 991px)] | https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=1199&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 1199w, https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=1798&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg 2398w [(max-width: 1199px)] | https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg?width=3000&name=thisisengineering-raeng-h6gCRTCxM7o-unsplash_cropped-resized.jpg" data-sizes="auto" style="background-size: cover;background-position: center;"> <div class="pwr--abs-full" style="background-color: rgba(7, 15, 41, 0.6)"></div> <div class="page-center pwr-post-header__info-box"> <div class="pwr-post-item__author" id="hubspot-author_data" data-hubspot-form-id="author_data" data-hubspot-name="Blog Author"> <a class="pwr-post-item__name" href="https://www.commercevision.com.au/blog/author/commerce-vision">Commerce Vision</a> <span class="pwr-post-item__date">02 March 2022</span> <span class="pwr-post-item__n-min-read">4 min read</span> </div> <h1 class="pwr-post-header__title pwr--toc-ignore"><span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text">CX for B2B ecommerce</span></h1> </div> </div> </div></div> <div id="hs_cos_wrapper_prev-next-nav" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="pwr-sec-prev-next-nav pwr--light lazyload"> <div class="pwr-prev-next-nav__content page-center pwr--clearfix pwr--relative"> <div class="pwr-prev-next-nav__container pwr-prev-next-nav__left"> <a href="/blog/b2b-ecommerce-making-the-complex-simple" class="pwr-prev-next-nav__link" aria-label="Previous Navigation"> <span class="pwr-icon pwr-prev-next-nav__icon"> <svg version="1.1" id="arrow_left_thin" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewbox="0 0 32 19.3" xml:space="preserve"> <polygon points="0,9.6 9.6,0 11.8,2.2 5.8,8.1 32,8.1 32,11.2 5.8,11.2 11.8,17.1 9.6,19.3 0,9.6 0,9.6 " /> </svg> </span> <span class="pwr-prev-next-nav__text">Previous</span> </a> </div> <div class="pwr-prev-next-nav__container pwr-prev-next-nav__middle pwr--align-c"> <a href="https://www.commercevision.com.au/blog" class="pwr-prev-next-nav__link" aria-label="Back Navigation"> <span class="pwr-icon pwr-prev-next-nav__icon"> <svg version="1.1" id="overview" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewbox="0 0 32 31.9" xml:space="preserve"> <style type="text/css"> .st0{fill-rule:evenodd;clip-rule:evenodd;} </style> <rect class="st0" width="12.8" height="12.8" /> <rect y="19.2" class="st0" width="12.8" height="12.8" /> <rect x="19.2" class="st0" width="12.8" height="12.8" /> <rect x="19.2" y="19.2" class="st0" width="12.8" height="12.8" /> </svg> </span> </a> </div> <div class="pwr-prev-next-nav__container pwr-prev-next-nav__right pwr--align-r"> <a href="/blog/5-b2b-ecommerce-trends-for-2022" class="pwr-prev-next-nav__link" aria-label="Next Navigation"> <span class="pwr-prev-next-nav__text">Next</span> <span class="pwr-icon pwr-prev-next-nav__icon"> <svg version="1.1" id="arrow_right_thin" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" x="0px" y="0px" viewbox="0 0 32 19.3" xml:space="preserve"> <polygon points="32,9.6 22.3,0 20.2,2.2 26.1,8.1 0,8.1 0,11.2 26.1,11.2 20.2,17.1 22.3,19.3 32,9.6 32,9.6 " /> </svg> </span> </a> </div> </div> </div></div> <div id="hs_cos_wrapper_blog-post" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="pwr-post-body "> <progress id="pwr-progress-bar" max="0" value="0"></progress> <div class="pwr-post-social pwr-post-social--is-float"> <div class="addthis_inline_share_toolbox"></div> </div> <script type="text/javascript" src="//s7.addthis.com/js/300/addthis_widget.js#pubid=YOUR_ID"></script> <div class="pwr-post-content"> <span id="hs_cos_wrapper_post_body" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_rich_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="rich_text"><p>There's an old saying in business that “a happy customer tells a friend, but an unhappy customer tells the world”.