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 primary focus of Jennifer Zamora's role at Dow?

• Retail marketing

• Consumer experience

• Business-to-business experience

• Product development

What is one of the key strategies Dow uses to understand customer sentiment?

• Customer loyalty programs

• Annual sales reports

• Listening strategy

• Social media monitoring

What was a major issue Dow faced in managing customer complaints?

• Inconsistent communication

• Delayed shipments

• High operational costs

• Lack of product availability

How did Dow improve its complaint management process?

• By hiring more sales staff

• By launching a customer care center

• By reducing product prices

• By increasing product discounts

What is a key factor in maintaining long-term customer relationships according to the discussion?

• Regular price discounts

• High advertising spend

• Proactive customer engagement

• Frequent product launches

What percentage of Dow's employees work in manufacturing?

• 30%

• 50%

• 60%

• 70%

What is the benefit of journey mapping according to the discussion?

• It engages employees and improves customer experience

• It increases marketing reach

• It helps in product development

• It reduces operational costs

What role does employee experience play in customer satisfaction?

• It has no impact

• It is less important than product quality

• It directly influences customer experience

• It only affects internal operations

How did the pandemic influence Dow's approach to customer experience?

• It led to a reduction in customer surveys

• It increased the importance of digital transformation

• It shifted focus to in-person interactions

• It decreased the focus on digital platforms

What was one of the outcomes of Dow's digital transformation during the pandemic?

• A reduction in product lines

• A 30% increase in website traffic

• An increase in physical store visits

• A decrease in customer satisfaction