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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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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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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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.

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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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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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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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.

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).

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.

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.

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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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.

7 Trends in Customer Service to Watch in 2019

B2B Customer Service Blog - 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.

B2B 77

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.

B2B 98

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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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.

3 Ways to do More with Customer Experience Personalization

Comm100

LinkedIn is huge for B2B companies, while Facebook and Instagram dominate B2C social. Multiple accounts and languages? Why amazing customer experiences matter. By 2020, customer experience (CX) will overtake price as a key product differentiator.

How To Boost Your Sales with Mass Text Messaging in 2019

CrazyCall

The change in b2c bulk SMS messaging. You can use automated sending to: congratulate the client with his Birthday, Holidays; remind about the scheduled event; notify about the arrival of users order; inform about the personal account balance, etc.

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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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3 Ways Healthcare Engagement Models Differ from Other Industries

HGS

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. 3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare.

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 (ex: Facebook messenger, WhatsApp, WeChat etc).

20 Essential Features in a B2B Customer Support System

B2B Customer Service Blog - TeamSupport

Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to catch recurring or critical issues before they become major problems.

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Aircall’s 2018 Customer Support Strategy Survey

aircall

And B2C customer support leaders will also enjoy comparatively big balances. While only 22% of Nonprofit respondents and 33% of B2B respondents reported plans for a budget increase this year, 45% of their B2C counterparts said the same.

What Is Inside Sales And How Does It Differ From Telemarketing?

CrazyCall

One of those “new” forms is inside sales, which, according to accounts such as this one by Salesloft , is growing 15 times faster than outside sales. As Ken Krogue writes, telemarketing is a scripted, single-call close, usually targeting business-to-consumer (B2C) sales.

What Is The Importance Of Telemarketing In Lead Generation?

Dialer 360

Evaluating B2C Telemarketing. They typically provide facility related to tele qualification, tele-prospecting, appointments, setting, account profiling, database building, and leads. Telemarketing is common among marketing companies to connect with the potential customer.

4 ways marketers can creatively use customer reviews

Infinity

Your brand’s social accounts are lighting up brighter than the Blackpool tower. B2C online reviews have a shelf life of 3 months visibility 5 as opposed to their social counterparts of Twitter, which have 18 minutes, and Facebook, with a 5-hour window of time.

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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What is customer satisfaction?

Freshcaller

In fact, this definition is endorsed by the Marketing Accountability Standards Board as the standard definition of customer satisfaction. This is where building user personas come in handy, both for B2B and B2C players. Quickly decoding one customer satisfaction definition at a time.

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What is the Importance of Using a Live Chat Software on Business Website

ProProfs Blog

Often B2B is separated from B2C, and it makes sense regarding target audiences. Taking into account the expert advice on the importance of using live chat software on a business website, this is what we’ve gathered as a final takeaway for you.

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6 Ways to Use B2B Customer Success Solutions to Crush the Competition

B2B Customer Service Blog - TeamSupport

But, what happens when a competitor comes for one of your key accounts? Don’t just make flashy videos because you saw some on a B2C self-service site, instead create in-depth guides that require little to no assistance so your customers can successfully leverage them at all hours of the day. Competing in the business world can create excitement.

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How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. Accounts and Finance. Having another business as your client is a lot different from providing products or services to consumers.

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Advancing Customer Experience Expertise in CX Month

ClearAction

Customer Experience Management: Progress & Aspirations : Ingrid Lindberg ‘s specialty is B2C CXM, and Lynn Hunsaker ‘s specialty is B2B CXM. Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table.

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. The future of customer experience is decided. Isn’t it? Probably not.

6 Ways to Use B2B Customer Success Solutions to Crush the Competition

B2B Customer Service Blog - TeamSupport

But, what happens when a competitor comes for one of your key accounts? Don’t just make flashy videos because you saw some on a B2C self-service site, instead create in-depth guides that require little to no assistance so your customers can successfully leverage them at all hours of the day. Competing in the business world can create excitement.

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Do Customers Experience Your Internal Collaboration — or Lack of It?

ClearAction

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. The lines of business must feel that they are as accountable for that as everybody else. Account Teams in B2B Customer Experience: Help Me Help You.

Customer Experience and Customer Success: What's the Difference?

CX Journey

Image courtesy of Pixabay Time to tackle another differentiation! Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success.

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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003.

Double Your Sales with Awesome Live Chat Upselling Techniques

Comm100

With this feature, customers can opt to share their Facebook or Google+ accounts. Or if your company is B2C, you can ask what the customer’s favorite item of clothing is or what size she wears, that way your mind is primed to think of relevant upsell opportunities.