</p>  <p>An exceptional customer experience should be a top priority for every business. If you can achieve that, then customer loyalty, word of mouth, and increased sales will naturally follow. But screw it up, and watch your customers flock to your competitors as your revenue flatlines.</p> <p> </p> <p>Cost per acquisition is another reason customer experience (CX) is so critical. Customer <a href="/blog/customer-retention-is-the-new-acquisition" rel="noopener">retention is generally more cost-efficient</a> than new customer acquisition, so it makes sense to think about and invest in your retention strategies. And when it comes to retention, CX is key.</p> <p> </p> <p> </p> <h2>What does CX mean for B2B ecommerce?</h2> <p> </p> <p>In broad terms, CX is the sum total of <em><span style="font-weight: normal;">all</span></em> the interactions a customer has with your business and your brand. In the context of ecommerce, the focus shifts more to your online platform.</p> <p> </p> <p>More than just the process of adding products to a cart and checking out, CX includes your online personalisation efforts, your order fulfilment, and your value-add approach. For example:</p> <ul style="list-style-type: square;"> <li>Personalisation – offer your customer product and content recommendations based on their account, role, location, or prior purchases.</li> <li>Helpful, educational content – become an expert resource for someone doing research or a buyer who's new to procurement in that category. Leverage your industry knowledge to <a href="/blog/effective-content-marketing-in-ecommerce" rel="noopener">deliver content of value</a>, enhancing your customer’s experience.</li> <li>24/7 support – let customers reprint invoices, pay accounts, track orders, and initiate returns. Make it easy to contact customer service when needed. Ensure errors are rectified quickly.</li> </ul> <p> </p> <h2>Your CX strategy - Where to begin?</h2> <p>Of course, the overarching goal is to provide every customer with a great experience when dealing with your brand. But in terms of CX strategy, it pays to know who your BEST customers are, and go above and beyond for them in particular. In B2B, you might have 20% of your customer base responsible for 80% of your revenue. These 20% are the customers you really need to delight.</p> <p><br>One example of this CX alignment strategy can be found at US clothing retailer GAP, who last year <a href="https://www.supplychaindive.com/news/gap-tiered-fulfillment-customer-loyalty/597669" rel="nofollow noopener" target="_blank">designed a fulfilment system</a> to prioritise their best (i.e. most valuable) customers. Their system ensures GAP’s loyal ‘lifetime’ customers will enjoy gold class service and much faster delivery speeds than their silver and bronze counterparts. The business gets to offer their best customers special treatment, without sending overall cost-to-serve skyrocketing. While they operate in the B2C retail world, this alignment premise is just as applicable to B2B ecommerce. </p> <p> </p> <p> </p> <h3>Not all customers are created equal</h3> <p> </p> <p>As <a href="https://arkade.com.au/" rel="noopener" target="_blank">Arkade</a> co-founder & director Danny Phillips explains, “CX... is the discipline of bringing back good old-fashioned customer service”. But it’s important to reiterate here that you don’t necessarily have to treat <span style="font-style: italic;">every</span> customer the same. Instead, ecommerce can be used to go that extra mile for your VIPs.