Working with B2B vs B2C Telemarketing for Business Growth

OctopusTech

Understanding B2B, B2C and Telemarketing. B2C , however, is the businesses selling goods and services directly to the final customer. Moving on, let’s have a look at some, Differences Between B2B and B2C Telemarketing.

When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

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.

B2C 163

Chatbots – Reigniting the Spark in B2C Engagement

Aspect

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.

B2C 97

A Simple Way to Double Your B2C Survey Responses

Toister Performance Solutions

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.

B2C 62

Guest Blog: The Customer Experience is Not Just for B2C

ShepHyken

If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Relationship building is just as crucial in B2B as in B2C for some very good reasons.

B2C 15

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

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.

B2C 244

4 Causes of Contact Center Stress Managers can Absolutely Fix

SharpenCX

Contact center stress is the bane of B2C companies across the globe. Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. Left unmanaged, turnover skyrockets. A study from Gallup shows an average of 68 percent of U.S. workers are not engaged, or worse yet, are actively disengaged in their jobs. The more [.]. Read More. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software.

B2C 48

Seven ideal characteristics of a B2B influencer

Peter Lavers

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.

B2B 130

12 Top Choices to Read and Follow over the Holiday Season

Peter Lavers

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.

B2B 163

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

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.

B2C 361

B2B Customer Experience: All Hands on Deck

Call Center Weekly

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success.

B2B 70

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

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.

B2C 204

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

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.

B2C 204

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

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.

10 Tips For Making Customers Feel Welcome – Free eBook

The Center for Client Retention

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.

B2C 50

Is Trust Really an Emotion? Generally,Yes…And It Is Critical In Customer-Supplier Relationship…Just Ask Banks!

Beyond Philosophy

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.

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Beyond Philosophy

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.,

B2C 195

Top Five Obstacles to Customer Centricity #1 Silo’d Organisations

Peter Lavers

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).

Trust is Important in the Contact Center

Call Center Weekly

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.

Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

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.,

$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch. Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service.

B2C 115

3 Critical Reasons to Read Customer Reviews

Return Customer

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?

B2C 80

Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth

Beyond Philosophy

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).

Report: Lessons in CX Excellence, 2018

Customer Experience Matters

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.

B2C 46

Science Proves What Really Makes People Happy

Beyond Philosophy

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.

B2C 293

Six Benefits of Co-creating your own Customer Management Model

Peter Lavers

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. .

Using "Hackonomy" to Create Customer Relevance - My Latest No Jitter Post

Jon Arnold

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.

B2C 40

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

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. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

5 Top Customer Service Articles for the Week of July 2, 2018

ShepHyken

BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. Each week I read a number of customer service and customer experience articles from various resources.

B2C 74

3 Ways Healthcare Engagement Models Differ from Other Industries

HGS

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. 3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare.

You Don’t Have To Be Famous, Just Motivated: Anyone Can Influence Brand Behavior

Beyond Philosophy

Ambassador, a word-of-mouth marketing company in Detroit, has identified other key b2c consumer trust and informal communication statistics: – 68% of consumers trust online opinions from other consumers (Nielsen). – Michael Lowenstein, Ph.D.,

B2B 269

MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities

Beyond Philosophy

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

3 Winning Factors for B2B Customer Experiences

inContact

There is more at stake than in B2C interactions – B2B expectations for personalization can be more stringent than those of B2C customers. When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services.

B2B 52

Accueil: Where and How Does Humanity Impact Customer Experience?

Beyond Philosophy

B2b and b2c consumers trust humans more than companies or institutions. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Strike One and You’re Out! Five Ways to Ensure Your Customer Service Is a Hit

ShepHyken

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.

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

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. Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child.

5 Top Customer Service Articles For the Week of February 12, 2018

ShepHyken

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.

B2C 78

Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

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).

Top Five Obstacles to Customer Centricity #2 Stalled Customer Programmes

Peter Lavers

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.