According to Twitter , 60% of leading B2C companies are responding to about 60% of Tweets directed at their service accounts. In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences. MORE
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. MORE
Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
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? However, in most B2B or B2C industries, is simply reducing or eliminating pain points, i.e. meeting experience requirements so that the customer is satisfied, enough? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). Each week I read a number of customer service and customer experience articles from various resources. MORE
My Comment: It’s nice to see an article on CX that is focused on manufacturing and B2B (and not just customer facing or B2C types of businesses). Each week I read a number of customer service and experience articles from various online resources. MORE
According to recent studies covered by B2C , 90% of consumers read online reviews before visiting a business. You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? MORE
During her career she has managed and grown many B2B and B2C client programs. By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust. MORE
This has caused controversy in the B2C world where it has been done clumsily through thinly-disguised paid celebrity endorsement* that actually can damage trust rather than build it. MORE
If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. MORE
Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email. MORE
While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs. MORE
He's a very engaging speaker, and while his focus was very much B2C, I can see relevance here for our space. I'm a regular contributor to No Jitter , and this time around, my focus was on a keynote speaker from the recent BroadSoft Connections conference. Of course, that event was overshadowed by the Cisco acquisition. That development got plenty of coverage, but I wanted to provide a collaboration context around Bonin Bough's talk about hackonomy. MORE
The first, a B2C example, involves a major player in the cable television industry. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. The post When B2B and B2C Key Performance Metrics Flatline…. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. MORE
What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication. MORE
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. . MORE
B2B - Business to Business B2C - Business to Consumer Best PracticesAssuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […]. MORE
And, while the article focuses on B2C, the stages can be found in any business relationship. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. MORE
Depending on the type of business you’re in (B2B or B2C) customer loyalty will be different. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. MORE
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., MORE
This week, our #CXExpert is sharing the 8 Steps he came up with that help businesses, whether B2B or B2C, generate more repeat business time and time again. MORE
This 4th obstacle to customer centricity actually has the highest proportion (19%) of ‘complete agreement’, and remains a significant issue in both B2C and B2B (less so for Public and Not-for-profit Sectors). MORE
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. MORE
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? However, in most B2B or B2C industries, is simply reducing or eliminating pain points, i.e. meeting experience requirements so that the customer is satisfied, enough? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic. MORE
We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? MORE
52% of respondents agreed with this statement, and it’s a much bigger issue in B2C than in B2B, where it comes fourth. This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. MORE
In this eBook, we provide 10 easy tips that any business, whether B2B or B2C can start implementing today in order to make their customers feel welcome and lead to more returning business. Are you struggling to retain customers once you get them in the door and they make an initial purchase? Well, it could be that your business is not succeeding in making customers feel as welcome as they should be. MORE
One use case for this technology is in B2C communication, specifically in customer service and brand engagement over platforms such as Amazon Echo and Google Home, as well as Facebook Messenger, SMS, or kik. MORE
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. In truth, virtually every company in every b2b and b2c industry is vulnerable to the erosion of reputation and resulting business impact. In classic psychological terms, trust is considered more a ‘feeder’ of emotion. MORE
The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. The company's client focus is primarily Fortune 500 companies in business-to-business (B2B) and B2C segments. MORE
Innovative, employee-driven Call Center Operations Manager with a comprehensive, progressive 15+ year career filled with expertise in customer/client services, employee relations, recruiting, process implementation, B2C and B2B sales, and project management. MORE
This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms. MORE
As a core performance metric, customer advocacy is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of metric flatlining or reaching an actionability plateau. Michael Lowenstein, Ph.D., MORE
While some organizations are slow to adopt for various reasons, making these channels available and satisfactory for consumers should be one of the top priorities of every B2C company in the world. The pace of business innovation moves at speeds that were unfathomable just 20 years ago. MORE
All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. Business-to-Business Customer Experience Advice Highlights. MORE
My Comment: All types of businesses (B2B, B2C, large, small, etc.) Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. MORE
As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention. I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). MORE
This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents. I use different systemic models for B2C, B2B and Public Sector/Not For Profit (NFP). MORE
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. This week we feature an article by Gemma Baker about the importance of offering help to your website visitors. MORE
24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. MORE
In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. MORE
B2C Related Topics Aspect
SEPTEMBER 26, 2017
While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs.
Toister Performance Solutions
AUGUST 8, 2017
The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. The company's client focus is primarily Fortune 500 companies in business-to-business (B2B) and B2C segments.
Beyond Philosophy
JUNE 20, 2015
The first, a B2C example, involves a major player in the cable television industry. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. The post When B2B and B2C Key Performance Metrics Flatline…. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.
Genroe
SEPTEMBER 18, 2016
B2B - Business to Business B2C - Business to Consumer Best PracticesAssuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […].
