ShepHyken

SEPTEMBER 20, 2019

Simply put, B2B support is significantly different than B2C support. Some customer support software solutions have these built in, while other options can include an internal Wiki, blog, or Slack channel. The post Guest Blog: Why cross-team collaboration is essential for B2B customer support teams appeared first on Shep Hyken.

B2B 272

B2B Customer Support CRM B2C 272

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication.

Customer Service 315

Customer Service B2C Airlines Management 315

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ShepHyken

JUNE 23, 2017

Promotions, proactive invitations and live chat work well both in B2C and B2B e-commerce environments, as they can be tailored to your organization’s products. The post Guest Blog: Proactively Engaging with Website Visitors appeared first on Shep Hyken. Lead Generation. Households Have Amazon Prime.

Banking 194

Banking B2C Advertising B2B 194

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 234

Customer centricity Feedback B2C Customer Experience 234

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 221

Customer Service B2B B2C Accountability 221

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

NICE inContact

APRIL 24, 2019

In addition to its core B2B business distributing 60 million products to retail outlets worldwide, Basic Research continues to build a thriving B2C business: Consumers order direct by phone or online. The post Basic Research Builds B2C Business with Custom CRM Integration appeared first on NICE inContact Blog.

B2C 55

B2C CRM APIs Contact Center 55

OctopusTech

MAY 29, 2018

Now B2B (Business to Business) and B2C (Business to Consumers) are some such techniques used in the corporate language that refers to the two business marketing models that are as different from one another as they can get (apart from sales which are the end results in both these and almost every other marketing model). That’s telemarketing.

Telemarketing 59

Telemarketing B2C B2B Upselling 59

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

Totango

JULY 1, 2022

This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. First, we’ll discuss what customer loyalty is.

B2B 109

B2B SaaS B2C Upselling 109

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 319

Customer Service B2B Journey mapping Chatbots 319

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 109

B2B Customer Experience B2C SaaS 109

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Comm100

MARCH 16, 2018

We’ve written this blog post to help you make sure that you are writing the right kind of sales letter: the kind that your customers will open and act upon. Sign Off and Add a P.S. This blog post is the first part of a 3-part series: 5 Things to Consider Before Drafting Sales Letters and Emails. Present Your Product. Make Your Offer.

B2C 41

B2C Sales Scripts Personalization 41

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 196

Customer Service B2B B2C Personalization 196

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

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 207

B2C Banking B2B Customer advocacy 207

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

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 81

B2B B2C Best practices Self service 81

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 241

Customer Service B2C B2B Contact Center 241

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

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 214

Customer Service B2C Call Center Government 214

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

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

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). My Comment: Josh Linkner, innovation guru, has a weekly blog. Moore, Executiv e Editor at MarTechExec. The future is now!

Customer Service 195

Customer Service B2C B2B Feedback 195

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 93

B2B Customer Service Interactive Voice Response B2C 93

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 332

B2B CRM B2C Education 332