PeopleMetrics
JUNE 4, 2019
Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.
ShepHyken
JUNE 5, 2017
Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. Top Five Bonus.
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Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Southwest Airlines could offer first-class seating, but they don’t. 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.
ShepHyken
OCTOBER 14, 2016
What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication. The Royal Dutch Airlines, for example, now allows you to manage your entire booking via Facebook Messenger. Other giants like WeChat and Telegram are already quite open.
Beyond Philosophy
JUNE 7, 2016
Maybe Merriam-Webster thinks that lagniappe has caught on, but customers would be hard-pressed to find it consistently in experiences they receive from most b2b and b2c organizations. Chip has written that “We are reaching the limits of value-added service (taking what customers expect and adding more). It is time for value-unique.
Beyond Philosophy
JULY 5, 2016
Accueil can be seen in transactions and relationships with companies like Southwest Airlines, Trader Joe’s, and USAA. B2b and b2c consumers trust humans more than companies or institutions. It sets up as a major distinction with most Theory X, micromanaged, repressive cultures and array of customer processes.
GetFeedback
JULY 19, 2019
B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. Consider JetBlue, one of the leading airline carriers in the U.S., The airline tracked this back to a lack of amenities for early morning travelers. Some are calling CX the new marketing, others are calling it the new brand.
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