INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
Innovative Service b2c strategy customer service quality serviceBoating is a lot of fun, especially on a large lake with lots of great sights to see and places to go. I live on the shores of beautiful Lake Oconee. One of my favorite evening activities is piloting my pontoon boat to one of three nice restaurants on the water. The return trip on a moonlit night is awesome. Our favorite restaurant is Gaby’s by the Lake at the nearby Ritz-Carlton. MORE
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. 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
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. MORE
CX is for retail brands, as in B2C. Each week I read a number of customer service and customer experience articles from various 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. 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
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
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. MORE
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. 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
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
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. 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
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 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
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. 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 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
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? 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
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! MORE
Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets. MORE
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 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
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 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
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. 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
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? MORE
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. MORE
Innovative Service b2b strategy b2c strategy Customer Experience customer experience keynote speaker cx keynote speakerIt was the 100th anniversary of the church in which I grew up. So, the red-letter day called for a homecoming, complete with a delicious pot luck lunch following the 90-minute worship service. MORE
Innovative Service b2c strategy branding Customer Experience story branding storying tellingThe Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753. In fact, the building housing the restaurant is the oldest standing building in Georgia. Locals will tell you that Captain Flint…you remember him in Robert Lewis Stevenson’s Treasure Island …died in the bedroom upstairs and his ghost still haunts the restaurant at night. MORE
Innovative Service b2c strategy customer appreciation customer care Customer Experience cxMy very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow! MORE
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. MORE
My Comment: So many customer experience strategies (CX) seem to focused on B2C. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 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.
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!
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.
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Chip Bell
FEBRUARY 5, 2019
Innovative Service b2c strategy customer appreciation customer care Customer Experience cxMy very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow!
Chip Bell
MARCH 19, 2019
Innovative Service b2b strategy b2c strategy Customer Experience customer experience keynote speaker cx keynote speakerIt was the 100th anniversary of the church in which I grew up. So, the red-letter day called for a homecoming, complete with a delicious pot luck lunch following the 90-minute worship service.
Chip Bell
JANUARY 29, 2019
Innovative Service b2c strategy customer service quality serviceBoating is a lot of fun, especially on a large lake with lots of great sights to see and places to go. I live on the shores of beautiful Lake Oconee. One of my favorite evening activities is piloting my pontoon boat to one of three nice restaurants on the water. The return trip on a moonlit night is awesome. Our favorite restaurant is Gaby’s by the Lake at the nearby Ritz-Carlton.
Chip Bell
FEBRUARY 19, 2019
Innovative Service b2c strategy branding Customer Experience story branding storying tellingThe Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753. In fact, the building housing the restaurant is the oldest standing building in Georgia. Locals will tell you that Captain Flint…you remember him in Robert Lewis Stevenson’s Treasure Island …died in the bedroom upstairs and his ghost still haunts the restaurant at night.
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.
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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.
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 […].
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?
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?
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.
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.
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.
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
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.
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
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.
ShepHyken
FEBRUARY 25, 2019
CX is for retail brands, as in B2C. Each week I read a number of customer service and customer experience articles from various 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.
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
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.
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.
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.
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.
ShepHyken
FEBRUARY 22, 2019
Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets.
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.
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.
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.
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.
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.
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.
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.
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?
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.
ShepHyken
FEBRUARY 4, 2019
My Comment: So many customer experience strategies (CX) seem to focused on B2C. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.
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.
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