International Customer Experience in B2B
Anchoring the customer perspective in the company with a B2B Customer Journey
Understanding comes before the change
For a travel payment provider in the B2B sector, we conducted an international study to investigate the needs, motivations and frustrations of travel managers and accountants regarding the billing process of business trips.
The aim was not only to analyse the customers» current experience with the product’s interfaces, but also to gain insights that would provide pointers on how the product and service should develop for B2B customers in the long term.
The result is a B2B Customer Journey, which brings customer perspectives closer to the employees, serves the company as a basis for innovations and optimization of the AirPlus Service Portfolio and supports internal changes towards a customer-oriented company