Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C. People to follow.

B2C 138

B2C B2B Customer centricity Analytics 138

Peter Lavers

SEPTEMBER 6, 2018

The common denominator in Peter’s diverse projects is always ‘customer’, which has enabled him to add value in numerous sectors, including banking, insurance, engineering, automotive, retailing, industrials, outsourced IT, technology, telcos, wholesale food, manufacturing, franchising, luxury, public, education and utilities.

Customer Service 100

Customer Service Automotive B2C CRM 100

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Business-to-consumer (B2C) brands have taught their customers to expect quick issue resolutions through apps and social media outreach. You know this.

B2B 56

B2B Personalization Customer Support B2C 56

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. 4) Where customers and experience are concerned, think ‘human’, i.e. TD Bank’s “Bank Human Again” marketing campaign.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Beyond Philosophy

JUNE 21, 2015

Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs. In other words, when it comes to your employees, maybe it’s time you started thinking like a Virgin.

Customer Experience 400

Customer Experience B2C Banking B2B 400

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. An excellent example of an organization which drives customer and employee advocacy through social engagement is TD Bank. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Banking 150

Banking B2C Consulting Consulting 150

Quality Contact Solutions

JULY 31, 2020

Commercial Banking Appointments – The QCS team knows how to set well-qualified appointments. From pinpointing the small and medium business owners that match your bank’s service offerings to crafting a message that compels action, we know how to set appointments that will drive more business to your bank.

Telemarketing 98

Telemarketing Automotive B2B Healthcare 98

ShepHyken

JUNE 23, 2017

Promotions, proactive invitations and live chat work well both in B2C and B2B e-commerce environments, as they can be tailored to your organization’s products. Here in the UK we have just had three bank holidays and have another just around the corner. Lead Generation. Offline Forms.

Banking 192

Banking B2C Advertising B2B 192

Comm100

NOVEMBER 2, 2020

Industry: Banking and finance. A chatbot is the ideal companion to a home buyer’s journey with a bank. The bot can even provide personalized service to the bank’s clients. For more examples and inspiration of how chatbots can be deployed in banking, take a look at the Top 15 Ways for Banks to Use Chatbots.

Chatbots 58

Chatbots Customer Service Banking Healthcare 58

SmartKarrot

JUNE 2, 2022

Customer experience is crucial for any B2B SaaS business. Any B2B SaaS business must keep the customers with the business with a good customer experience. While B2C brands offer a great customer experience, B2B companies need to meet higher expectations around customer experience. Like what you are reading?

B2B 10

B2B Customer Experience B2C Banking 10

Hero Digital

APRIL 8, 2020

Originally a B2B e-commerce site, Alibaba was in the middle of pivoting to B2C to compete with eBay. In weeks, founder Jack Ma’s team completed Taobao, their B2C marketplace. Instead of merely offering online services and apps, can banks begin using their digital experiences as differentiators ? CASE STUDY.

Banking 104

Banking B2C Healthcare B2B 104

delighted

FEBRUARY 9, 2021

Since we’re a B2B business with an app, it makes total sense that the iOS SDK channel would be a great way for us to gather NPS feedback. Retail banks, for example, find it helpful to survey their customers by segment, so that the responses of their most profitable clients aren’t drowned out by those who are only marginally profitable.”

Surveys 76

Surveys B2C B2B Feedback 76

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. No need to hurt their feelings if you want them to stay loyal to your brand. Companies have their strategies on how to deal with complaints, feedback, etc.

Technology 52

Technology Customer Service Chatbots B2C 52

Quality Contact Solutions

JULY 31, 2020

Commercial Banking Appointments – The QCS team knows how to set well-qualified appointments. From pinpointing the small and medium business owners that match your bank’s service offerings to crafting a message that compels action, we know how to set appointments that will drive more business to your bank.

Telemarketing 52

Telemarketing Automotive B2B Healthcare 52

ClearAction

DECEMBER 27, 2017

. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. ” CEO-Driven.

Customer Experience 54

Customer Experience B2B Banking Journey mapping 54

TechSee

APRIL 2, 2019

Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms. The visual dimension – the means by which ordinary people could relate to AI – was always lacking. We’re all more protective of our data these days, with identity theft still a hot-button issue.

Contact Center 174

Contact Center Average Handle Time B2C Banking 174

Peter Lavers

JUNE 29, 2017

I have previously blogged about the business systems for B2B, B2C, Public and Voluntary Sectors being fundamentally different, you can read it here: The value of systemic management in the customer experience. . Take a look here at two models we created for the Auto and Banking industries. .

Management 79

Management Benchmark B2C Banking 79

delighted

SEPTEMBER 8, 2021

I spent my first seven years in sales at a Fortune 50 bank and then moved into customer service. He has worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and D2C e-commerce. Read the full FIGS case study here. Can you tell us how you got started in customer experience?

Customer Experience 93

Customer Experience Healthcare B2C Sales 93

SmartKarrot

MAY 13, 2022

Digital disruption affects every industry and every business, including B2B companies. Do you know what impact digital disruption can put on B2B companies? To make sure we are on the same page, let us first describe what we mean when we talk about technology bringing disruption to B2B companies. Like what you are reading?