CX Journey
JANUARY 27, 2015
We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common?
The Center for Client Retention
OCTOBER 17, 2017
In this eBook, we provide 10 easy tips that any business, whether B2B or B2C can start implementing today in order to make their customers feel welcome and lead to more returning business. Are you struggling to retain customers once you get them in the door and they make an initial purchase? Well, it could be that your business is not succeeding in making customers feel as welcome as they should be.
Jon Arnold
NOVEMBER 7, 2017
He's a very engaging speaker, and while his focus was very much B2C, I can see relevance here for our space. I'm a regular contributor to No Jitter , and this time around, my focus was on a keynote speaker from the recent BroadSoft Connections conference. Of course, that event was overshadowed by the Cisco acquisition. That development got plenty of coverage, but I wanted to provide a collaboration context around Bonin Bough's talk about hackonomy.
Return Customer
MARCH 14, 2018
According to recent studies covered by B2C , 90% of consumers read online reviews before visiting a business. You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them?
Peter Lavers
FEBRUARY 22, 2018
This has caused controversy in the B2C world where it has been done clumsily through thinly-disguised paid celebrity endorsement* that actually can damage trust rather than build it.
Customer Experience Matters
JANUARY 8, 2018
This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.
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.
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.
ShepHyken
FEBRUARY 12, 2018
My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). Each week I read a number of customer service and customer experience articles from various resources.
ShepHyken
DECEMBER 20, 2017
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic.
Beyond Philosophy
SEPTEMBER 13, 2016
Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
Peter Lavers
JULY 6, 2016
This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents. I use different systemic models for B2C, B2B and Public Sector/Not For Profit (NFP).
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? However, in most B2B or B2C industries, is simply reducing or eliminating pain points, i.e. meeting experience requirements so that the customer is satisfied, enough? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
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? However, in most B2B or B2C industries, is simply reducing or eliminating pain points, i.e. meeting experience requirements so that the customer is satisfied, enough? Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
ShepHyken
NOVEMBER 24, 2017
If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service.
ShepHyken
AUGUST 11, 2017
In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not.
Beyond Philosophy
AUGUST 30, 2016
As a core performance metric, customer advocacy is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of metric flatlining or reaching an actionability plateau. Michael Lowenstein, Ph.D.,
inContact
JULY 7, 2017
While some organizations are slow to adopt for various reasons, making these channels available and satisfactory for consumers should be one of the top priorities of every B2C company in the world. The pace of business innovation moves at speeds that were unfathomable just 20 years ago.
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. In truth, virtually every company in every b2b and b2c industry is vulnerable to the erosion of reputation and resulting business impact. In classic psychological terms, trust is considered more a ‘feeder’ of emotion.
ShepHyken
OCTOBER 14, 2016
What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication.
Fonolo
SEPTEMBER 19, 2017
Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email.
Bill Quiseng
MARCH 7, 2016
According to Twitter , 60% of leading B2C companies are responding to about 60% of Tweets directed at their service accounts. In 2011, An American Express survey found that Americans tell an average of 9 people about good experiences and 16 people about poor experiences.
ShepHyken
AUGUST 1, 2016
My Comment: All types of businesses (B2B, B2C, large, small, etc.) Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
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. .
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. This week we feature an article by Gemma Baker about the importance of offering help to your website visitors.
ShepHyken
JANUARY 16, 2017
And, while the article focuses on B2C, the stages can be found in any business relationship. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.
ShepHyken
JUNE 12, 2017
Depending on the type of business you’re in (B2B or B2C) customer loyalty will be different. Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week.
Aspect
JULY 26, 2017
One use case for this technology is in B2C communication, specifically in customer service and brand engagement over platforms such as Amazon Echo and Google Home, as well as Facebook Messenger, SMS, or kik.
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.,
ClearAction
DECEMBER 31, 2015
All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. Business-to-Business Customer Experience Advice Highlights.
ShepHyken
JUNE 5, 2017
My Comment: It’s nice to see an article on CX that is focused on manufacturing and B2B (and not just customer facing or B2C types of businesses). Each week I read a number of customer service and experience articles from various online resources.
Peter Lavers
AUGUST 2, 2016
This 4th obstacle to customer centricity actually has the highest proportion (19%) of ‘complete agreement’, and remains a significant issue in both B2C and B2B (less so for Public and Not-for-profit Sectors).
ClearAction
JANUARY 14, 2015
As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C.
Peter Lavers
JULY 13, 2016
52% of respondents agreed with this statement, and it’s a much bigger issue in B2C than in B2B, where it comes fourth. This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity.
Beyond Philosophy
FEBRUARY 16, 2015
As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention. I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA).
ShepHyken
JUNE 13, 2016
24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.
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