Marley Wagner

SEPTEMBER 14, 2020

B2C 130

B2C B2B Customer Experience 130

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour.

B2C 90

B2C Management Technology Customer Support 90

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour.

B2C 67

B2C Management Technology Customer Support 67

OctopusTech

MAY 10, 2019

How CX act differently for B2B vs B2C? To learn the CX impact in these two, firstly let to know what are the marketing strategies of B2B and B2C : B2B Marketing: Business-to-Business marketing is where one company target another for its sales. B2C Marketing: In this, the businesses sell directly to the customers. In B2B may it different at some points but in the later stages, the benefits involve as same in B2C. blog B2B B2C

B2C 76

B2C B2B Government Marketing 76

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

Metrics

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Field services can rise to the B2C Challenge.

B2C 127

B2C Technology B2B Chatbots 127

ProProfs Chat

DECEMBER 26, 2019

Every support team has to deal with two distinct types of customers B2B and B2C. B2b and B2c meaning are business-to-business and business-to-consumer, respectively. What Is the Difference Between B2B and B2C Customer Service? The repeat rate of b2c customers is usually low.

B2C 68

B2C B2B Customer Support Social media contact 68

GetFeedback

JANUARY 6, 2020

B2B and B2C customer journey mapping differerences explained. Learn what to do to optimize the experience for your particular industry. Articles

Journey mapping 78

Journey mapping B2C B2B 78

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? In the B2C world, CLV is used to prioritize follow-ups.

B2C 74

B2C B2B Real estate Airlines 74

Influitive

FEBRUARY 26, 2020

The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive. Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. In B2B, purchase decisions involve more than one stakeholder and your core user is not always the person paying the bill. […].

B2C 57

B2C B2B Personalization 57

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.

B2C 216

B2C B2B Metrics Entertainment 216

Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? B2C Breakup Case Study. How to Bring B2C Back. The post Managing a B2C Breakup and 3 Ways to Win Them Back appeared first on Russel Lolacher. Service Experience b2c c2b Customer experience customer relationships cx Emotion empathy Gym memberships personal personalization relationship marketing training

B2C 53

B2C Finance Personalization Management 53

NICE inContact

APRIL 24, 2019

In addition to its core B2B business distributing 60 million products to retail outlets worldwide, Basic Research continues to build a thriving B2C business: Consumers order direct by phone or online. The post Basic Research Builds B2C Business with Custom CRM Integration appeared first on NICE inContact Blog.

B2C 72

B2C CRM APIs B2B 72

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? B2C companies sell to consumers. But let’s turn to B2C because that should be super simple.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

OctopusTech

MAY 29, 2018

Now B2B (Business to Business) and B2C (Business to Consumers) are some such techniques used in the corporate language that refers to the two business marketing models that are as different from one another as they can get (apart from sales which are the end results in both these and almost every other marketing model). Understanding B2B, B2C and Telemarketing. B2C , however, is the businesses selling goods and services directly to the final customer.

Telemarketing 56

Telemarketing B2C B2B Upselling 56

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. Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement.

B2C 73

B2C Chatbots Healthcare Banking 73

ForeSee

OCTOBER 21, 2014

Today, B2B and B2C consumers share significant similarities. The post What B2B Companies Can Learn from the B2C Customer Experience appeared first on ForeSee. They are sophisticated, omni-channel and have a strong set of expectations from the companies with which they do business with. Their ultimate impression. B2B Customer Experience Analytics Customer Satisfaction

B2C 59

B2C B2B Customer Experience Analytics 59

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. One quick look and I immediately saw a way for businesses to double the response rate on their B2C surveys. One thing to keep in mind is that this data is for B2C surveys only.

B2C 48

B2C B2B Surveys Metrics 48

ShepHyken

JULY 13, 2018

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 39

B2C Journey mapping Finance Customer retention 39

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. And Forrester’s latest research report, B2B Loyalty, The B2C Way , outlines practical ways B2B marketers can apply B2C principles to deepen relationships and engagement. B2B Loyalty, The B2C Way.

B2C 57

B2C B2B Customer retention Consulting 57

Amity

JUNE 28, 2016

SaaS Tattler Issue 88 - Customer Success in B2B vs B2C and why it's important to you. It seems pretty insane to think that Customer Success could actually be as complex -- if not more -- for B2C companies in making their customers successful, as it would for B2B companies. But have you ever wondered just how much the role of a CSM in B2C can differ, and where exactly the two Venn circles meet in the middle? • B2B versus B2C and Why It Matters… A Lot.

B2C 51

B2C B2B SaaS Customer Support 51

TeamSupport

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Click here to download our infographic comparing B2B and B2C customer support!

B2C 52

B2C B2B Wireless Finance 52

Chip Bell

FEBRUARY 5, 2019

Innovative Service b2c strategy customer appreciation customer care Customer Experience cxMy very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow!

B2C 62

B2C Personalization Customer Care Customer Experience 62

Quality Contact Solutions

JUNE 21, 2019

Articles B2B Telemarketing Sales B2C Outsourced Call Centers Outsourced TelemarketingBy Marcia Jenkins, Senior Operations Manager. Meet Jeri Graesser! Jeri is a supervisor in our at-home, virtual call center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software. What makes Jeri a successful contact solutions supervisor? There are three primary attributes that Jeri embodies on a daily basis.