</p> <p> </p> <p>In an <a href="/ep3-transcript-cx-your-key-to-customer-retention" rel="noopener" target="_blank">episode of <span style="font-weight: bold;">The eCommerce Experience</span></a> podcast, Danny illustrates how this might be achieved in an online returns scenario:</p> <blockquote> <p>“…ecommerce teams start seeing Dennis just bought three shirts of the same style in different sizes. He will be returning something, obviously. So, let's make sure we put a return bag in there, rather than make him request it and then go through the process. <br><br>We’ll give that to Danny because his annual spend with us is over $1500, whereas we're not going to give it to Andrew - even though he spent the same amount as Danny did today - because we've never seen him before. So, maybe we don't give that experience to him just yet. <br><br><span style="background-color: transparent;">So, aligning your best experiences to your best customers, because often brands will say, ‘Well, I can't afford to give a return bag to every customer.’ And we're saying, ‘You don't have to give it to every customer.’ Give everything you've got to your best customers. Don't let them down.”</span></p> </blockquote> <h3> </h3> <h3>Wrapping it up for B2B</h3> <p><br>Whether focusing on your VIP customers or looking to improve CX across the board, there are myriad ways to leverage your <a href="/solutions/cv-ecommerce" rel="noopener">B2B ecommerce platform</a> in the pursuit of excellence. <br><br></p> <p>Just as in retail and B2C, personalising the B2B ecommerce experience can go a long way toward making your customer feel recognised and valued. For example, after logging into your website, a large government or mining customer sees their organisation’s logo featured alongside yours.  Their contract items are featured prominently in the product feed, and a customised re-order template is ready to go with all their favorite products. By using your platform to provide a personalised portal, you've made your customer feel at home, and made their job easier to boot.</p> <p> </p> <p>No matter how you choose to approach CX, it pays to remember that your B2B ecommerce platform is a powerful channel, an extension of your people, and ultimately an ambassador for your brand.</p> <p> </p> <p>To learn more about the Commerce Vision platform, <a href="/meetings/wade-mcintyre/book-a-discovery-call" rel="noopener" target="_blank" style="font-weight: bold;">BOOK A CALL</a> with us. </p> <p> </p></span> </div> </div></div> <div id="hs_cos_wrapper_blog-post-preview" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="pwr-sec-posts pwr--light pwr-sec-posts--vertical-layout lazyload"> <div class="page-center pwr--relative"> <div class="row-fluid"> <div class="pwr-sec-posts__intro-sec pwr-sec-posts__intro-sec--standard "> <h2 class="pwr-sec__title pwr-sec__title--default pwr-sec__title--narrow pwr-sec-posts__title">RELATED ARTICLES</h2> </div> <div class="pwr-sec-posts__container pwr-sec-posts__container--standard pwr--neg-margin-lr-10 pwr--clearfix"> <span id="hs_cos_wrapper_blog-post-preview_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_related_blog_posts" style="" data-hs-cos-general-type="widget" data-hs-cos-type="related_blog_posts"> <a class="pwr-post-item" href="https://www.commercevision.com.au/blog/streamlining-b2b-order-processing-commerce-vision-solutions-suite-for-fmcg-businesses"> <div class="pwr-3D-box"> <div class="pwr-post-item__content pwr-3D-box__sensor pwr-3D-box--shaddow-on-hover pwr--colored-box "> <div class="pwr-post-item__img lazyload" style="background-image: url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Commerce%20Vision%20-%20LI%20%20FB%20-%20New%20Branding%20Design%20-%202022.png?width=600&name=Commerce%20Vision%20-%20LI%20%20FB%20-%20New%20Branding%20Design%20-%202022.png);background-image: -webkit-image-set(url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Commerce%20Vision%20-%20LI%20%20FB%20-%20New%20Branding%20Design%20-%202022.png?width=600&name=Commerce%20Vision%20-%20LI%20%20FB%20-%20New%20Branding%20Design%20-%202022.png) 1x, url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Commerce%20Vision%20-%20LI%20%20FB%20-%20New%20Branding%20Design%20-%202022.png?width=1200&name=Commerce%20Vision%20-%20LI%20%20FB%20-%20New%20Branding%20Design%20-%202022.png) 2x);"></div> <div class="pwr-post-item__overlay"></div> <div class="pwr-post-item__info-box pwr-3D-box__info-box"> <div