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 209

B2C B2B Metrics Employee engagement 209

OctopusTech

MAY 29, 2018

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.

Telemarketing 72

Telemarketing B2C B2B Upselling 72

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.

B2C 97

B2C Chatbots Healthcare Banking 97

B2B Customer Service Blog - 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

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.

B2C 62

B2C Sales Scripts B2B 62

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.

B2C 62

B2C Surveys B2B Metrics 62

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

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

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

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?

Technology 141

Technology Contact Center B2C B2B 141

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?

B2C 79

B2C Customer Care B2B Personalization 79

Sabio

NOVEMBER 27, 2018

The announcement last week that Google is now repositioning its Maps app as yet another B2C interface suggests that the global search vendor is serious about disrupting your carefully orchestrated customer journeys.

B2C 56

B2C 56

Genroe

DECEMBER 12, 2018

But most of this information isn’t targeted to B2B, instead focusing on B2C businesses. There’s a ton of information out there on how you can best market your product or service. The good news is that there is plenty of cross-over. But how do you know what works for B2B and what doesn’t? Well as […]. The post Tested B2B Marketing Ideas You Can Use Today appeared first on Genroe. B2B - Business to Business Inbound Marketing PP: B2B Marketing

B2B 46

B2B B2C Marketing 46

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.

B2B 103

B2B B2C Customer Experience Personalization 103

The Center for Client Retention

OCTOBER 18, 2017

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.

B2C 56

B2C B2B Customer Service Customer Experience 56

Genroe

SEPTEMBER 27, 2018

This is largely due to the perception that most social media platforms are designed to service the B2C market. Most B2B organisations expect social media marketing to be an uphill battle. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […]. The post B2B Social Media – The Definitive Guide appeared first on Genroe. B2B - Business to Business Best Practices PP: B2B Marketin

B2B 43

B2B B2C Personalization Best practices 43

Genroe

SEPTEMBER 27, 2018

This is largely due to the perception that most social media platforms are designed to service the B2C market. Most B2B organisations expect social media marketing to be an uphill battle. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […]. The post B2B Social Media – The Definitive Guide appeared first on Genroe. B2B - Business to Business Best Practices PP: B2B Marketin

B2B 40

B2B B2C Personalization Best practices 40

Ameyo

MAY 16, 2018

Customer experience is no longer just the buzzword, it has already arrived in a big way and is here to stay and make an enormous impact particularly in B2C industry.

B2C 62

B2C Customer Experience 62

Peter Lavers

SEPTEMBER 6, 2018

The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management.

Automotive 130

Automotive B2C Customer Service B2B 130

Ameyo

JULY 15, 2018

In the age of instant gratification, nobody likes to wait and if you are a B2C brand, then this becomes an even bigger issue. The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one.

B2C 68

B2C Customer Support Customer Service Customer Experience 68

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers.

B2C 236

B2C Banking B2B Customer advocacy 236

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. B2C companies will need to help new users who can’t figure out how to set up their new product or want to make an exchange. Ah, the holidays.

B2C 110

B2C B2B Customer Service Self service 110

SharpenCX

JUNE 15, 2018

Contact center stress is the bane of B2C companies across the globe. Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. Left unmanaged, turnover skyrockets. A study from Gallup shows an average of 68 percent of U.S. workers are not engaged, or worse yet, are actively disengaged in their jobs. The more [.]. Read More. The post 4 Causes of Contact Center Stress Managers can Absolutely Fix appeared first on Sharpen Contact Center Software.

B2C 48

B2C Morale Contact center software Management 48

Peter Lavers

FEBRUARY 22, 2018

This has caused controversy in the B2C world where it has been done clumsily through thinly-disguised paid celebrity endorsement* that actually can damage trust rather than build it.

B2B 130

B2B B2C Advertising Best practices 130

bold360 Blog

NOVEMBER 6, 2018

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them. Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them?

Upselling 200

Upselling B2C Marketing Surveys 200

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

B2B 163

B2B B2C Banking Big data 163

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 355

B2C B2B Wireless Customer advocacy 355

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 204

Banking B2C B2B Revenue potential 204

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 204

Banking B2C B2B Revenue potential 204

Call Center Weekly

SEPTEMBER 11, 2018

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success.

B2B 106

B2B Customer Experience B2C Banking 106

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.

Banking 163

Banking B2C B2B Consulting 163

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 195

B2C B2B Customer advocacy Metrics 195

The Center for Client Retention

OCTOBER 17, 2017

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.

B2C 50

B2C B2B Management Customer Experience 50

Lumoa

AUGUST 10, 2018

That made NPS the most widely used metric both B2B and B2C. Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy.

B2C 78

B2C B2B Metrics Benchmark 78

Lumoa

AUGUST 10, 2018

That made NPS the most widely used metric both B2B and B2C. Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy.

B2C 78

B2C B2B Metrics Benchmark 78

GetFeedback

APRIL 30, 2018

Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Where it might be enough for a B2C company selling t-shirts to have reviews about products arriving on time and fitting well, B2B buyers have higher expectations. Then there’s the difference between B2B and B2C products themselves.

B2B 64

B2B B2C CRM Sales 64

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).

Marketing 314

Marketing B2C Advertising Customer advocacy 314

ijgolding

NOVEMBER 13, 2018

VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture.

B2B 44

B2B B2C Finance Automotive 44

Call Center Weekly

APRIL 19, 2018

Innovative, employee-driven Call Center Operations Manager with a comprehensive, progressive 15+ year career filled with expertise in customer/client services, employee relations, recruiting, process implementation, B2C and B2B sales, and project management.

Employee engagement 103

Employee engagement Call Center B2C B2B 103

GetFeedback

DECEMBER 21, 2018

42% of B2C customers purchased more after a good customer service encounter. 52% of B2C customers stopped buying after a bad customer service experience. Learn about the top two customer surveys for predicting and increasing customer retention.

Customer retention 141

Customer retention Surveys B2B B2C 141