Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience. This interview follows on from my recent interview – The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg – and is number 314 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Robert: A lot of providers are doing basic B2B customer support but there are very few that are focusing exclusively on the B2B marketplace. B2B is a fundamentally different marketplace. Interactions in the B2C world tend to be high volume, low complexity and low material value. B2B tends to have relatively low volume support inquiries, but they are generally complex and tend to be …