Dow on How B2B Differs

The video discusses the importance of business-to-business experience, comparing it to consumer experience. Jennifer Zamora from Dow shares insights on her role in improving customer and employee experiences. Key strategies include a listening strategy and effective complaint management. The video also highlights the significance of journey mapping and the impact of the pandemic on business operations.

What is the significance of customer experience in the business-to-business environment?

How has Dow's approach to customer experience evolved over the past three years?

What strategies did Dow implement to improve customer experience?

How does Dow ensure that it listens to customer feedback effectively?

Can you describe a specific example where Dow improved its complaint management process?

In what ways does Dow measure the impact of customer experience on its business outcomes?

What challenges did Dow face in changing performance standards related to customer experience?

What role does employee experience play in enhancing customer experience at Dow?

What insights did Dow gain from journey mapping in relation to customer experience?

How did the pandemic influence Dow's customer experience strategies?