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. The post Guest Blog: How to Get Customer Obsession to Start at the Top appeared first on Shep Hyken. Here are a few tips.

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. The post Guest Blog: How to Use Social Media to Provide Great Customer Service appeared first on Shep Hyken. Not sure where your customers go when they’re online?

Customer Service 220

Customer Service B2B B2C Accountability 220

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. Technology alone cannot assure that.

B2C 87

B2C Chatbots Healthcare Banking 87

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. Customer mapping is just as essential for B2B as it is for B2C.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Cisco - Contact Center

APRIL 5, 2023

As networks evolve to keep up with the requirements of a distributed hybrid workforce and the need for new B2B and B2C cloud applications, an increasingly complex workload for IT is an inevitable… Read more on Cisco Blogs

Time management 98

Time management B2C B2B Management 98

Eptica

JULY 1, 2022

And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success. Visit our parent company Enghouse Interactive’s website to read the blog in full.

B2B 71

B2B B2C Customer Service Best practices 71

ShepHyken

JANUARY 18, 2021

UnboundB2B) In this blog post, we bring to you industry experts who will explore the trends in B2B marketing that businesses need to adapt to succeed post-pandemic. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

B2B 107

B2B Customer Experience B2C SaaS 107

Beyond Philosophy

FEBRUARY 16, 2015

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). Blogs Thought Leadership'

Marketing 398

Marketing Advertising B2C Customer advocacy 398

ShepHyken

NOVEMBER 1, 2021

Seth’s Blog) Customer service is expensive. Also, this article isn’t just for the B2C world. 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. Customer Service Is Free by Seth Godin. These lessons are applicable to the B2B world, as well.

Customer Service 190

Customer Service B2B B2C Personalization 190

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.

Upselling 209

Upselling B2C Customer retention Marketing 209

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. Is it possible to treat B2B and B2C similarly? The short answer is there isn’t. Here’s what Gad’s pickle is: Hello.

Banking 195

Banking B2C B2B Construction 195

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. Some additional stats: We have asked approximately 4.5

B2C 208

B2C Banking B2B Customer advocacy 208

Totango

SEPTEMBER 7, 2021

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Here we’ll consider the differences between B2B and B2C engagement before laying out three of the most important best practices for effective B2B client engagement. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B B2C Best practices Self service 80

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. This blog “ Talking Omnichannel But Organised Multi-Channel? Best independent blog content. People to follow.

B2C 138

B2C B2B Customer centricity Analytics 138

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Customer Service 238

Customer Service B2C B2B Contact Center 238

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 391

Customer Experience Customer centricity B2C Airlines 391

Anexa BPO

APRIL 26, 2023

While customer loyalty remains a hard and fast goal for B2C organizations, challenges like increased costs of marketing, shifting consumer behavior and a myriad of other sales-related issues cause businesses to struggle. Let’s take a look at one of the most successful.

B2C 52

B2C outsourcing Customer centricity Best practices 52

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? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

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? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

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.

B2C 150

B2C B2B Customer advocacy Consulting 150

ShepHyken

NOVEMBER 16, 2020

CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. While retail leads the way in this, they also set the tone for all types of businesses (B2C and B2B). This is what will help customers choose you over your competition. 60% of consumers interviewed said CX is better.

Customer Service 207

Customer Service B2C Government Call Center 207

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. In other words, when it comes to your employees, maybe it’s time you started thinking like a Virgin.

Customer Experience 400

Customer Experience B2C Banking B2B 400

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. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Beyond Philosophy

MARCH 25, 2019

They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Moreover, this idea of emotional decision-making driving your Customer Experience is not limited to B2C experiences. So, as it was a business decision, you would think we were logical about it.

B2B 333

B2B CRM B2C Education 333

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B vs. B2C Customer Service. B2B customer service generally parallels the type of support delivered by businesses to consumers, known as B2C customer service.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

Peter Lavers

SEPTEMBER 6, 2018

He doesn’t just write and blog, though! 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. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.),

Customer Service 100

Customer Service Automotive B2C CRM 100

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. 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). Business to Consumer.

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ChurnZero

MAY 6, 2022

That’s easier to do in B2C. Find out what’s behind this trend in our blog, “ Where is Customer Success headed in 2022? ”. Then in the end, it’s like, well, who’s going to buy it? Having a target buyer in mind with that pain is super important.”. Category creators face more challenges in B2B. “I I love innovation and being first.

B2B 98

B2B B2C SaaS Metrics 98

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D., It’s cost-free, delightful and memorable.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ShepHyken

JUNE 22, 2018

Technology is a vital part of our daily lives, but it’s notorious for its impersonality when it comes to business-to-consumer (B2C) communications. While consumers are hungry to interact with brands via their mobile devices, many B2C communication channels are losing traction and consumer trust.

Customer Experience 39

Customer Experience B2C Airlines Technology 39

Grupo Noa

JULY 23, 2021

Lead generation can be useful for any type or size of business, and for both B2C and B2B spaces. The post Lead Generation Services first appeared on Grupo Noa International Blog. Why not harnessing all avenues of lead generation: Inbound lead generation outsourcing.

virtual call center 52

virtual call center B2C B2B outsourcing 52

Grupo Noa

JULY 23, 2021

Lead generation can be useful for any type or size of business, and for both B2C and B2B spaces. The post Lead generation services first appeared on Grupo Noa International Blog. Why not harnessing all avenues of lead generation: Inbound lead generation outsourcing.

virtual call center 52

virtual call center B2C B2B outsourcing 52

Provide Support

DECEMBER 19, 2017

Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. Published in Provide Support Blog , 2017. The Impact of Customer Service on Purchase Decisions. Read more.

B2C 63

B2C Customer Service B2B Surveys 63

TMP Direct

SEPTEMBER 16, 2021

If you have gated content that follows a blog post, make sure the blog post has enough valuable information for readers to part with their contact information. Start a blog, optimize homepage and inner content, take advantage of local SEO opportunities and use ‘alt tags’ for images. TMP’s role.

B2B 96

B2B B2C Chatbots Advertising 96

Mindtouch

JANUARY 23, 2020

CX-focused MindTouch customers can see yearly savings from $10K-100K (B2B) and $1M-20M (B2C). New revenue generation : A B2C company estimated that strategically adding CTAs to self-service content had helped increase revenue by 8%. The post 2019 CX Retrospective: The Year of Value Metrics appeared first on MindTouch Blog.

Metrics 62

Metrics B2C B2B Self service 62