class="pwr-post-item__author" id="hubspot-author_data" data-hubspot-form-id="author_data" data-hubspot-name="Blog Author"> <span class="pwr-post-item__name">Andrew Rogencamp</span> <span class="pwr-post-item__date">28 May 2024</span> <span class="pwr-post-item__n-min-read">3 min read</span> </div> <h3 class="pwr-post-item__title pwr--toc-ignore">Streamlining B2B Order Processing: Commerce Vision Solutions Suite for FMCG Businesses</h3> <div class="pwr-post-item__desc"> </div> <span class="pwr-post-item__more-link">Start Reading<span class="pwr-link-icon pwr--padding-l-sm"><span id="hs_cos_wrapper_blog-post-preview_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 448 512" aria-hidden="true"><g id="arrow-right1_layer"><path d="M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z" /></g></svg></span></span></span> </div> </div> </div> </a> <a class="pwr-post-item" href="https://www.commercevision.com.au/blog/are-you-seeking-to-deliver-the-ultimate-b2b-customer-experience"> <div class="pwr-3D-box"> <div class="pwr-post-item__content pwr-3D-box__sensor pwr-3D-box--shaddow-on-hover pwr--colored-box "> <div class="pwr-post-item__img lazyload" style="background-image: url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Commerce%20Vision%20-%20Blog%20Hero%20Image%20-%201200%20x%20800%20-%202023%20%281%29.png?width=600&name=Commerce%20Vision%20-%20Blog%20Hero%20Image%20-%201200%20x%20800%20-%202023%20%281%29.png);background-image: -webkit-image-set(url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Commerce%20Vision%20-%20Blog%20Hero%20Image%20-%201200%20x%20800%20-%202023%20%281%29.png?width=600&name=Commerce%20Vision%20-%20Blog%20Hero%20Image%20-%201200%20x%20800%20-%202023%20%281%29.png) 1x, url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Commerce%20Vision%20-%20Blog%20Hero%20Image%20-%201200%20x%20800%20-%202023%20%281%29.png?width=1200&name=Commerce%20Vision%20-%20Blog%20Hero%20Image%20-%201200%20x%20800%20-%202023%20%281%29.png) 2x);"></div> <div class="pwr-post-item__overlay"></div> <div class="pwr-post-item__info-box pwr-3D-box__info-box"> <div class="pwr-post-item__author" id="hubspot-author_data" data-hubspot-form-id="author_data" data-hubspot-name="Blog Author"> <span class="pwr-post-item__name">Commerce Vision</span> <span class="pwr-post-item__date">23 January 2023</span> <span class="pwr-post-item__n-min-read">4 min read</span> </div> <h3 class="pwr-post-item__title pwr--toc-ignore">Are you seeking to deliver the ultimate B2B customer experience?</h3> <div class="pwr-post-item__desc"> How the Commerce Vision ecommerce solution helps Aussie B2Bs achieve frictionless trading You probably don't need us to tell ... </div> <span class="pwr-post-item__more-link">Start Reading<span class="pwr-link-icon pwr--padding-l-sm"><span id="hs_cos_wrapper_blog-post-preview_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 448 512" aria-hidden="true"><g id="arrow-right1_layer"><path d="M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z" /></g></svg></span></span></span> </div> </div> </div> </a> <a class="pwr-post-item" href="https://www.commercevision.com.au/blog/driving-b2b-ecommerce-success-the-critical-role-of-erp-integrations"> <div class="pwr-3D-box"> <div class="pwr-post-item__content pwr-3D-box__sensor pwr-3D-box--shaddow-on-hover pwr--colored-box "> <div class="pwr-post-item__img lazyload" style="background-image: url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Canva%20images/Canva%20Design%20DAFbPzorcMc.png?width=600&name=Canva%20Design%20DAFbPzorcMc.png);background-image: -webkit-image-set(url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Canva%20images/Canva%20Design%20DAFbPzorcMc.png?width=600&name=Canva%20Design%20DAFbPzorcMc.png) 1x, url(https://1978039.fs1.hubspotusercontent-na1.net/hub/1978039/hubfs/Canva%20images/Canva%20Design%20DAFbPzorcMc.png?width=1200&name=Canva%20Design%20DAFbPzorcMc.png) 2x);"></div> <div class="pwr-post-item__overlay"></div> <div class="pwr-post-item__info-box pwr-3D-box__info-box"> <div