How Customer Experience Differently Affected B2B and B2C?

OctopusTech

How CX act differently for B2B vs B2C? To learn the CX impact in these two, firstly let to know what are the marketing strategies of B2B and B2C : B2B Marketing: Business-to-Business marketing is where one company target another for its sales. blog B2B B2C

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Chatbots – Reigniting the Spark in B2C Engagement

Aspect

While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs.

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Differences between Key Account Management and Customer Success

Kapta

The terms Key Account Management and Customer Success are often used interchangeably within organizations. Key Account Management Versus Customer Success. The goals of both Key Account Management and customer success are to retain and build relationships with customers. For a more detailed look at how they’re different, here are some insights on how Key Account Management and customer success departments approach a few major topics: Client Focus.

Guest Blog: The Customer Experience is Not Just for B2C

ShepHyken

If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Relationship building is just as crucial in B2B as in B2C for some very good reasons.

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New Forrester Research: B2B Should Use B2C Customer Loyalty Principles

Influitive

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. And Forrester’s latest research report, B2B Loyalty, The B2C Way , outlines practical ways B2B marketers can apply B2C principles to deepen relationships and engagement. B2B Loyalty, The B2C Way.

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Report: Lessons in CX Excellence, 2018

Customer Experience Matters

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

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Why a VOC program is vital to your B2B business – by Kimberly Holbrook

ijgolding

VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. Each account brings more revenue and more repeat custom than a single consumer does.

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Guest Blog: How to Use Social Media to Provide Great Customer Service

ShepHyken

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them.

How B2B Brands Drive Online Reviews

GetFeedback

Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Where it might be enough for a B2C company selling t-shirts to have reviews about products arriving on time and fitting well, B2B buyers have higher expectations. Each buyer persona should be accounted for. Then there’s the difference between B2B and B2C products themselves.

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Relationship and transactional surveys: When to use and how in your NPS® program

CustomerGauge

In b2c, relationship surveys can be conducted across the entire customer base. Generally, though, in most b2c industries the customer bases are pretty uniform, and all customers should be sent relationship surveys. Do you know who to survey in a B2B account?

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? However, in most B2B or B2C industries, is simply reducing or eliminating pain points, i.e. meeting experience requirements so that the customer is satisfied, enough? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? However, in most B2B or B2C industries, is simply reducing or eliminating pain points, i.e. meeting experience requirements so that the customer is satisfied, enough? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

What to Expect at Subscribed – A Zuora Subscription Conference

Mindtouch

This trend is seen across all B2B (Business to Business) and B2C (Business to Customer) verticals, and it heavily effects they way businesses not only acquire new revenue, but retain and expand upon existing accounts. You can see a host of creative ways that both B2C and B2B companies are deploying subscription models, from drones and tractors to artificial intelligence (AI) and machine learning.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

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3 Examples of Refreshingly Human B2B Marketing Campaigns

Hero Digital

With an unconventional approach, your B2B marketing can be as attention-grabbing as B2C brands often are. For target accounts, the experience started when an inconspicuous box landed on their desk. As a whole, B2B marketing is boring. There, I said it.

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Top Five Obstacles to Customer Centricity #1 Silo’d Organisations

Peter Lavers

This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents. I use different systemic models for B2C, B2B and Public Sector/Not For Profit (NFP).

Measuring Product Usage And Adoption for SaaS and Cloud – The Complete 2019 Guide

Totango

Account ID. Account ID *. Please note that this record format applies for both B2B and B2C. In a B2B scenario, it is important to count both individual users and, at the same time, associate those users with their respective accounts. Products that are only designed for B2C use cases will fall short when it comes to mapping usage data into the customer success use cases which will be described below.

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State of Business-to-Business Customer Experience Management

ClearAction

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients.

Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

For example, SMS surveys might be very effective when surveying a younger demographic in the B2C sector, whereas sending an SMS to the account owner on an enterprise software account might not be appropriate.

Contact Center CX: Next Issue Avoidance

CX Accelerator

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! Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel.

