Meet and exceed emerging customer expectations
Since the COVID limits took effect in early 2020, a growing number of B2B businesses have switched to e-commerce platforms. This is a crucial shift for their existence.
However, having an e-commerce presence isn't enough. To successfully set yourself apart from the competition as a B2B seller, you must make an excellent client experience with self-service choices the heart of your digital sales channels.
CARLSBERG: B2B E-COMMERCE AND ENGAGEMENT PLATFORM
Carlsberg is one of the most well-known and well-known brewers in the world. The Danish company now has a global reach of over 140 countries thanks to their products. Carlsberg aimed to become a digital leader in the beer brewing industry while also strengthening its relationships with on-trade partners. In 2018, Carlsberg introduced The Carl's Shop, an innovative platform that would take the company's digital journey to the next level.
Carl's Shop's digital commerce platform improves customer service by allowing consumers to place orders on any device, 24 hours a day, seven days a week, and eliminating the need for telesales. Furthermore, it assists consumers in establishing a successful hospitality business by giving detailed and comprehensive material such as product stories, editorial content, and training on how to manage a profitable business.
With this material, Carlsberg may be able to develop an emotional connection with its customers that goes beyond transactional and becomes more relational and loyal. This strategy increased net revenue per client (Carlsberg's Annual Report 2019), and it is an excellent example of B2B digital and customer experience excellence.