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 202

B2C B2B Metrics Entertainment 202

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

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

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

ShepHyken

JULY 13, 2018

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.

B2C 16

B2C Journey mapping Finance Customer retention 16

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

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

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

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 234

B2C Banking B2B Customer advocacy 234

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 Contact Center 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

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 45

B2B B2C Automotive Finance 45

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 348

B2C B2B Wireless Customer advocacy 348

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 107

B2B Customer Experience B2C Banking 107

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

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

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 65

B2B B2C CRM Sales 65

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

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 B2C Call Center B2B 103

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 313

Marketing B2C Advertising Customer advocacy 313

B2B Customer Service Blog - TeamSupport

NOVEMBER 16, 2018

It’s also important to choose a solution built for either the B2C (business-to-consumer) or B2B (business-to-business) industry depending on your line of work.

B2C 52

B2C B2B Technology Service level 52

Comm100

MARCH 14, 2018

Whether you’re writing business-to-business (B2B) or business-to-consumer (B2C), here’s what to consider when preparing your own sales letter or email. How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples.

Sales 64

Sales B2C B2B Scripts 64

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 410

B2C B2B Employee engagement Customer Experience 410

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.,

Banking 227

Banking Marketing B2C B2B 227

Jon Arnold

NOVEMBER 7, 2017

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.

B2C 40

B2C Contact Center 40

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).

Customer centricity 130

Customer centricity B2C B2B Engineering 130

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.

Customer Experience 401

Customer Experience Consulting Consulting Customer emotions 401

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 141

Contact Center Morale B2C Coaching 141

aircall

MARCH 22, 2018

B2B vs. B2C, Small Teams vs. Large Teams, etc.). I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet.

Customer Support 60

Customer Support B2C B2B Surveys 60

aircall

SEPTEMBER 11, 2017

66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 62% of B2B customers and 42% of B2C customers purchased more from a brand following a good service experience. Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth.

Upselling 68

Upselling B2C SaaS Customer Support 68

ShepHyken

MAY 23, 2018

While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch. Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service.

B2C 107

B2C Customer Service Surveys B2B 107

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.

Customer Experience 317

Customer Experience B2C B2B Banking 317

Customer Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

B2C 43

B2C Accountability Best practices B2B 43

Return Customer

MARCH 14, 2018

According to recent studies covered by B2C , 90% of consumers read online reviews before visiting a business. You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them?

B2C 79

B2C Feedback Personalization Sales 79