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.

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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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Trending Sources

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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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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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.

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State of Business-to-Business Customer Experience Management

ClearAction

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C.

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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.

Don’t Confuse Speech Recognition with Natural Language Understanding When Talking Bots

Aspect

One use case for this technology is in B2C communication, specifically in customer service and brand engagement over platforms such as Amazon Echo and Google Home, as well as Facebook Messenger, SMS, or kik.

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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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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.

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.

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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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.

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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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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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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.

CX Expert Outlines Eight Steps to Generate Repeat Business [Video]

The Center for Client Retention

This week, our #CXExpert is sharing the 8 Steps he came up with that help businesses, whether B2B or B2C, generate more repeat business time and time again.

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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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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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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.

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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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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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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.

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.

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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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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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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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.

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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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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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.