Touchpoints are an essential factor in every business sector. In the B2B model, they not only influence purchasing behavior but also determine customer loyalty throughout the customer journey.
In B2B, purchasing decisions are rarely made by a single individual. At the same time, the model demands a high degree of personalization in customer experience. This poses a significant challenge for suppliers and distributors in managing touchpoints, as the B2B buying journey is inherently more complex, rational, and logic-driven compared to B2C.
“Touchpoints” are not simply advertising or sales, but they encompass the entire process from brand awareness to long-term loyalty. For the B2B model, these touchpoints have distinctive characteristics because customers are typically well-informed and conduct thorough research about both the products and the suppliers.
Determining the insight “The customer is at the center – without customers, neither the Brand nor the Company can exist”, throughout the journey of interaction between Etinco and B2B customers, the Board of Directors advocates building a strategy to maximize “touchpoints” at every contact point in the transaction process. This demonstrates the commitment to “building lasting trust with customers” of the leading importer and distributor of electrical equipment in Vietnam today.
Customers can see the image of Etinco anywhere, from social networking platforms, banners on cars, to events, seminars… In which, we establish typical “touchpoints” to create a comprehensive experience and raise consumers’ awareness of their rights in the customer journey.
“Touch” in service
In business “Honesty often leads to loss” but with B2B, “Real” is the core of purchasing behavior.
With a network of partners of more than 40 prestigious domestic and foreign electrical equipment brands, Etinco has “unlimited resources” to commit to providing genuine products, imported directly from the factory and 100% new. We say NO to fake and counterfeit goods and maintain a 1-1 return policy within the warranty period for products that do not guarantee quality.
In addition, we also have a team of experts with many years of experience cooperating with Electricity units, so we can meet the requirements of in-depth consulting, actual measurements at the site, thereby proposing appropriate electricity quality solutions for each project and construction.
“Touch” in products
Pioneering the Real experience for customers, Etinco’s products are not only “Real” in tangible touch points but also Real in invisible touch points. Recognizing that the website is an important communication channel with partners and customers, Etinco continuously optimizes the user experience by providing intuitive, multi-dimensional images with accurate technical parameters and the latest price list so that customers can choose the right product.
Along with the website, online communication channels such as Facebook, TikTok, YouTube … are also fully utilized by us to bring the most comprehensive overview of the product to customers, while conveying professional knowledge related to electrical engineering and electrical safety.
“Touch” in consulting
Keeping promises and commitments are factors that create the image of a responsible Etinco. We maintain the longest warranty period and the most attractive warranty policy to bring a complete shopping experience to any customer who chooses to cooperate.
We also build a professional and dedicated customer communication process to create consistency and transparency in all transactions. In which, the hotline or business email is where we receive advice, answer questions and “close orders”. Any problems arising related to the product are supported quickly and thoroughly by Etinco’s customer care team.
In particular, our staff always maintain a cheerful and friendly spirit, enthusiasm and readiness, effort and try in every consultation to bring the best and most suitable service to each customer.
“Touch” at the event
Understanding the “experience before – buy later” psychology of B2B customers, product experience events organized by Etinco are the most genuine touch points to connect manufacturers and customers.
A typical example is the event “Lead The Way” with the participation of 2 brands BTB Electric and LS Electric. Here, customers can both learn about newly launched product lines and have the opportunity to experience these product lines in reality. “Lead The Way” is also highly appreciated in terms of social responsibility in addition to economic benefits when listening to, updating consumer reviews and comments before officially launching the product to the market.
In addition, a series of seminars “Experience BTB Electric products” in many provinces and cities such as: Hanoi, Hai Phong, Thanh Hoa, Nghe An, … also help customers have the most realistic view of the typical product lines of the industrial electrical equipment manufacturing brand from Türkiye with nearly 50 years of experience, meeting technical standards the highest international electrical safety and regulations.
Maximizing touch points at Etinco, in addition to business benefits, the main purpose is to increase “personalization” in B2B and understand to better serve the needs of modern customers. Therefore, any touch point between customers – partners and the company comes from the enthusiasm and sincerity of the staff. At the same time, any touch point of any customer is consistent, transparent, regardless of new or old customers.