Being In Service To Customers: An Exclusive Interview with Mr. Shekhar Kulkarni, Head, Supply Chain Management, Saint Gobain India Pvt Ltd – Gyproc Business

Customer Guru

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. It is believed that customer centricity is not relevant in a B2B business setup; it is widely considered an idea that is mostly pursued by B2C businesses.

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Being In Service To Customers: An Exclusive Interview with Mr. Shekhar Kulkarni, Head, Supply Chain Management, Saint Gobain Gyproc India Ltd

Customer Guru

As a Finance professional, his primary work domain has been Finance, Business Controls, Accounts & Costing. It is believed that customer centricity is not relevant in a B2B business setup; it is widely considered an idea that is mostly pursued by B2C businesses.

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7 Trends in Customer Service to Watch in 2019

TeamSupport

6) Personalization not only at the contact but the company level – Too often, customer service teams have taken the B2C approach of focusing on personalizing interactions at the contact level.

40 Customer Retention Statistics You Need to Know

GetFeedback

9 out of 10 consumers value when a business knows their account history and current activities with that company. 42% of B2C customers purchased more after a good customer service encounter. 52% of B2C customers stopped buying after a bad customer service experience.

What Types of Dialers Keep the FTC Happy?

Calltools

Agents get information on previous calls to the number, sales records or other account information. Automatic dialers are popular in B2B and B2C selling. These systems are more common in B2C markets because they are conducive to more complex sales.

Six Benefits of Co-creating your own Customer Management Model

Peter Lavers

Systemic is defined as “of or relating to a whole system, especially as opposed to a particular part”, which in business infers a holistic approach, taking into account all the variables and soft/hard factors that affect the desired commercial and experiential outcomes.

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

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I Can’t See the Forest—the Trees are in the Way

Horizon CX

My bank account with B of A includes a checking account, a savings, account and a line of credit account—covering me in the event I overdraw from my checking account.

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Customer Experience in 2018: Trends and Statistics

Answer Dash

Decreased Brand Loyalty and Patience “The next generation of people (those born between 1995 and 2010 who account for 27% of the world population) is entering the workforce and has spending power. 32% of B2C CMOs see improving customer experience as a top three objective.

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10 Customer Experience Best Practices for all B2B Sales Teams

Kayako

In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that.

Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Bill Quiseng

I was not in the situation to be able to call them to resolve my account. The only reason I did not pull my account is that I put so much time into making it look the way I wanted. This week, Apple launched its first Twitter account for customer service.

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How to Tie Compensation to Your VoC Program

PeopleMetrics

B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Bonus programs do not need to include every employee either — in fact, bonuses are typically reserved only for the people who are accountable for the customer experience. Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ).

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What is Voice of the Customer? 25 Experts Give Best Practices

Callminer

B2C customers will want to further include key performance indicators such as RFM (Recency Frequency Monetary), loyalty program attributes and a heavy dose of social media behaviors.

6 Customer Retention Strategies that are Here to Stay

ClientSuccess

It will surely get your brain and bank account working overtime. In sum, every company, big or small, online or offline, B2B or B2C, local or global, needs to rethink their customer strategies and rewire it to a more user retention-focused one.

Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

Churned accounts analysis. That is directly due to a lack of ownership and accountability for actioning the incoming data. Specifically, you can create an effective feedback workflow when the tooling has access to metadata such as the customer’s vertical, account size, location, version/model of the product, etc. This disparity makes it hard to timebox actions, and your process to evaluate and respond to feedback needs to take that into account.

Messaging vs Chat vs Texting: Battle for the Future of Customer Service [Google Hangout]

Fonolo

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.).

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How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success

ChurnZero

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.

Business-to-Business Customer Experience Advice Highlights

ClearAction

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. ” Account Teams in B2B Customer Experience: Help Me Help You. Business-to-Business Customer Experience Advice Highlights.

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B2B Mystery Shopping Improves Your Business

Ann Michaels and Associates

Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. Furthermore, fictitious accounts and companies can be created to pose as current customers to evaluate the service ordering process. B2B Mystery Shopping To Improve Your Business.

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Inside Customer Success: HelloSign

Amity

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan.

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