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/ WHAT MAKES B2B AND B2C ECOMMERCE DIFFERENT?
There was once a very clear distinction between B2B services and B2C retailers. But with the advent of digital eCommerce stores, the two have taken on some similar traits. It’s important to identify the distinctions between B2B and B2C eCommerce when molding your own business. You especially need to consider how customers interact with your website and how they make purchasing decisions. Here’s how.
Different Customers, Different Buyer Journeys
B2B customers are seeking solutions for their businesses and there will most likely be numerous points of contact from the first inquiry to a final purchase. They will also very likely become clients rather than simply ‘in the door — out the door’ customers. Understanding their needs often requires time and commitment and this can be costly. Remember, there will be a monetary value for every won and lost customer in addition to the product or service sold. How much it costs to convert a lead is incredibly important in B2B.
B2C customers might have been to your site before or heard about you from a friend or via social media. They will check out your site and decide fairly quickly if it’s of interest. They want to browse, find what they’re looking for and either make a purchase, save items to return to later, or leave.
Email automation, UX optimization and a mobile-responsive website, is really important to converting B2C sales. Building a relationship between your customers and your brand will drive leads and encourage peer-to-peer referrals.