10 ways to use customer experience to improve profitability and drive growth

Are you ready to dive into the world of B2B success and the power of customer experience? In this episode of Predictable B2B Success, host Vinay Koshy invites renowned thought leader Ken Lonyai to explore the fascinating intersection of user and customer experience and its profound impact on business profitability. 

Buckle up as Ken takes us through the intricacies of B2B and B2C purchases, revealing key decision-making factors. From the practicality-driven mindset of B2B buyers to the sometimes less tangible considerations of B2C purchases, Ken unveils the strategies that can set businesses apart in an increasingly competitive market.

But it doesn't stop there. We delve into the world of customer experience management and its vital role in the success of various business roles, from product managers and marketers to UX designers and customer success managers. Ken shares insider tips and real-life examples that showcase the power of understanding and exceeding customer expectations.

Join us as we unravel the secrets behind creating a humanized user experience, navigating complex challenges, and developing innovative solutions that impact customers and the bottom line. Prepare for a thought-provoking conversation guaranteed to ignite your curiosity and transform your perspective on B2B success.

Some areas we explore in this episode include:

The importance of customer experience (CX) in B2B and B2C transactionsThe value proposition differences between B2B and B2C purchasesFactors influencing purchasing decisions in B2B transactions (e.g., practicality, profitability)The role of user experience (UX) in product development and managementStrategies for reducing driver fatigue to increase productivity and cost savingsThe challenges and importance of managing customer expectations in product developmentThe role of qualitative analysis in deriving insights for better customer solutionsThe correlation between specific product features and profitability in B2B transactionsThe challenges and limitations of large language models in natural language understandingThe importance of authority, autonomy, and resources in effective product management.And much, much more.