Peter Lavers

SEPTEMBER 6, 2018

As a business consultant and trusted adviser he has had the privilege of working with businesses around the world, engaging stakeholders to implement actionable improvements that make a difference to customer experience and value/efficiency. and is an IBM Futurist and SAS Collaborator. He doesn’t just write and blog, though!

Customer Service 100

Customer Service Automotive B2C CRM 100

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

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

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

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

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. No need to build a custom IT solution from scratch with such a variety of packaged, SaaS CRMs on the market.

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

ClientSuccess

JUNE 19, 2019

It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Shocker, right? Automated Marketing for Augmented Engagement. Closing Thoughts.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

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

ClearAction

MAY 28, 2015

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. Q: Can companies turn their customer experience reputation around? A: Absolutely.

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

ChurnZero

FEBRUARY 1, 2019

A role in which she oversaw implementation at several banks and mortgage lenders. Previously to Roostify, Jesse delivered advisory services to clients in sectors including financial services and Telcom fields for consulting firms such as Booz Allen Hamilton. Jesse holds an MPA from Princeton, and a B.S. from Northeastern University.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

ClearAction

AUGUST 21, 2016

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. An example is Suntrust Bank , who saw the financial meltdown in 2008 as an opportunity to see how they could rebuild trust with their customers. appeared first on ClearAction Customer Experience Consulting.

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

Nicereply

JUNE 20, 2019

One of the largest banks in Nigeria integrated Live Video Chat and co-browsing in order to enhance its inbound support requests KPIs. Sam Makad is an experienced writer and marketing consultant. Co-browsing also aids companies to reduce cost while boosting customer satisfaction. How did you like this blog? About the Author: .

Marketing 77

Marketing Chatbots B2C Self service 77

Netomi

FEBRUARY 28, 2022

Speaking of simple and secure access for all, in December of 2021, Cynthia and her team announced a yearlong pilot project – a partnership with Colombia’s largest bank, Bancolombia, to provide an initial cohort of customers with a seamless on- and off-ramp to trade bitcoin and other currencies through the Gemini exchange. “We

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

RichCall

SEPTEMBER 13, 2017

Evan Kirstel , Social media innovator and B2B marketer. Blair Pleasant , analyst and consultant about Unified Communications. have bots that provide health related consultations based on images and symptoms. With IoT, presenting a single view of the data becomes easier whether you are a B2B or B2C company.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And I saw no downside in that business model, so I decided to take the leap out on my own, away from the corporate environment and start my own consulting company. I find it so interesting, Michele.

Contact Center 52

Contact Center Real estate Customer Service Self service 52