BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. Each week I read a number of customer service and customer experience articles from various resources. MORE
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. MORE
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. MORE
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. MORE
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. MORE
My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). Each week I read a number of customer service and customer experience articles from various resources. MORE
Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. . MORE
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 […]. MORE
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., MORE
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. MORE
This 4th obstacle to customer centricity actually has the highest proportion (19%) of ‘complete agreement’, and remains a significant issue in both B2C and B2B (less so for Public and Not-for-profit Sectors). MORE
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. MORE
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. MORE
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic. MORE
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. MORE
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? MORE
52% of respondents agreed with this statement, and it’s a much bigger issue in B2C than in B2B, where it comes fourth. This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. MORE
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., MORE
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. MORE
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. MORE
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. MORE
There is more at stake than in B2C interactions – B2B expectations for personalization can be more stringent than those of B2C customers. When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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., MORE
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. MORE
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. MORE
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. MORE
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). MORE
Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. 3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare. MORE
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). MORE
B2b and b2c consumers trust humans more than companies or institutions. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
B2C Related Topics 
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.,
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).
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.
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.,
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.
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?
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).
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.
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.
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. .
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.
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.
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.
ShepHyken
JULY 2, 2018
BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. Each week I read a number of customer service and customer experience articles from various resources.
HGS
MAY 22, 2018
Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. 3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare.
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.,
Beyond Philosophy
AUGUST 9, 2016
Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
inContact
MAY 22, 2018
There is more at stake than in B2C interactions – B2B expectations for personalization can be more stringent than those of B2C customers. When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services.
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.
ShepHyken
DECEMBER 20, 2017
According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic.
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.
ShepHyken
FEBRUARY 12, 2018
My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). Each week I read a number of customer service and customer experience articles from various resources.
Peter Lavers
AUGUST 2, 2016
This 4th obstacle to customer centricity actually has the highest proportion (19%) of ‘complete agreement’, and remains a significant issue in both B2C and B2B (less so for Public and Not-for-profit Sectors).
Peter Lavers
JULY 13, 2016
52% of respondents agreed with this statement, and it’s a much bigger issue in B2C than in B2B, where it comes fourth. This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity.
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