ijgolding

JULY 27, 2016

Back in 1999, the concept of the ‘customer journey’ did not really exist. However, even then, GE were the masters at understanding end to end ‘processes’ as well as the importance of customer centricity. The post Find, Win, Keep: A simple customer centric business strategy appeared first on IJ Golding.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Quality Contact Solutions

JANUARY 27, 2022

This is one of the more common techniques to increase the overall value of an account. These accounts already have the main product or service, and the cross-sell is an add-on item that will increase the total amount of the account. Let’s talk about cross-selling. How a Partner Can Help You Increase Sales.

Sales 98

Sales Upselling B2C Best practices 98

customer sure

JUNE 19, 2022

In business-to-business environments, an Account Manager might be responsible for certain clients, and they should receive and respond to the feedback. This might also be the case in B2C situations where some customers or segments are regarded as ‘the most valuable’ and require personal account management.

Feedback 62

Feedback B2C Morale Customer centricity 62

C3Centricity

JULY 27, 2021

Very little has been written on keeping and serving existing customers. Other industry research states reasons why accounts churn. It is a breakdown in account service, the account is not being serviced at a level of their expectations. Very seldom is the reason for defection price, no matter what the sales reps tell you.

B2C 71

B2C B2B Accountability Sales 71

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

Education 59

Education Accountability Customer retention Journey mapping 59

Satrix Solutions

JUNE 15, 2020

We understand the unique considerations that should be made when measuring NPS for B2B organizations compared to B2C. We have seen that customers in some industries are tougher scorers, causing certain companies to struggle to achieve high scores.

Benchmark 78

Benchmark B2C Surveys B2B 78

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 65

B2C Finance Customer centricity B2B 65

Customer Guru

MARCH 22, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

B2C 63

B2C Finance Customer centricity B2B 63

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 4: Place self-service at the core of a Customer Engagement Hub.

Self service 95

Self service Enterprise Customer effort Multichannel 95

C3Centricity

JUNE 2, 2021

It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. Pricing #B2B #B2C Click To Tweet. A customer will typically not switch vendors for a “me too” supplier unless there is value to doing so. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet.

B2B 78

B2B B2C Marketing Consulting 78

HGS

MAY 22, 2018

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. Ultimately, as a virtual extension of healthcare client operations, these partners will carry the customer-centric solution thinking that has led other industries to CX success.

Healthcare 100

Healthcare B2C Government Analytics 100

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

Nicereply

NOVEMBER 27, 2023

Here’s how it compares to other key customer experience metrics: CSAT vs NPS (Net Promoter Score) : NPS measures the likelihood of customers recommending your brand to others. CSAT vs Customer Effort Score (CES) : CES focuses on how effortlessly customers can accomplish their goals with your brand.

Metrics 59

Metrics Surveys Analytics Feedback 59

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

ChurnZero

JANUARY 4, 2024

“The landscape of customer success will shift significantly, with a heightened emphasis on commercialization,” says Growth Molecules founder and managing partner Emilia D’Anzica. It’s all about making our customer interactions smarter and more tailored – and I think that’s fantastic!”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Peter Lavers

JUNE 29, 2017

Anybody who knows me knows that I am passionate about seeing and managing the customer experience as a business system which is why I want to share with you six benefits for co-creating your own CM Model. the CRM system, digital channels, marketing, culture, sales-through-service, ease of doing business, etc.)

Management 79

Management Benchmark B2C Banking 79

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Answer Dash

OCTOBER 15, 2018

One of my top takeaways from these discussions is the growing importance of formulating and managing marketing campaigns on a far more granular and customer-centric level. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

PeopleMetrics

FEBRUARY 25, 2022

Some touchpoints (like calling your support line to ask questions) involve customer service while others (like using your website to learn more and make a purchase) do not. An effective strategy takes both types of touchpoints into account, including those that do not involve direct interactions between customers and your employees.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Customer Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. 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.

B2C 48

B2C B2B Customer Experience Best practices 48

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. What is customer success software, and why use it?

Management 52

Management CRM Analytics Customer retention 52

Infinity

NOVEMBER 29, 2018

Create customer-centric content. Ideas that are new, but also more likely to resonate with your customers as, light bulb moment, they’re the ones who wrote it. Your brand’s social accounts are lighting up brighter than the Blackpool tower. It’s a huge success for both your brand and your customers. Forget me not.

Marketing 45

Marketing B2C Customer centricity Surveys 45

C3Centricity

NOVEMBER 4, 2020

Ecommerce accounts for 16.1% Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. Here are some thoughts about what is important to know when trying to meet our stay-at-home customers’ changing desires: FROM TEXT TO VOICE. CEX #CRM #Customer Click To Tweet.

Chatbots 71

Chatbots Marketing Analytics B2C 71

Lumoa

OCTOBER 31, 2018

Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. It will also be thrilling to see how UX, customer centricity and empathy will be connected to the field of AI. Also, companies really need to transform their structures to reflect customer centricity.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Amity

JANUARY 30, 2019

If you have a more complex product to setup or if there is a heavy lift required to implement your product (importing large amounts of data is a common need) then you may want to consider giving customers the option to pay for additional services to help. Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Annette Franz. Ashna Patel. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

C3Centricity

AUGUST 2, 2021

If your product does not perform according to your specifications or breaks down too often, the account will find another supplier. The relationship will not deepen, and in fact might eventually be terminated. Quality is an ante to play the game. We had a client who moved their production overseas to reduce costs and increase margins.

CRM 71

CRM Enterprise Marketing Accountability 71

CrazyCall

OCTOBER 2, 2019

If that’s not the case then you have to start asking your customers what they would like to get help with. It might seem awkward or unprofessional to ask your own customers but, lo and behold, they will highly appreciate your effort. Start with high-paying and long-lasting accounts. Put to use customer feedback.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

ijgolding

JULY 11, 2018

Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in the benefits of applying the science that can turn customer centricity into a sustainable reality.

Customer Experience 12

Customer Experience Customer centricity B2C B2B 12

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. upselling to the most loyal customers) Process changes (e.g. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

aircall

JUNE 30, 2021

That means that companies within this space must work extra hard to provide an excellent customer experience if they want to hold on to their market share. Companies geared toward providing professional services have a much longer sales cycle than B2C companies. As a result, their customer acquisition costs are also higher. .

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

JUNE 29, 2022

So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. How can you ensure a positive enterprise customer experience that enhances productivity and innovation? Customer experience is the most important facet of any business. Invest in Customer-Centric Technologies.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. upselling to the most loyal customers) Process changes (e.g. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

ijgolding

NOVEMBER 13, 2018

VoC has been an invaluable tool in the B2C for many years. Today, it’s just as important for B2B businesses to be customer-centric. An outdated view would be that retail customers require more consideration when it comes to dealing with complaints and feedback. WHY VOC WORKS WELL FOR B2B.

B2B 74

B2B B2C Finance Automotive 74