Making Customer Centricity a Reality
Peter Lavers
MAY 4, 2021
I am delighted to announce that I will be participating in the next Customer Attuned Online Panel Discussion. Our subject for discussion will be Customer Centricity.
Why your business isn’t customer centric
TeamSupport
SEPTEMBER 6, 2022
Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? Never even heard of customer centricity? 86% of customers are willing to pay more for a better customer experience.
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Collaborating for Success: B2B Customer Experience Agency and Lumoa
Lumoa
APRIL 3, 2023
We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service. Find out more about how we can help you.
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What Does Customer-Centricity Even Mean?
TeamSupport
AUGUST 2, 2022
Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? As stated above, being truly customer-centric requires always putting customers at the center of the business.
Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Whether via chat bot, email, or social media, every customer should have the same opportunity to resolve their queries. In this webinar, Michael McMillan, a CX expert with extensive experience in both B2B and B2C markets, will help you transform your customer journey and elevate company outcomes by evaluating key aspects of your CX strategy.
What Does Customer-Centricity Even Mean?
TeamSupport
AUGUST 2, 2022
Take being customer-centric , for example. Just because a business declares that they are customer-centric and therefore always put their customers first, does that make it true? As stated above, being truly customer-centric requires always putting customers at the center of the business.
B2B Customer Service vs. Customer Success
Totango
MARCH 4, 2022
B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? App integrations.
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5 Top Customer Service Articles of the Week 6-7-2021
ShepHyken
JUNE 7, 2021
Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.
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B2B Customer-Centric Strategies
Natalie Petouhof
JUNE 27, 2017
Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. This is why the emerging battle in B2B will be fought on the smart combining of digital and non-digital transformation to improve customer experience.
Top 5 Customer Service & CX Articles for Week of April 1, 2024
ShepHyken
MARCH 31, 2024
According to the authors, “While the private sector has found that keeping customers at the center of their operations improves their overall performance, similar realization is taking root in governments.” My Comment: What is customer science? This was a new term for me, and it probably is for you, too.
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Three Steps to a Winning B2B Customer Experience Plan
Totango
FEBRUARY 11, 2022
Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.
B2B 107
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5 Tips to Build a World-Class B2B Customer Support Organization
TeamSupport
MARCH 23, 2021
According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits.
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Mark Hollyoake gains his Doctorate on B2B Trust
Peter Lavers
JANUARY 30, 2020
Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust. He undertook his Doctorate at Southampton University, focusing on Trust as a dynamic within B2B customer and intermediary relationships.
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B2B Has Its Own CX Challenges
Anexa BPO
FEBRUARY 17, 2023
In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation.
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Top Five Obstacles to Customer Centricity #1 Silo’d Organisations
Peter Lavers
JULY 6, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. B2B is much more about long-term relationship quality. Public Sector.
Top 5 Customer Service & CX Articles for the Week of June 12, 2023
ShepHyken
JUNE 11, 2023
B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. This means B2B firms should also focus on customer experience.
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What Are the Three Pillars of B2B Customer Support for Fintechs?
CSM Magazine
MAY 16, 2023
More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. This confirms that quality customer service and brand recognition go hand in hand.
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How Customer Experience Differently Affected B2B and B2C?
OctopusTech
MAY 10, 2019
As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. By using different methods and strategies, whatever customer experience or CX you gain affect your business differently. How CX act differently for B2B vs B2C?
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Attention B2B Players: Omnichannel is Here to Stay
Anexa BPO
OCTOBER 11, 2022
As with most other business models, B2B companies were hit hard by the pandemic and were forced to pivot to a remote model while sales reps were confined to their home offices. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.
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CX Magazine Article
Peter Lavers
APRIL 20, 2021
Building B2B trust for more customer-centricity. You can read the article by clicking here.
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7 Steps For Taking Your Organization From Customer-Centric To Customer-Powered
Influitive
MAY 30, 2019
If you work in B2B, then you probably hear the terms “customer-obsessed,” “customer-centric,” and even “customer-powered” used interchangeably on a day-to-day basis. The post 7 Steps For Taking Your Organization From Customer-Centric To Customer-Powered appeared first on Influitive.
3 Reasons Why Your B2B Business Needs Live Chat In 2022
TeamSupport
DECEMBER 21, 2021
The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age.
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How to Create Amazing Customer Experiences in 2024
ShepHyken
JANUARY 2, 2024
Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Quotes: “What’s happening inside an organization is felt on the outside by its customers.”
5 Top Customer Service Articles For the Week of October 26, 2020
ShepHyken
OCTOBER 26, 2020
Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. For those solely focused on customer service and experience, pay attention to the comments about AI, chatbots and virtual assistants. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.
