Customer experience (CX) can be defined as any interaction that your organization has with your customer, and it’s becoming top of mind within the C-suite at most businesses. In fact, Walker Information states that customer experience will overtake price and product as key brand differentiators by 2020 and according to Capgemini, 80% of consumers are willing to pay more for a better customer experience.  

In today’s digital world, personalization has become a priority for nearly all businesses.
People now expect a level of relevance that goes beyond just general interests when they interact with a brand.

In today’s buying world, whether it be business-to-business (B2B) or business-to-consumer (B2C), customer expectations are changing.

Especially in a competitive market, today’s customers are placing more and more importance on how they experience a brand. They desire personalized interactions, dedicated service and connected experiences across all channels of communication. They now want to know what companies are doing for them beyond just providing great products.

Interested in finding out how to distance yourself from your competitors? Studies show that companies who prioritize customer experience are outperforming the competition.

A recent study by Gartner reveals that over 80% of organizations expect to compete mainly based on customer experience. 

So why is customer experience so important? 

You may have heard marketers talk about the terms “inbound marketing” and “outbound marketing.” But what do they really mean?

Overview

B&H Machine, Inc. (B&H) is a third-generation hydraulic and pneumatic cylinder manufacturer. Founded in 1951, B&H started its operations as a producer of tooling and fixture designs for the Army, Navy and Air Force, in addition to production machining for the automotive, mining and steel mill industries. Today, B&H is one of the most experienced and proven cylinder manufacturers in the U.S.

Our Client 

Conveyer & Caster – Equipment for Industry is a third-generation, family-owned, solution-driven material handling distributor based in Northeast Ohio. Founded in 1961, they have a clear and simple mission—providing storage and handling solutions that improve material flow for their customers. Since their founding, Conveyer & Caster has grown to nearly 50 employees, including 17 outside salespeople.