Beware False Scorecards for B2C Chat


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.

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Beware False Scorecards for B2C Chat


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.

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How Customer Experience Differently Affected B2B and B2C?


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. blog B2B B2C

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B2B Vs B2C Customer Support: How They Are Different

ProProfs Blog

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.

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Developing and Executing Effective CX Metrics, Measurements and ROI

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.

The Differences Between B2B and B2C Customer Journey Mapping


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

The Differences Between B2B and B2C Customer Journey Mapping


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.

Managing a B2C Breakup and 3 Ways to Win Them Back

Russel Lolacher

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.

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5 Tips for B2B Loyalty Programs Inspired by B2C


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. […].

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Lesson #10: B2B VoC and B2C VoC Are Completely Different


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.

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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.

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Basic Research Builds B2C Business with Custom CRM Integration

NICE inContact

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.

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Working with B2B vs B2C Telemarketing for Business Growth


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.

Chatbots – Reigniting the Spark in B2C Engagement


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.

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What B2B Companies Can Learn from the B2C Customer Experience


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.

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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.

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Guest Blog: The Customer Experience is Not Just for B2C


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.

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New Forrester Research: B2B Should Use B2C Customer Loyalty Principles


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.

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Customer Success in B2B vs B2C and why it's important to you


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.

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Choosing the Best B2B and B2C Help Desk Software for Your Business


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!

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Attributes of a Successful Contact Solutions Supervisor

Quality Contact Solutions

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.

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples


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.

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How to Write an Outbound Telemarketing Script

Quality Contact Solutions

Articles Appointment Setting B2B Outbound Marketing B2B Telemarketing B2C Outbound Marketing Quality Assurance Best Practices Telemarketing Lead Generation Telemarketing ServicesBy Julie Kramme, Sales Executive.

Serving with “Kentucky Windage”

Chip Bell

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!

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When to Implement an Omni-channel Customer Experience

Andrew Mcfarland

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.

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Serving in Acapella

Chip Bell

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.

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Demystifying the Customer Journey Map, featuring Forrester Research


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.

What’s Your Story?

Chip Bell

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.

Mooring Customers

Chip Bell

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.

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A Fool Proof Recipe for When To Survey Your Customers


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 […].

Add Sprinkles to Your Customers’ Experiences

Chip Bell

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.

These Boots Are Made for Talking

Chip Bell

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.

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The Other Golden Rule

CX Journey

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?

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Top 10 Contact Center Technology Posts in 2018

Contact Center Pipeline

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?

The Future of Customer Experience for B2B Companies


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.

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How to Measure Customer Retention


Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty.

How Social Media Platforms for B2B Marketing Actually Work


Some people believe that social media is a B2C game. That’s it’s all cute cats, charity hashtags and artsy pictures of Sunday brunch. They couldn’t be more wrong.

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Digital Transformation: How Customer Service Teams That use Real-Time Data are Winning the Customer Experience Battle

Advantage Communications

The digital economy and the evolution of new technologies are changing the way B2C companies must serve and engage their customers. Those which keep up with new trends will not only realize significant benefits but will also be able to provide a superior customer experience (CX).

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Sprinkles: Antidote to The Demise of Customer Surprise

Chip Bell

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.

Personalizing B2B Customer Service

Global Response

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

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