In the past, a common perception existed that distinctly divided the B2B and B2C industries. But as the collection of customer data becomes more voluminous each day, and customer experience is a key differentiator for nearly every brand, that old perception may need further review.
Sean Otto, senior customer satisfaction analyst for Trane -- a leading global provider of indoor comfort solutions and services and a brand of Ingersoll Rand -- told Loyalty 360 that trends in today’s B2B space focus on a “heightened....