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. In other words, they are marketing their services to humans. Here are four of them.

B2B 156

B2B Customer Service B2C Advertising 156

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.

B2B 105

B2B Customer Support Self service Big data 105

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.

B2B 82

B2B Marketing Customer centricity Customer advocacy 82

C3Centricity

MARCH 21, 2024

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! years), with B2B companies (4.4 And that is to develop a CMO Strategic Growth Blueprint that includes reimagining market research and how data and information is used.

Marketing 62

Marketing B2C B2B Consulting 62

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?

B2C 90

B2C B2B Customer Experience Government 90

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. It is not Marketing “fluff” and definitely not the IT system!

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ShepHyken

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

Customer Service 221

Customer Service Customer centricity B2B Contact Center 221

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.

B2B 98

B2B Airlines Sales Customer Support 98

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.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

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.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

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.

B2B 71

B2B Sales Best practices voip 71

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer centricity 40

Customer centricity Marketing Feedback Customer advocacy 40

Peter Lavers

APRIL 20, 2021

Building B2B trust for more customer-centricity. You can read the article by clicking here.

B2B 130

B2B Customer centricity Customer Experience CRM 130

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. Lack of a real customer strategy. Changes in senior sponsors.

Customer centricity 100

Customer centricity B2C B2B Marketing 100

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. This is despite years of CRM and customer experience thinking!

Customer centricity 100

Customer centricity Finance CRM Metrics 100

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.

Customer centricity 73

Customer centricity B2B Enterprise Marketing 73

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience Benchmark 76

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.

B2B 52

B2B Sales B2C SaaS 52

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.

B2B 78

B2B Feedback Consulting Consulting 78

JivoChat

FEBRUARY 17, 2022

Developing strategies to learn how to sell SaaS B2B can be challenging. First, it’s fundamental to understand the differences in dealing with a market that is focused on selling services to companies. The selling plan can’t be the same as one that is made for the B2C market (business to consumers). .

B2B 52

B2B SaaS B2C Sales 52

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.

Customer centricity 54

Customer centricity Sales Entertainment Government 54

ProProfs Blog

MARCH 28, 2019

Strangely, for some reason, you can’t increase your market share and move forward. If you’re facing this problem, a common reason for this outcome is the marketing message that fails to resonate with potential customers. The only way to do this, obviously, is customer-centric copywriting. Educate your Customers.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

ShepHyken

MAY 28, 2023

In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy. Here are my top five picks from last week.

Customer Service 162

Customer Service Customer centricity B2C Government 162

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.

B2B 62

B2B Enterprise Best practices Upselling 62

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Peter Lavers

NOVEMBER 16, 2020

The links between customer and staff satisfaction, ease of working/doing business, and advocacy are very well established, and yet the programmes to understand and manage these are all too often divorced within the organisation. It’s another example of silo working and business management that is not customer centric.

B2B 130

B2B outsourcing Customer centricity Consulting 130

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. Are you looking to enhance ways of marketing your products? Checking in on customer service objectives?

B2B 73

B2B Surveys Customer centricity Construction 73

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?

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

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.

B2B 52

B2B Education Customer centricity Surveys 52

C3Centricity

DECEMBER 1, 2020

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” ” In it, I compared the positive and negative implications of technology for customers and companies alike. Smart Marketing is Responsible Marketing.

Marketing 71

Marketing Big data Customer centricity B2C 71

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.

Self service 64

Self service B2B Customer Support Customer centricity 64

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. These lessons are applicable to the B2B world, as well. The message is clear and powerful! Also, this article isn’t just for the B2C world.

Customer Service 194

Customer Service B2B B2C Personalization 194

ShepHyken

NOVEMBER 11, 2019

3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty.

Customer Service 224

Customer Service Customer centricity B2C B2B 224

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

B2B 91

B2B CRM Enterprise Upselling 91

TeamSupport

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. It’s easy to miss the new B2B buyer demands. Deconstruct internal silos . For example.

SaaS 175

SaaS Customer Experience B2B Feedback 175

Answer Dash

MAY 27, 2018

More than price or product quality, experience will soon be the biggest differentiator for getting customers, even in the B2B space. A shifting landscape means B2B buyers now have the power. That means B2B companies need to focus on creating a great experience where customers choose to do business with them.

B2B 58

B2B Customer Experience Education Customer centricity 58