class="pwr-post-item__author" id="hubspot-author_data" data-hubspot-form-id="author_data" data-hubspot-name="Blog Author"> <span class="pwr-post-item__name">Andrew Rogencamp</span> <span class="pwr-post-item__date">24 April 2024</span> <span class="pwr-post-item__n-min-read">4 min read</span> </div> <h3 class="pwr-post-item__title pwr--toc-ignore">Driving B2B Ecommerce Success: The Critical Role of ERP Integrations</h3> <div class="pwr-post-item__desc"> </div> <span class="pwr-post-item__more-link">Start Reading<span class="pwr-link-icon pwr--padding-l-sm"><span id="hs_cos_wrapper_blog-post-preview_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 448 512" aria-hidden="true"><g id="arrow-right1_layer"><path d="M190.5 66.9l22.2-22.2c9.4-9.4 24.6-9.4 33.9 0L441 239c9.4 9.4 9.4 24.6 0 33.9L246.6 467.3c-9.4 9.4-24.6 9.4-33.9 0l-22.2-22.2c-9.5-9.5-9.3-25 .4-34.3L311.4 296H24c-13.3 0-24-10.7-24-24v-32c0-13.3 10.7-24 24-24h287.4L190.9 101.2c-9.8-9.3-10-24.8-.4-34.3z" /></g></svg></span></span></span> </div> </div> </div> </a> </span> </div> </div> </div> </div></div> </div> </main> <div data-global-resource-path="2022 Commerce Vision theme/templates/partials/footer.html"><footer class="footer"> <div class="footer__container"> <div id="hs_cos_wrapper_footer_blog" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" style="" data-hs-cos-general-type="widget" data-hs-cos-type="module"> <div class="pwr-footer pwr-footer-full pwr--dark cv-footer lazyload"> <div class="page-center"> <div class="pwr-footer__content pwr-footer-full__content"> <div class="row-fluid"> <div class="pwr-footer-company-info"> <div class="pwr-footer__logo pwr-footer__logo--large"> <a href="//www.commercevision.com.au"><img src="https://www.commercevision.com.au/hubfs/CV%202022%20website%20theme/Logos/CMV_logos_Orange_RGB.svg" alt="CMV_logos_Orange_RGB" width="150" height="150"></a> </div> <div class="pwr-rich-text pwr-footer-company-info__desc"></div> <div class="pwr-footer-company-info__icons"> <a href="https://au.linkedin.com/company/commerce-vision" target="_blank" rel="nofollow" class="pwr-social-icon" aria-label="Social Icon"> <span id="hs_cos_wrapper_footer_blog_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 448 512" aria-hidden="true"><g id="linkedin1_layer"><path d="M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z" /></g></svg></span> </a> <a href="mailto:info@commercevision.com.au" target="_blank" rel="nofollow" class="pwr-social-icon" aria-label="Social Icon"> <span id="hs_cos_wrapper_footer_blog_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 512 512" aria-hidden="true"><g id="envelope2_layer"><path d="M464 64H48C21.49 64 0 85.49 0 112v288c0 26.51 21.49 48 48 48h416c26.51 0 48-21.49 48-48V112c0-26.51-21.49-48-48-48zm0 48v40.805c-22.422 18.259-58.168 46.651-134.587 106.49-16.841 13.247-50.201 45.072-73.413 44.701-23.208.375-56.579-31.459-73.413-44.701C106.18 199.465 70.425 171.067 48 152.805V112h416zM48 400V214.398c22.914 18.251 55.409 43.862 104.938 82.646 21.857 17.205 60.134 55.186 103.062 54.955 42.717.231 80.509-37.199 103.053-54.947 49.528-38.783 82.032-64.401 104.947-82.653V400H48z" /></g></svg></span> </a> <a href="tel:+61733693733" class="pwr-social-icon" aria-label="Social Icon"> <span id="hs_cos_wrapper_footer_blog_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_icon" style="" data-hs-cos-general-type="widget" data-hs-cos-type="icon"><svg version="1.0" xmlns="http://www.w3.org/2000/svg" viewbox="0 0 512 512" aria-hidden="true"><g id="phone3_layer"><path d="M493.397 24.615l-104-23.997c-11.314-2.611-22.879 3.252-27.456 13.931l-48 111.997a24 24 0 0 0 6.862 28.029l60.617 49.596c-35.973 76.675-98.938 140.508-177.249 177.248l-49.596-60.616a24 24 0 0 0-28.029-6.862l-111.997 48C3.873 366.516-1.994 378.08.618 389.397l23.997 104C27.109 504.204 36.748 512 48 512c256.087 0 464-207.532 464-464 0-11.176-7.714-20.873-18.603-23.385z" /></g></svg></span> </a> </div> </div> <div class="pwr-footer-full__menu pwr-footer-full__menu--small-width