Beyond Philosophy

FEBRUARY 16, 2015

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention. How does paid advertising compare to WOM in driving results? How do offline WOM and online WOM compare?

Marketing 398

Marketing Advertising B2C Customer advocacy 398

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Committing to customer experience: applying the concepts.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

AUGUST 30, 2016

Fully allocated costs may well show that the profit in a transaction with a customer that comes back voluntarily may be 10 times the profit realized from a customer that responds to advertising and other persuasion.” This quote appeared in Customer Retention (ASQ Press, Milwaukee, WI, 1995, p.

B2C 150

B2C B2B Customer advocacy Consulting 150

Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Advertising Age and other A-list publications.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ChurnZero

FEBRUARY 1, 2019

Gregg is a battle-tested Customer Success professional with over 15 years of experience in roles at K2 Sports, Tableau, AnswerDash, and Rightside. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip. Dave Ginsburg, Chief Customer Officer, UserTesting.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior.

B2C 341

B2C B2B Wireless Customer centricity 341