How B2B Customer Experience Is the Catalyst for Change in CPG
This whitepaper shares the Council’s insights on enhancing CPG customer experience using original research, standardized CX metrics, and the CLiCS framework.
What You’ll Learn
The Current CPG Landscape & History
How to Standardize CPG Experience With Net Promoter Score® (NPS)
Internal CX Incentives & Operational Standards
CLiCS Framework: The 5 Components of a CX Program
More About This White Paper
The Council continuously aims to raise experience standards in CPG. That’s why this “Mid-term Report” focuses on the B2B customer experience of owners and employees of retail outlets, and how they perceive the products, services, and support provided by Consumer Packaged Goods vendors.
Key Takeaways:
- CPG is facing a significant challenge: Digital Transformation.
- Vendors are increasingly seeking direct relationships with customers.
- Three targets of a CPG customer experience program should always be Reach, Response, and Follow-Up.
