The future of B2B customer experience can be summed up in two words: digital transformation. The move to digital has been a long time coming in the B2B space, and it has the power to completely change how clients interact with brands and run their businesses. Research has found that B2B companies that successful master digital transformation have 8% more shareholder returns and five times more revenue growth than their peers. Those staggering numbers show the power of digital transformation in creating successful, future-proof B2B companies.
For decades, loyal Nordstrom customers have been flocking to the store for designer goods and great service. In recent years, however, Nordstrom has been undergoing a digital transformation for a fresh approach to customer experience. The efforts are a start, but they are far from a fully successful digital transformation. Many of us are watching Nordstrom, even rooting for its success. Time will tell if Nordstrom will not only survive the vast changes in the retail industry, but achieve the status it once held as a leader.
n 2018 when some iconic retailers shuttered their doors by either completely going out of business or closing a portion of their stores. Retail is incredibly competitive, and specialty stores or brands that can’t innovate and compete often fall by the wayside. Thanks to Amazon and an explosion of direct to consumer companies like Casper, Dollar Shave Club and Away, more big box retailers are closing their doors.