Ian Jacobs

JULY 18, 2017

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 […].

B2C 18

B2C B2B Marketing 18

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.

B2B 2

B2B Metrics Customer Service B2C 2

Ian Jacobs

JULY 13, 2017

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 […].

B2C 13

B2C Advertising Marketing 13

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 […].

Feedback 14

Feedback Surveys B2C Best practices 14

Call Center Weekly

JULY 24, 2017

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.

Contact Center 154

Contact Center Morale B2C Coaching 154

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.

Customer centricity 0

Customer centricity Customer retention Entertainment Surveys 0

ShepHyken

AUGUST 11, 2017

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 38

B2C Feedback Customer centricity Customer Service 38

Beyond Philosophy

APRIL 3, 2016

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.

Banking 19

Banking B2C B2B Revenue potential 19

ClearAction

MAY 28, 2015

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.

B2C 38

B2C Surveys Journey mapping B2B 38

inContact

JULY 7, 2017

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.

B2C 17

B2C Customer Experience Personalization Technology 17

Beyond Philosophy

APRIL 3, 2016

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.

Banking 15

Banking B2C B2B Customer Experience 15

CX Journey

FEBRUARY 23, 2016

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?

B2B 35

B2B B2C Benchmark CRM 35

Beyond Philosophy

FEBRUARY 16, 2015

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).

B2C 26

B2C Advertising Customer advocacy B2B 26

ShepHyken

JUNE 12, 2017

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.

B2C 24

B2C Customer Experience B2B Sales 24

Bill Quiseng

MARCH 7, 2016

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.

Customer Experience 23

Customer Experience B2C Accountability Consulting 23

Fonolo

SEPTEMBER 19, 2017

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.

Contact Center 7

Contact Center Customer Service Customer Experience B2C 7

Beyond Philosophy

JUNE 21, 2015

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.

B2C 33

B2C B2B Banking Personalization 33

ClearAction

DECEMBER 31, 2015

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.

B2B 10

B2B B2C Journey mapping Accountability 10

ShepHyken

JULY 25, 2016

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.

B2C 31

B2C Customer Experience Metrics Technology 31

ShepHyken

JANUARY 16, 2017

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.

B2C 25

B2C Chatbots Customer Experience Sales 25

ShepHyken

OCTOBER 14, 2016

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

B2C 26

B2C Customer Experience Airlines Management 26

ShepHyken

AUGUST 1, 2016

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.

B2C 19

B2C B2B Self service Customer Care 19

ShepHyken

JUNE 13, 2016

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.

Upselling 28

Upselling B2C Customer Experience Self service 28

Beyond Philosophy

SEPTEMBER 13, 2016

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 12

B2C B2B Wireless Customer advocacy 12

ijgolding

JULY 27, 2016

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.

B2B 29

B2B B2C Customer Experience Customer centricity 29

CX Journey

APRIL 7, 2016

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.

Scripts 23

Scripts Education B2C Airlines 23

Beyond Philosophy

FEBRUARY 21, 2016

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.

B2C 7

B2C B2B Consulting Consulting 7

ShepHyken

JUNE 5, 2017

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.

Telecommunications 15

Telecommunications B2B B2C Customer Experience 15

Beyond Philosophy

FEBRUARY 5, 2015

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.

B2C 23

B2C Customer advocacy Enterprise Engineering 23

Beyond Philosophy

MAY 24, 2016

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.,

B2B 18

B2B B2C Government Marketing 18

CX Journey

DECEMBER 18, 2014

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.

B2C 19

B2C Analytics Customer centricity B2B 19

ShepHyken

JUNE 23, 2017

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 12

B2C Banking B2B Sales 12

Beyond Philosophy

JULY 5, 2016

B2b and b2c consumers trust humans more than companies or institutions. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Engineering 8

Engineering B2C Enterprise B2B 8

Beyond Philosophy

MAY 10, 2016

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.,

B2C 4

B2C B2B Customer Experience Personalization 4

Beyond Philosophy

JUNE 7, 2016

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.

Banking 4

Banking B2C B2B Airlines 4

Beyond Philosophy

JUNE 18, 2015

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 5

B2C B2B Employee engagement Customer Experience 5

Peter Lavers

JULY 6, 2016

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).

B2C 1

B2C B2B Engineering Best practices 1

Peter Lavers

JUNE 29, 2017

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. .

Customer centricity 0

Customer centricity Benchmark B2C B2B 0

ClearAction

SEPTEMBER 29, 2016

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.

B2C 1

B2C Metrics Marketing B2B 1

Beyond Philosophy

AUGUST 30, 2016

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 0

B2C B2B Customer advocacy Metrics 0