Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

APRIL 3, 2016

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? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

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? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). When we did some analysis, we found that the sales team knew 80 percent of their revenue came from 20 percent of their accounts.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

Beyond Philosophy

AUGUST 30, 2016

And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior. As a core performance metric, customer advocacy is very much alive and well in both B2B and B2C products and services. And, what is the most actionable way to measure it?

B2C 150

B2C B2B Customer advocacy Consulting 150

Lumoa

MARCH 12, 2023

Lumoa provides support and customer success managers, but no in-house consulting unit that other more expensive solution can afford. Its top features include sentiment analysis, text and speech analytics, personalized insights, real-time feedback, and machine learning. Price: Consultation needed. Price: Consultation needed.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Marketing 186

Marketing Banking B2C Consulting 186

Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. With good insight and analysis, you can identify and implement activities aimed at new opportunities for growth, cost savings and increased customer satisfacfation.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Beyond Philosophy

MAY 24, 2016

Ambassador, a word-of-mouth marketing company in Detroit, has identified other key b2c consumer trust and informal communication statistics: – 68% of consumers trust online opinions from other consumers (Nielsen). – 74% of consumers identify word-of-mouth as a key influencer in their purchasing decisions.

B2B 236

B2B Government B2C Consulting 236

Satrix Solutions

MAY 13, 2021

B2B companies that survey their customers have a unique advantage compared to B2C companies because they can leverage a rich database of customer information and relationships, whereas B2C companies may have hundreds of thousands or millions of customers that they don’t know personally. Go beyond multiple-choice questions.

B2B 78

B2B Surveys B2C SaaS 78

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Banking 150

Banking B2C Consulting Consulting 150

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. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

JULY 5, 2016

B2b and b2c consumers trust humans more than companies or institutions. Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Connecting the Dots

DECEMBER 1, 2021

There are three critical intermediate steps that CCMC has found important to getting both buy-in AND action: Granular issue identification with rigorous analysis of strategic solutions. Analysis tied to the granular issue level, not the overall CX level, presents action opportunities and can prompt action. Harper Collins, 2015. [3]

B2C 62

B2C Advertising B2B Metrics 62

C3Centricity

JUNE 2, 2021

Look at ERP (Enterprise Resource Planning) systems that can cost millions upfront over the first few years with consultants and implementation. I have been privy to many research and consulting proposals. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet.

B2B 78

B2B B2C Marketing Consulting 78

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Taylor Reach Group

NOVEMBER 21, 2019

In another recent engagement, for an in-house Business to Consumer (B2C) operation, TRG uncovered different issues that also surprised senior management. How would your center fare in a similar analysis? A large Business Process Outsourcer (BPO) recently engaged TRG to help address these challenges in new and creative ways.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

JustCall

FEBRUARY 11, 2022

B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. For starters, B2B sales take longer to materialize than B2C sales, especially with multiple stakeholders in a company involved. Inside Sales.

Sales 52

Sales B2C call center software B2B 52

ProProfs Blog

DECEMBER 23, 2020

The above-mentioned types of customer segmentation analysis will help you understand which one works best for your business and which one should you opt for first. You can’t rely on one source to collect customer data and complete the B2C customer segmentations process. Lightweight Clustering Analysis. Collect Customer Data.

Marketing 131

Marketing Accountability Feedback Customer Support 131

Up Your Service

APRIL 30, 2017

Because winning with Service today is an essential strategy in EVERY industry, and only those with direct B2C contact like retail, hotels, and restaurants. Why is this worth noting, and sharing? Uplifting Service book review by Daniel Rimmelzwaan. I made a similar comment on my review of Scaling Up.

Technology 75

Technology B2C Government Service level 75

Lumoa

OCTOBER 30, 2017

Many of them are B2B companies but some of them are B2C companies. They use their own resources or consultants to create fancy proposals and compare pros and cons. They don’t easily fall into the trap of analysis paralysis. But some companies manage to kill themselves with analysis paralysis.

Metrics 81

Metrics Customer Experience B2C B2B 81

Answer Dash

OCTOBER 15, 2018

Sixty percent of buyers similarly said they find value in expert content from third-party publications and analysis. That emphasis is only continuing to grow; according to a study by Walker, the consulting firm, customer experience will overtake price and product as the key brand differentiator by the year 2020.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). The advantages of the centralized approach is you have a small group of people whose job it is to get to the root cause of the alert (more on root cause analysis in a future blog post).

Management 78

Management Customer centricity B2C Feedback 78

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Utilize comprehensive CRM software that allows for easy monitoring, analysis, and reporting of lead generation metrics.

Call Center 52

Call Center Scripts CRM Contact Center 52

ShepHyken

SEPTEMBER 7, 2023

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. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

Customer centricity 336

Customer centricity B2C Feedback Upselling 336

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

Consulting 135

Consulting Consulting Metrics Feedback 135

Spearline

AUGUST 29, 2019

Let’s have a look at a few scenarios where telecoms-enabled AR can have an impact: Medical: Telemedicine, as noted above, will benefit from simple consultations to complex collaborative procedures that leverage AR. AR and VR have the potential to reshape the way we interact, whether that be socially, in a B2C context, or B2B.

Telecommunications 56

Telecommunications B2C voip Benchmark 56

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. They could also include customer experience of the purchasing process and any consultation, feedback, and troubleshooting. The need for customer success management is fairly new and fast becoming pertinent.

Management 52

Management CRM Analytics Customer retention 52

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. We do an extensive analysis for each of our sites on how customers have rated us and, as an organisation, are aggressive about turning passives and detractors to promoters.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ClearAction

DECEMBER 27, 2017

To prepare for these workshops, Jeff’s team did a regression analysis of clients’ banking behaviors driven by the sentiment factors uncovered in the ethnographic research. ” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. ” Strategic Focus.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Amarachi Ogueji. Annette Franz. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

aircall

JUNE 30, 2021

Companies geared toward providing professional services have a much longer sales cycle than B2C companies. With a thorough analysis of these metrics, you can obtain a full view of the customer experience. The middle ground of your analysis should be the basis of the customer retention strategies that you implement.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Netomi

FEBRUARY 28, 2022

The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise. Connect with Amanda. Anastasia Zdoroviak – Director Customer Experience, DoorDash. Kristen Hayer – Founder & CEO, The Success League.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

JivoChat

JULY 5, 2021

No matter whether you’re selling kitchen goods to consumers or consulting to businesses, the top e-commerce tools include platforms that let you open up shop and close sales. Work with B2B and B2C Customers: Magento lets you manage both enterprise quotes and customer orders through the same platform. Best E-commerce Platforms.

Advertising 52

Advertising Analytics Sales Enterprise 52