pwr-footer-full__menu--3col pwr-js-menu"> <span id="hs_cos_wrapper_footer_blog_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_menu" style="" data-hs-cos-general-type="widget" data-hs-cos-type="menu"><div id="hs_menu_wrapper_footer_blog_" class="hs-menu-wrapper active-branch no-flyouts hs-menu-flow-vertical" role="navigation" data-sitemap-name="default" data-menu-id="83629927730" aria-label="Navigation Menu"> <ul role="menu"> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children" role="none"><a href="https://www.commercevision.com.au/solutions" aria-haspopup="true" aria-expanded="false" role="menuitem">Solutions</a> <ul role="menu" class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/b2b-ecommerce" role="menuitem">CV ecommerce</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/sales-order-automation" role="menuitem">Lucy</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/solutions/opmetrix" role="menuitem">Opmetrix CRM</a></li> </ul></li> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children" role="none"><a href="https://www.commercevision.com.au/company" aria-haspopup="true" aria-expanded="false" role="menuitem">About</a> <ul role="menu" class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/company" role="menuitem">About Us</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/case-studies" role="menuitem">Our Customers</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/company/partners" role="menuitem">Our Partners</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/industries" role="menuitem">Industries</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/contact" role="menuitem">Contact Us</a></li> </ul></li> <li class="hs-menu-item hs-menu-depth-1 hs-item-has-children" role="none"><a href="https://www.letlucy.com/resources" aria-haspopup="true" aria-expanded="false" role="menuitem">Resources</a> <ul role="menu" class="hs-menu-children-wrapper"> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/blog" role="menuitem">Blog</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/case-studies#case-studies" role="menuitem">Case Studies</a></li> <li class="hs-menu-item hs-menu-depth-2" role="none"><a href="https://www.commercevision.com.au/resources/releases" role="menuitem">Release Notes</a></li> </ul></li> </ul> </div></span> </div> <div class="pwr-footer-subscribe"> <span class="pwr-footer-subscribe__title">Subscribe to our newsletter</span> <div class="pwr-form pwr-footer-subscribe__form"> <span id="hs_cos_wrapper_footer_blog_subscribe" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_form" style="" data-hs-cos-general-type="widget" data-hs-cos-type="form"><h3 id="hs_cos_wrapper_footer_blog_subscribe_title" class="hs_cos_wrapper form-title" data-hs-cos-general-type="widget_field" data-hs-cos-type="text"></h3> <div id="hs_form_target_footer_blog_subscribe"></div> </span> </div> <div class="pwr-rich-text pwr-footer-subscribe__hint">We'd love to keep you up-to-date on all things digital commerce ❤️</div> </div> </div> </div> <div class="pwr-footer-legal"> <div class="pwr-footer-legal__content"> <span class="pwr-footer__item pwr-footer-legal__notice">All rights reserved</span> <span class="pwr-footer__item pwr-footer-legal__menu pwr-js-menu"> <span id="hs_cos_wrapper_footer_blog_" class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_menu" style="" data-hs-cos-general-type="widget" data-hs-cos-type="menu"><div id="hs_menu_wrapper_footer_blog_" class="hs-menu-wrapper active-branch no-flyouts hs-menu-flow-horizontal" role="navigation" data-sitemap-name="default" data-menu-id="83630015925" aria-label="Navigation Menu"> <ul role="menu"> <li class="hs-menu-item hs-menu-depth-1" role="none"><a href="https://www.commercevision.com.au/general-terms" role="menuitem">Terms of Use</a></li> <li class="hs-menu-item hs-menu-depth-1" role="none"><a href="https://www.commercevision.com.au/privacy-policy" role="menuitem">Privacy Policy</a></li> <li class="hs-menu-item hs-menu-depth-1" role="none"><a