Construction 57

Construction Telemarketing virtual call center B2C 57

Chip Bell

MARCH 19, 2019

Innovative Service b2b strategy b2c strategy Customer Experience customer experience keynote speaker cx keynote speakerIt was the 100th anniversary of the church in which I grew up. So, the red-letter day called for a homecoming, complete with a delicious pot luck lunch following the 90-minute worship service.

B2C 56

B2C B2B Customer Experience 56

Chip Bell

FEBRUARY 19, 2019

Innovative Service b2c strategy branding Customer Experience story branding storying tellingThe Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753. In fact, the building housing the restaurant is the oldest standing building in Georgia. Locals will tell you that Captain Flint…you remember him in Robert Lewis Stevenson’s Treasure Island …died in the bedroom upstairs and his ghost still haunts the restaurant at night.

Entertainment 52

Entertainment B2C Personalization Customer Service 52

Comm100

MARCH 16, 2018

Use this step-by-step guide with real-life samples to write a sales letter or email that will persuade your prospective B2C (business-to-consumer) customers to buy your product: Format Your Letter. How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples. When playing with letter formatting for B2C recipients, feel free add or delete addresses and headings if it makes your letter look cleaner or more enticing.

B2C 50

B2C Sales Scripts B2B 50

Chip Bell

JANUARY 29, 2019

Innovative Service b2c strategy customer service quality serviceBoating is a lot of fun, especially on a large lake with lots of great sights to see and places to go. I live on the shores of beautiful Lake Oconee. One of my favorite evening activities is piloting my pontoon boat to one of three nice restaurants on the water. The return trip on a moonlit night is awesome. Our favorite restaurant is Gaby’s by the Lake at the nearby Ritz-Carlton.

B2C 46

B2C Customer Service 46

Quality Contact Solutions

MARCH 28, 2019

Articles Appointment Setting B2B Outbound Marketing B2B Telemarketing B2C Outbound Marketing Quality Assurance Best Practices Telemarketing Lead Generation Telemarketing ServicesBy Julie Kramme, Sales Executive. So, you’ve decided to use outbound calling as part of your sales and/or marketing strategy…You’ve acquired a list of prospects to call, and you know what you want the outcome of those calls to be.

Telemarketing 53

Telemarketing Scripts B2C Sales 53

Andrew Mcfarland

JANUARY 19, 2016

Best Practices Customer Experience Customer Loyalty B2B B2C Boeing Enghouseinteractive Facebook KISSmetrics Omni-channel Twitter WOMThe folks at Enghouseinteractive asked me via Twitter how important an omni-channel experience is to my customers. Despite a very short answer (it depends) and Twitter’s new 10,000 character service, here’s a more complete response. An omni-channel experience is more.

B2C 48

B2C Customer Experience Best practices B2B 48

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 […].

Surveys 47

Surveys Feedback B2C Best practices 47

Chip Bell

DECEMBER 4, 2018

Take Their Breath Away B2C Customer Strategy customer appreciation customer focused customer service customer-centric“Anyone who’s a chef, who loves food, ultimately knows that all that matters is: Is it good? Does it give pleasure?” wrote the late Anthony Bourdain, celebrity chef and host of the TV show Parts Unknown. Innovative service is a blend of these same two sentiments.

Banking 46

Banking B2C Customer Experience Personalization 46

Chip Bell

DECEMBER 18, 2018

Here was a B2B company acting like a world class B2C company. For Leaders of Innovation b2b strategy b2c strategy Customer Experience customer serviceI am a Lucchese boot man. I have been wearing Lucchese’s high-end, super comfortable Western boots handmade in El Paso for many years. And, I am on my fifth pair—all with a tailored toe, heel, leather, size and color. They are like working in bedroom shoes. At the end of a day on my feet, I feel like I could stand another ten hours.

B2C 40

B2C B2B Customer Service Customer Experience 40

GetFeedback

FEBRUARY 5, 2020

In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.

Journey mapping 85

Journey mapping B2C B2B 85

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? B2B B2B2C B2C customer experience partner experience voice of customer voice of partner

B2C 53

B2C Customer Care Personalization B2B 53

Contact Center Pipeline

DECEMBER 26, 2018

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. Advances in technology continue to accelerate an exponential rate. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Read on to find out! We’ve compiled the top most-read […]. Technology call center contact center technology

Technology 107

Technology B2C Contact Center B2B 107

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience.

B2C 267

B2C B2B Personalization Sales 267

Chip Bell

MAY 7, 2019

For Leaders of Innovation b2c strategy Customer Experience customer service cxWhen I was ten years old, I did a very naughty thing. I secretly watched my parents hide all the Easter eggs. As my cousins and siblings rushed into our backyard on the hunt for brightly colored eggs, I calmly went straight to all their hiding spots! I “found” a lot more eggs! But, they had a lot more fun. They squealed and grinned when they found an Easter egg; I was far less enthused.

B2C 71

B2C Airlines Scripts Customer advocacy 71

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. Many B2C CX practices have become universal. Digital" has become a standard not only for B2C customer interactions but also for B2B customer experiences. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. Instead of online catalogue, they have to download a pdf or even order a paper brochure.

B2B 93

B2B B2C Customer Experience Personalization 93

Global Response

SEPTEMBER 25, 2019

There are clear differences in the B2B vs B2C buying process. But whether your customer is an individual or an organization, people are people with a complex set of emotions and goals. The post Personalizing B2B Customer Service appeared first on Global Response. Global Response Blog Industry

Personalization 48

Personalization B2B B2C Customer Service 48