Introducing Forrester’s New Brand Energy Framework – Emotions Fuel Your Brand’s Energy

Ian Jacobs

B2B marketing B2C marketing brand experience branding chief marketing officer (CMO To most marketers, this is an age-old axiom: emotions drive brands. And emotional motivators, like pixie dust, are sprinkled by the likes of Apple, Harley, Lego, and Patagonia to create a frenzied devotion that, on a good day, can give the Star Trek fandom a run for its money. But how does one create pixie […].

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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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Trending Sources

Amazon Product Content: A New Space Race?

Ian Jacobs

advertising B2C marketing digital marketing online retail search marketingThe Whole Foods acquisition by Amazon weeks ago was only the latest milepost in the latter’s inexorable march to the top of retail. The company sold $136 billion worth of products in 2016 – more than any other online retailer (and just over a third of what Wal-Mart did). And we find that Amazon is big and gaining […].

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A Fool Proof Recipe for When To Survey Your Customers

Genroe

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 […].

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.

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.

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.

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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.

If It’s Called Customer Experience, Why is it All About the Company?

ClearAction

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. If It’s Called Customer Experience, Why is it All About the Company? ClearAction’s Lynn Hunsaker interviewed by Janice Cuban , MarCom Guru.

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Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

inContact

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.

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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.

How B2B Companies Become Customer Experience Leaders

CX Journey

Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges?

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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).

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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.

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Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Bill Quiseng

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.

4 Call Center Reports Worth Your Time

Fonolo

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.

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.

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Business-to-Business Customer Experience Advice Highlights

ClearAction

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.

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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.

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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.

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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.

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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.

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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.

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.

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Find, Win, Keep: A simple customer centric business strategy

ijgolding

Whether it be a B2B or B2C environment, increasing sales is always very high up on the agenda – and so it should be. I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis.

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How to Establish a Strong Service Culture Fast

CX Journey

These four rules would work very well for B2C or B2B companies whose products have become commoditized and who want to differentiate on service. Image courtesy of lpk90901 Today I'm pleased to share a guest post authored by Jochen Wirtz and Ron Kaufman.

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.

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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.

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.

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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.,

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The Gospel of Customer Centricity for Improved Customer Experience

CX Journey

Regardless of the type of business - B2B, B2C, or any other combination of letters - it is people who decide whether they had a good experience as your customers or if they should try someone else. Today I''m pleased to present a guest post by Rohit Yadav.

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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.

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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.

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.,

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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.

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.

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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).

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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. .

Advancing Customer Experience Expertise in CX Month

ClearAction

Customer Experience Management: Progress & Aspirations : Ingrid Lindberg ‘s specialty is B2C CXM, and Lynn Hunsaker ‘s specialty is B2B CXM. Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table.

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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.,

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