href="https://www.commercevision.com.au/lucy-terms" role="menuitem">Lucy Terms of Use</a></li> <li class="hs-menu-item hs-menu-depth-1" role="none"><a href="https://www.commercevision.com.au/opmetrix-terms" role="menuitem">Opmetrix Terms of Use</a></li> </ul> </div></span> </span> </div> </div> </div></div> </div> </div></footer></div> </div> <script src="/hs/hsstatic/jquery-libs/static-1.4/jquery/jquery-1.11.2.js"></script> <script>hsjQuery = window['jQuery'];</script>  <script defer src="/hs/hsstatic/content-cwv-embed/static-1.1293/embed.js"></script> <script src="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/template_assets/81801810975/1718873810563/2022_Commerce_Vision_theme/child.min.js"></script> <script src="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/template_assets/81799542401/1718873831556/2022_Commerce_Vision_theme/js/pwr.min.js"></script> <script> var hsVars = hsVars || {}; hsVars['language'] = 'en-gb'; </script> <script src="/hs/hsstatic/cos-i18n/static-1.53/bundles/project.js"></script> <script src="https://www.commercevision.com.au/hs-fs/hub/1978039/hub_generated/module_assets/167882029582/1719415976603/module_167882029582_Header-2024.min.js"></script>  <script async data-hs-portal-id="1978039" data-hs-ignore="true" data-cookieconsent="ignore" data-hs-page-id="45394482444" src="https://static.hsappstatic.net/video-embed/ex/loader.js"></script>  <script data-hs-allowed="true" src="/_hcms/forms/v2.js"></script> <script data-hs-allowed="true"> var options = { portalId: '1978039', formId: '0f14b4c2-a376-4508-a21d-867bd5f93f6f', formInstanceId: '1797', pageId: '45394482444', region: 'na1', pageName: "CX for B2B ecommerce", css: '', target: '#hs_form_target_footer_blog_subscribe', contentType: "blog-post", formsBaseUrl: '/_hcms/forms/', formData: { cssClass: 'hs-form stacked hs-custom-form' } }; options.getExtraMetaDataBeforeSubmit = function() { var metadata = {}; if (hbspt.targetedContentMetadata) { var count = hbspt.targetedContentMetadata.length; var targetedContentData = []; for (var i = 0; i < count; i++) { var tc = hbspt.targetedContentMetadata[i]; if ( tc.length !== 3) { continue; } targetedContentData.push({ definitionId: tc[0], criterionId: tc[1], smartTypeId: tc[2] }); } metadata["targetedContentMetadata"] = JSON.stringify(targetedContentData); } return metadata; }; hbspt.forms.create(options); </script>  <script type="text/javascript"> var _hsq = _hsq || []; _hsq.push(["setContentType", "blog-post"]); _hsq.push(["setCanonicalUrl", "https:\/\/www.commercevision.com.au\/blog\/customer-experience-in-ecommerce"]); _hsq.push(["setPageId", "45394482444"]); _hsq.push(["setContentMetadata", { "contentPageId": 45394482444, "legacyPageId": "45394482444", "contentFolderId": null, "contentGroupId": 4105640424, "abTestId": null, "languageVariantId": 45394482444, "languageCode": "en-gb", }]); </script> <script type="text/javascript" id="hs-script-loader" async defer src="/hs/scriptloader/1978039.js?businessUnitId=0"></script>  <script type="text/javascript"> var hsVars = { render_id: "805974a0-fd50-4796-aefd-aebfe48572df", ticks: 1731930605954, page_id: 45394482444, content_group_id: 4105640424, portal_id: 1978039, app_hs_base_url: "https://app.hubspot.com", cp_hs_base_url: "https://cp.hubspot.com", language: "en-gb", analytics_page_type: "blog-post", scp_content_type: "", analytics_page_id: "45394482444", category_id: 3, folder_id: 0, is_hubspot_user: false } </script> <script defer src="/hs/hsstatic/HubspotToolsMenu/static-1.354/js/index.js"></script>  <noscript><iframe src="https://www.googletagmanager.com/ns.html?id=GTM-5CKQT22" height="0" width="0" style="display:none;visibility:hidden"></iframe></noscript>  <script>!function(d,s,id){var js,fjs=d.getElementsByTagName(s)[0];if(!d.getElementById(id)){js=d.createElement(s);js.id=id;js.src="https://platform.twitter.com/widgets.js";fjs.parentNode.insertBefore(js,fjs);}}(document,"script","twitter-wjs");</script> </body></html>

CINXE.COM

CX for B2B ecommerce