#29: From B2B to B2C
The Onlinification Pod
More and more traditional B2B companies are shifting from the traditional distribution structure and moving towards a B2C model, at least in some areas of their business. In this episode, me, Anders and Stellan talked about this trend, and how B2B companies need to be prepared for the very different customer expectations it creates.
The B2C approach has worked well for a lot of B2B companies, especially during the disruption and digitalisation that the pandemic has brought. One classic example of a B2B-to-B2C shift would be an industrial manufacturing company that starts selling spare parts directly to end users online. This appeals to customers, since they can go straight to the source when they need help. In return, the company gets much more control over their spare parts operation.
But like we spoke about in the episode, it also creates increased expectations. Your customers are used to Amazon-levels of service in their private lives, so they're going to expect similar things from you. That's why any B2C shift needs to be based in a genuine desire to improve your customers' experiences. It can't just be a PR move designed to show how modern and innovative your company is.
If you're considering experimenting with a B2C model, or if you're just interested to know about where this trend is heading, take a listen to our discussion. If you enjoyed it, subscribe! Either here, or at https://www.zooma.se/en/learn/podcast
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