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 164

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 45

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 81

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 52

$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.

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.

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 221

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 245

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

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 40

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.

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

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.

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.

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

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.

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.

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

Guest Blog: How to Use Social Media to Provide Great Customer Service

ShepHyken

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.

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

Guest Blog: How to Get Customer Obsession to Start at the Top

ShepHyken

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.

B2C 312

Guest Blog: How Messaging Will Change Your Customer Service, Forever

ShepHyken

What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication.

5 Top Customer Service Articles For the Week of August 1, 2016

ShepHyken

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.

Guest Blog: Proactively Engaging with Website Visitors

ShepHyken

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.

B2C 269

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).

5 Top Customer Service Articles For the Week of January 16, 2017

ShepHyken

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.

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.,

5 Top Customer Service Articles For the Week of June 12, 2017

ShepHyken

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.

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 66

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

5 Top Customer Service Articles For the Week of June 5, 2017

ShepHyken

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.

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).

5 Top Customer Service Articles For the Week of June 12, 2016

ShepHyken

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.

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.

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. .

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 294

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

5 Top Customer Service Articles For the Week of July 25, 2016

ShepHyken

The ideas seem slanted for B2C companies, but don’t think they wouldn’t work for any type of company. Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week.