Home Knowledge Articles Closing the divide – where do B2B and B2C marketing strategies meet?

Much has already been written about the differences between B2B and B2C marketing strategies, and there are obvious divides. One of the fundamental differences is clearly the target audience; it goes without saying that B2B marketing involves marketing to other businesses, whereas B2C directly targets individual consumers.

The sales cycle for B2B marketing is often longer than B2C, typically involving more complex buying decisions, more time for research, evaluation, and decision-making. B2B marketers often focus on building relationships with clients over time, rather than trying to make a quick sale. In contrast, B2C marketing is often more focused on creating a sense of urgency and encouraging impulse purchases. B2C marketers often use tactics like limited time offers, discounts and other incentives to encourage consumers to buy now.

That aside, however, are the two sectors becoming more closely connected?

In recent years, B2B buyer behaviour has become closer to B2C, with technological developments feeding higher expectations for information access, convenience, and service. At the same time, B2C buyers are much more conscious about who they buy from, their environmental credentials and ethical practice so that brand purpose, trust and reputation are now equally important in B2C.

B2B Vs B2C convergence

Let’s take a closer look and consider where the B2B and B2C environments converge:

Customer experience

First and foremost, customer experience is equally important in both B2B and B2C marketing. This includes responsiveness, ease of access to information, ease of purchase and ease of use. For some time now the customer has been in control in both cases, with higher expectations of a consistent, seamless, and rewarding experience when engaging with any brand.

B2B buyers now expect instant service based on their experience as consumers and the benefits technology offers via messaging, web chat and online resources. At the same time B2C buyers are looking for deeper engagement with brands that have purpose and share their values, rather than a superficial transaction-based relationship.

Channel mix

Both B2B and B2C marketers need to use a mix of channels, both digital and non-digital, to deliver a high-quality experience at each touchpoint in the customer journey, striking the right balance between human and automated engagement.

The fragmentation of the customer journey across multiple channels makes it crucial also for both to have a wider strategy for building a clear and credible brand identity, with consistency of message, USPs, brand look and feel across all communications and assets.

Personalisation

B2B marketing typically focuses on smaller audiences, involving a targeted approach and customised solutions to meet the specific needs of individual clients, making relationships and personalisation vital. This often involves developing bespoke solutions, tailoring propositions and providing personalised support and service.

Technology also plays a vital role in facilitating personalisation and customised experiences in both B2B and B2C marketing. With data-driven and intent marketing, businesses can now tailor their marketing messages to specific audiences based on their preferences and behaviours.

In the B2C space, AI-driven targeting has taken personalisation to a whole new level. Machine learning algorithms analyse vast amounts of data to identify patterns in consumer behaviour, allowing marketers to deliver highly personalised content. For example, an e-commerce retailer can use AI to recommend products to customers based on their browsing history and purchase behaviour, leading to increased engagement and sales.

Brand loyalty

As discussed in other blogs, marketing doesn’t end at the sale. Post-sales loyalty is also important in both B2B and B2C marketing. Post-sales has been a focus for the B2C world for some time, with an understanding that consumers are likely to return to make further purchases if their first experience was a good one. Subscription-based models have made lifetime value more important for B2C marketers, with the opportunity for consumers to sign up for longer periods rather than making single purchases. Serving them with social content, follow up emails and other marketing is an effective way of ensuring that a new purchaser becomes a lifetime advocate.

With higher value sales at stake and more complex purchasing processes, repeat business and loyalty have always been important in the B2B environment. The focus is on building relationships, personalising service to increase customer lifetime value and develop sustainable business. In B2B, the subscription model has lowered the entry point for purchase in sectors such as software sales, making it easier to change supplier and further increasing the importance of loyalty and retention.

In both cases, brand awareness and reputation are key. Whether B2B or B2C, if trust is lost, social media can destroy a brand in minutes.

Emotion

In the past it was generally felt that B2B purchases were based on reason, with less emotion at play, whilst B2C focused on creating emotional connections with consumers to build brand and increase sales. However, we now know that emotion plays a crucial role in B2B decision-making also.

Businesses are made up of people, and people make decisions based on both rational and emotional factors. In fact, a study by Google and the CEB found that B2B customers are significantly more emotionally connected to their vendors than B2C customers are to their brands. This emotional connection is critical for B2B marketers to understand because it can influence purchasing decisions. By understanding their customers' emotional needs and crafting messaging that resonates with those needs, B2B marketers can create more meaningful connections. For example, a software company could focus on benefits that alleviate stress and frustration for employees, rather than just highlighting the technical features of a product.

In today's increasingly competitive market, emotional connections can be the key to differentiating a business from its competitors and building long-lasting relationships with customers.

The evolving landscape

While there are some clear differences between B2B and B2C marketing, the two sectors are becoming more connected. B2B and B2C buyers are united in a growing interest in the ethical and environmental credentials of the businesses they buy from, making brand purpose and reputation vitally important. Customer experience, channel mix, personalisation, brand loyalty, and emotion are all areas where B2B and B2C marketing are converging, and businesses that are able to successfully navigate this new, evolving landscape will be well-positioned for success.