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August 22, 2019

Forget B2B and B2C: effective customer experience is about B2H (business 2 human)

Historically, the retail industry has been divided into two categories: B2B and B2C, and each has followed specific guidelines in terms of overall customer experience.
The truth of the matter is that the retail customer experience can no longer be segmented in B2B or B2C silos. In the omnichannel environment we live in, we as consumers expect to seamlessly move from our mobile to our desktop and all the way to the store in one connected shopping experience.


The fact is, when it comes to an effective customer experience in retail, the top driver in B2B and B2C should always be B2H: business-to-human. Find out why on the Retail Dive website, online HERE

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