Differences in the Customer Journey – What’s Different?

[nishat@264]

Typical B2C contacts, however, are different. In this area, the sale of a service or product takes place directly to the end consumer as a private individual. Every grocery purchase, every purchase of products from the store or on the Internet without a commercial background is therefore a B2C transaction.

Due to the nature of B2B interactions, these transactions are usually more complex and are decided by different authorities. B2C customers, on the other hand, are more flexible and more willing to make decisions because they only represent their own interests and take on less financial risk.

Since the approach to a purchase is fundamentally different, there are crucial differences in the customer journey of B2B and B2C customers in inbound marketing :

B2C customers - Customer Journey
Broad marketing campaigns are ideal for france whatsapp data addressing B2C customers. End consumers are particularly receptive to creativity and emotion. The key data of the product that arouses interest must not be neglected. However, a few basic data and a "promotional price" are often enough to persuade these customers to make a purchase decision. Sales talks in the B2C sector are usually superficial. This is because the products or services are usually not nearly as complex as those in the B2B sector.

B2B customers – customer journey
For B2B customers, however, the emotional component rarely plays a role in a purchase. Interactions usually initially take place on a factual level and rationality shapes the considerations at the beginning of the customer journey. Customers in the B2B sector attach particular importance to product features and the justifiability of the purchase decision. Customers in the B2B sector bear the responsibility of making a purchase decision for a company. Data, facts and figures are therefore of particular importance for this target group of customers. Accordingly, it is necessary to align both marketing and sales staff in the B2B sector with these psychological aspects. Well-informed, experienced employees are necessary in order to be able to work successfully in this area.

The differences between the two target groups are clearly visible in the customer journey , as the focus of the two customer groups is on different aspects. Many companies have noticed this discrepancy and have separate departments for B2B and B2C customers.