Customer experience is also present in B2B e-commerce

B2B Customer Experience Assessment

B2B Customer Experience Assessment

The pandemic not only boosted sales in marketplaces B2C, as well as boosting the e-commerces B2B across the country.

With the transformation of the supply chain, many companies began to purchase products and services through online platforms, which automate the purchasing cycle and facilitate the corporate purchasing process, such as e-Procurement of the ME.

A survey by E-consulting, a consultancy that measures the financial forecasts of electronic retail, showed that, in 2019, B2B online sales generated more than R$2 trillion in Brazil, and, since the beginning of the pandemic, this market has registered 62% growth.

In today's post, we will show that customer experience, applied in the segment business-to-consumer, is also being widely adopted in B2B, including in the Electronic Market. Check it out!

B2B Customer Experience

B2B consumer behavior has changed. Now, they value experience. And this includes their entire journey within the company, from the sales approach to after-sales service.

Faced with all the changes imposed by the crisis and, consequently, the growth of online purchases and sales between companies, Mercado Eletrônico focused on the experience of users who use the platforms.

ME believes that the success of B2B businesses is inherent to the success of customers. Therefore, “fantastic service”, one of the values ​​that already existed at Mercado Eletrônico, has become “fantastic experience”.

More than ever, the Electronic Market's goal is build relationships e personalized journeys and help professionals work more strategically.

“The platforms mobile devices and devices connected anytime, anywhere have transformed customer expectations. They expect to carry out their activities without limits, and all in a simple, intuitive and effortless way. We will work in a highly integrated manner, always seeking to understand their needs to deliver something beyond expectations. The idea is for everyone to participate in the evolution process”, comments the marketing director of Mercado Eletrônico, Klyvian Flores.

For Mercado Eletrônico, more important than offering a platform to the market is providing a complete experience to become a reliable business partner.

Relationships are an essential part of achieving a fantastic experience, given that users expect to be heard and treated with empathy by the company.

In 2021, Mercado Eletrônico's biggest project is related to innovation of the offer and communication with users, thinking about the entire customer journey.

The fantastic experience starts with the employees

Listed as one of the best companies to work for in Brazil for 3 consecutive years, Mercado Eletrônico has a very strong brand: investing in its team of employees to promote a happy and productive environment.

“We believe that our most important value is expressed in the phrase: people come first. After all, they are the ones who will guarantee the best experience for our customers. That is why we have a culture that is very much aligned with our mission, vision and values”, adds Klyvian.

Another change that the pandemic brought to everyone was the bringing together of ME teams through technology. All employees are in remote work and yet they manage to be closer to their customers.

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