CX Accelerator

FEBRUARY 6, 2019

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! How do you metric-ize this? So far it is looking great!

Contact Center 206

Contact Center B2C B2B Metrics 206

ChurnZero

FEBRUARY 7, 2020

To capitalize on this monumental growth, perhaps B2B SaaS should take a page from B2C subscription startups like HelloFresh, Birchbox, and Dollar Shave Club. billion in sales in 2016, up from a mere $57 million in 2011.” – McKinsey & Company, Thinking inside the subscription box. The largest such retailers generated more than $2.6

SaaS 64

SaaS Transportation B2C Customer retention 64

Toister Performance Solutions

AUGUST 8, 2017

The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. The company's client focus is primarily Fortune 500 companies in business-to-business (B2B) and B2C segments. One thing to keep in mind is that this data is for B2C surveys only.

B2C 48

B2C Surveys B2B Metrics 48

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations. 15% targeted solely B2C clients.

B2B 52

B2B Surveys B2C Metrics 52

Eptica

JUNE 14, 2017

million tweets are sent to B2C brands every month – and social media use increased globally by 21% over the last year. She pointed out that social customer service has been going through five stages: Initial (around 2011) – companies begin to play with social media to see what it can do for customer service.

Customer Service 48

Customer Service B2C CRM Best practices 48

RichCall

SEPTEMBER 13, 2017

And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. In 2011 Gartner predicted that. With IoT, presenting a single view of the data becomes easier whether you are a B2B or B2C company. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64