Energy and Commodities
One of the most critical aspects for Energy and Commodities companies is ensuring a reliable and secure supply to their customers. B2B clients rely heavily on consistent energy and commodity deliveries to maintain their operations.
Transforming Resources, Enriching Communities
Companies that can guarantee supply stability, even during market volatility or unforeseen circumstances, are more likely to retain customers and attract new ones. This involves robust supply chain management, diversified sourcing strategies, and effective risk mitigation measures.
In an industry where price fluctuations can significantly impact customers’ bottom lines, offering competitive pricing is essential. However, it’s not just about being the cheapest option. B2B customers value transparency in pricing structures and the ability to understand how market dynamics affect costs. Companies that provide clear, detailed pricing information and offer flexible contract options are better positioned to satisfy their customers’ needs.
Understanding and addressing the unique needs of each B2B customer is crucial for delivering value. This involves offering tailored solutions, providing dedicated account management, and maintaining open lines of communication. Companies that can anticipate customer needs and proactively offer solutions are more likely to build strong, lasting relationships.
80%
repeat business rate (J.D. Power)
40
average net promoter score (Bain and Company)
4.1 / 5
overall brand reputation rating (YouGov)
75%
customer retention rate (Aberdeen Group)
Sectors We Serve
Latest Insights
Can the B2B CX Measurement Conundrum Be Solved?
Many B2B firms have fewer than 10,000 customers, with some under 1,000 or even fewer. Small customer populations make it difficult to gather sufficient feedback for reliable statistical analysis.
How CX-y Are You, Really? From CX Lip Service to CX Superpower
Let’s get real: just about every company says they care about customer experience. Some even scream it in their ads. But caring is not doing. And doing is not doing well.
The Fundamentals of the Science of Customer Experience
Customer Experience is a science. CX isn’t a “hard” science like chemistry or physics because people don’t behave like chemicals or atomic particles. But CX – or at least CX done right – is systematic in measurement, design, and application and sits squarely in the domain of the social sciences.
The Future of Customer Experience is… the Supply Chain? You Bet Your SaaS It Is
We’ve always said that everyone owns the customer experience. But let’s be real—when the customer is mad, they’re not calling the product team, or marketing, or Gary in procurement.
Connecting the Dots: Marrying X(perience) and O(perational) Data
X + O = the motherlode, the Holy Grail of data. Most firms, however, simply fail to connect the dots across data sources. The result is a failure to realize the benefits of data integration.
The Customer Experience Roadmap Every CCO Needs to Lead with Impact
Let’s be honest—”customer experience” is one of those phrases that gets tossed around a lot, usually alongside “delight,” “omnichannel,” or “synergy.” But if you’re a Chief Customer Officer, you know it’s way more than just corporate lingo.