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Evaluating Your B2B Sales Prospecting Strategy
aircall
JANUARY 4, 2021
The process for developing a B2B sales prospecting strategy is vastly different than what many long-time salespeople grew accustomed to over the span of their careers. Something that hasn’t changed is that sales prospecting is still an important and necessary part of B2B sales growth. The Importance of a B2B Sales Prospecting Strategy.
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B2B Sales Strategy: A Guide to Woo Modern-Day Buyers
JustCall
NOVEMBER 24, 2022
B2B sales strategy has come a long way from the time of networking at trade events or rattling off pitches while cold calling. Almost a decade ago, Accenture brought to light how a shocking 94% of B2B buyers conduct online research before making a purchase. All that’s changed are the B2B buyer’s expectations.
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Top Five Obstacles to Customer Centricity #4 Multi-channel Journey
Peter Lavers
AUGUST 2, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. journey or isn’t managing it well”. journey or isn’t managing it well”.
How to Select a B2B Customer Lifecycle Management Solution
Totango
MARCH 27, 2020
How do you address, much less predict, your customers’ needs and goals as they naturally grow and evolve over time in order to foster a lasting connection? Good B2B Customer Lifecycle Management (CLM) solutions set both you and your customers up for long-term success.
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Top Five Obstacles to Customer Centricity #3 Numbers Focus
Peter Lavers
JULY 28, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.
Top Five Obstacles to Customer Centricity #2 Stalled Customer Programmes
Peter Lavers
JULY 13, 2016
This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. then please complete our short survey – it is quick and easy to complete.
Customer Centric Sales & Service Policies
ClearAction
DECEMBER 13, 2017
Customer Centric Sales & Service Policies Lynn Hunsaker. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they’ve earned widespread admiration among customers, as well as among executives across a variety of industries who’ve sought to learn from them.
The Best Customer Retention Strategies in B2B for 2020
Totango
MAY 5, 2020
These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.
5 Considerations For Your B2B CX Program In 2020
Satrix Solutions
FEBRUARY 12, 2020
Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers.
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5 Golden Rules for Customer-Centric Copywriting Your Support Reps Should Use
ProProfs Blog
MARCH 28, 2019
The only way to do this, obviously, is customer-centric copywriting. Your customer support team may even plan to use a help desk software to resolve customer queries on time and delight them. Quick Navigation – Five golden rules for writing customer-centric copy. Being Customer-Centric Matters.
The Best B2B Client Expansion Strategy
Totango
JULY 24, 2020
Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. You generate additional resources by proactively providing your customers with additional value.
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3 vital B2B findings from Dimension Data’s 2019 CX Report
Peter Lavers
JANUARY 30, 2019
Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Please CLICK HERE to read the full blog, which is published on our sister company Customer Attuned’s website.
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How Best to Create a B2B Customer Survey
ChurnZero
MARCH 29, 2019
How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. How Customer Success Can Catalyze Customer-Centric Change. Customer Success Around the Web.
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How to Sell SaaS B2B: Strategies to Help you Succeed
JivoChat
FEBRUARY 17, 2022
Developing strategies to learn how to sell SaaS B2B can be challenging. The first step to planning your marketing strategies on how to sell SaaS B2B is identifying who is your target audience, and, then, researching them to create buyer personas. But, in terms of B2B SaaS, that’s different. . Know Your Target Audience.
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52 10 Advocate Marketing Success Stories Every B2B Brand Can Learn From
Influitive
OCTOBER 1, 2017
Every year, we honor 10 customer-centric B2B marketers with the Best Advocate Marketing Awards (also known as the BAMMIES). Below, we’re featuring.
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Three Ways B2B Brands Can Promote Experience Programs Internally
inmoment
AUGUST 4, 2020
Experience programs enable B2B brands to listen to clients, gather intelligence from employees, and attain a holistic understanding of where they fit in the marketplace. Well, as any customer experience (CX) practitioner knows, it’s not that simple. At face value, pitching an experience program internally may sound like a no-brainer.
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Joined up Voice of Customer and Staff Studies
Peter Lavers
NOVEMBER 16, 2020
It’s another example of silo working and business management that is not customer centric. It is never more so as important as when it comes to trust within B2B relationships. It has resulted in a ground-breaking redefinition of B2B trust: “ The willingness to be vulnerable to another party and the decision to engage in.
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6 Simple, Powerful Tools for B2B Sales Management
PeopleMetrics
JUNE 22, 2015
Email is still a smart and useful method of communication in the B2B sales world. is a great predictive sales technology that helps you understand how your buyers feel throughout the B2B sales experience. Rather than a closed-lost/closed-won survey, it provides real-time understanding of your prospects during their B2B buyer's journey.
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Part 2: Omnichannel Self Service for B2B Customer Support
TeamSupport
APRIL 6, 2021
Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options.
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Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences
Kayako
JANUARY 24, 2018
Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Becoming customer-centric will be the goal of most businesses this year. What will make a business more customer-centric than the next one?
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