B2B 10

B2B Advertising B2C Technology 10

ProProfs Blog

JANUARY 30, 2020

Retail banking customers who are fully engaged bring 37% more annual revenue to their primary bank than actively disengaged customers. According to this customer engagement statistic, correct engagement strategies in the retail banking sector can also result in an increase in annual revenue. Source: Gallup ) Tweet this.

B2B 204

B2B Banking Personalization Employee engagement 204

Comm100

SEPTEMBER 28, 2021

The existing channels that LMCU had in place included phone, email, and online banking, and they wanted a modern solution to let customers connect more flexibly. Many credit unions are behind in digital transformation, and within the banking and credit union sector, live chat adoption is just below 60%. Live chat can be very personal.

Customer Service 89

Customer Service Chatbots Banking B2C 89

360Connext

MAY 3, 2022

And yes, this happens in business to business (B2B) and B2C. For example, a bank identified a market shift and understood their branch experiences had to change. They’ve disrupted markets not because of product but because of experience. They blew up the paradigm. That’s what experiential innovation can lead to.

Journey mapping 72

Journey mapping Customer Experience B2C Best practices 72

Method:CRM

OCTOBER 1, 2018

Much like sales books , podcasts allow sales professionals to learn directly from industry experts, without breaking the bank on conference fees. B2B Growth Show (James Carbary). This means you should aim to listen to podcasts focused on B2B sales rather than B2C sales.

Sales 65

Sales B2B B2C Entertainment 65

Joe Rawlinson

MAY 17, 2017

Promotions , proactive invitations and live chat work well both in B2C and B2B ecommerce environments, as they can be tailored to your organisation’s products. Here in the UK we have just had three bank holidays and have another just around the corner. Lead Generation. Offline Forms.

Banking 79

Banking B2C B2B Surveys 79

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. . Not so fast. .

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Call Center Weekly

SEPTEMBER 11, 2018

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. Amazon has a fantastic turnkey return policy, AMEX overnights cards, Chase Bank fraud protection has zero friction, but I also think back to one of my first jobs as a cashier at the Ace Hardware in Fargo, ND.

B2B 235

B2B Customer Experience B2C Banking 235

CSM Magazine

MAY 30, 2016

For example, in B2B customer experience management , there is quite a moderate scale of customers (obviously, not B2C-ish millions and millions), so delegating this mission to sales or account managers won’t seem odd. In his spare time, Denis is a keen motorcyclist, tennis player and volunteer.

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

Tethr

MARCH 22, 2021

This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations.

B2C 111

B2C Sales Inbound sales Upselling 111

NobelBiz

JULY 8, 2020

A June 2020 forecast by Global Economic Prospects, cited by the World Bank, shows a 5.2% How does B2C compare to B2B in this new environment? contraction in global GDP in 2020. The same article projects a “multi-decade trend of slowing potential growth and productivity growth.”

Government 52

Government B2C Contact Center Finance 52

Horizon CX

JULY 1, 2013

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution. No here’s where it gets interesting.

B2C 40

B2C Banking Customer advocacy Accountability 40

Beyond Philosophy

FEBRUARY 21, 2016

As regards both b2b and b2c customer-supplier relationships, lack of confidence and belief is driven by insecurity and egotism, and ability to be confident is based on feelings of safety and acceptance. Retail banking, in particular, has seen both success and failure because of customer trust. Power annual studies).

Banking 170

Banking B2C B2B Consulting 170

Eptica

FEBRUARY 7, 2018

Self-service also brings efficiency savings to brands - the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and over $13 for a B2B company. For example, banks scored 82% as a sector, while entertainment retailers answered an average of 49%.

Self service 49

Self service B2C Entertainment Best practices 49

ClientSuccess

JUNE 19, 2019

It will surely get your brain and bank account working overtime. In sum, every company, big or small, online or offline, B2B or B2C, local or global, needs to rethink their customer strategies and rewire it to a more user retention-focused one. Closing Thoughts.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

ijgolding

NOVEMBER 13, 2018

For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. VoC has been an invaluable tool in the B2C for many years.

B2B 74

B2B B2C Finance Automotive 74

ChurnZero

FEBRUARY 1, 2019

A role in which she oversaw implementation at several banks and mortgage lenders. Chad is the VP of Customer Success at SaaSOptics and is a veteran of the SaaS industry with over 20 years of experience in delivering successful outcomes and forming strong B2B customer and partner relationships.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

SmartKarrot

MAY 28, 2020

The volume of sales depends on if it is for B2B or B2C customers. The B2B products are more sensitive towards customer churn because of the incredibly lower volume than B2C. The journey of customer acquisition is longer in B2B because of all the considerations businesses make before buying a product.

Benchmark 10

Benchmark SaaS B2C B2B 10

Dialer 360

DECEMBER 14, 2018

Evaluating B2C Telemarketing. You have understood the type of service B2B telemarketing companies providers. The data bank is used to read into the buying patterns of the customer as well. It can also use for the market research. This also uses simple to collect accurate information to employ. They also figure out methods.

Telemarketing 20

Telemarketing B2C Call Center Sales 20