What B2B Companies Can Learn From the DIFM Economy

What  B2B  Companies  Can  Learn  from  the  DIFM  Economy

Leyla SekaSVP  and  GM,  Desk.com

@leylaseka

Remember  when  Yellow  Cab  was  the  only  option?

Now  there’s  an  app  (or  5)  for  that

The  “Do  it  for  Me”  economy  has  taken  over  our  lives

DIFM  companies  win  on  customer  experience

What  B2B  Companies  Can  Learn  from  the  DIFM  Economy

1.  Connect  your  data

Give  everyone  a  full  customer  view

2.  Empower  support  to  deliver  personalized  experiences

One-­‐size-­‐fits-­‐all  customer  service  doesn’t  cut  it

3.  Use  support  to  build  your  roadmap

Build  what  customers  want  using  support  data

Source:  Customers   2020  Report

The  Future  of  Customer  Service  is  the  Customer  Experience

“Customer  experience  has  overtaken  price  and  product  as  the  key  brand  differentiator.”

Price Product CustomerExperience

#1

thank  y      u