ShepHyken

APRIL 20, 2020

My Comment: And while we’re on the subject of loyalty programs, our friends at Oracle in their Modern Marketing Blog share seven ways to add more value to a program. Even though it appears consumer-based (B2C), there is good info for any type of business. “Listening” is more than hearing one customer’s feedback.

Customer Service 162

Customer Service Consulting Consulting B2C 162

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. Then there’s the difference between B2B and B2C products themselves. Most customers will love feeling like their feedback is valued.

B2B 68

B2B B2C CRM Surveys 68

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. Well, not exactly.

Customer Service 103

Customer Service B2C B2B Self service 103

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Hello Customer

APRIL 5, 2023

As CX Expert Steven Van Belleghem says in his blog ‘ Four ways to remove friction from the customer experience ’: “[In many companies there are] … corporate processes that historically grew into a certain shape but are no longer relevant. Mapping the customer journey, asking the right question, and collecting feedback is your starting point.

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

B2C 0

B2C SaaS Accountability B2B 0

Anexa BPO

FEBRUARY 17, 2023

In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation. Data and metrics that are pulled from surveys simply won’t fit in this context and won’t provide ongoing analysis and feedback requirements.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

Totango

JULY 13, 2021

The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. Start by implementing a customer feedback program to gather important data and identify unhappy customers. Elements that Drive Customer Success Growth.

Customer centricity 101

Customer centricity B2C Enterprise Upselling 101

Hello Customer

JUNE 21, 2021

Whereas it can be hard to capture that knowledge through feedback, it's not impossible to ask your customers. If you're looking for product feedback, you can easily ask for a CSAT (Customer Satisfaction) score asking how satisfied the customer is with the product. You can read all about it in this blog post.

Customer centricity 52

Customer centricity B2C Feedback Surveys 52

ViiBE Blog

OCTOBER 28, 2021

ViiBE Blog > Remote Customer Service > Digital Customer Experience What is digital CX? Digital transformation in the B2C world has always been about satisfying customers’ expectations in the digital world. Video assistance can be used as an extension of your brand, storefronts, blogs, and social media channels.

B2C 52

B2C Sales Technology Customer Experience 52

GetFeedback

JULY 19, 2019

B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. If you’ve ever written something—a book, a presentation, even a blog post—think of VoC data the way you would think of the writing process. Passenger feedback from a Philadelphia-based airport alerted JetBlue to dissatisfaction.

Airlines 123

Airlines Benchmark Surveys B2C 123

Nicereply

FEBRUARY 25, 2020

See where you can connect platforms together (such as your feedback tool, your billing software and your internal logs) to get more context about your customer’s journey. In the last five years, the number of dedicated customer experience executives grew more than 1000%, in both B2B and B2C companies, according to Forrester.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

PeopleMetrics

FEBRUARY 25, 2022

Over the long run, collecting feedback at critical points in the customer journey gives you the data and insights you need to make strategic and iterative improvements to your service. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops. How is CX management evolving today?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

ProProfs Blog

AUGUST 14, 2020

One of the Hyken’s blogs suggested that. To know what your prospective buyers really think, you need a tool that helps you capture their feedback efficiently. Besides getting feedback through chat ratings helps you improve your services for future support processes, you also learn to identify user behavior on the website.

Analytics 174

Analytics B2B Education Feedback 174

AWS Machine Learning

NOVEMBER 22, 2022

In this post, we describe an approach for analyzing the overall sentiment of customer feedback in near-real time (a few minutes). Real-time sentiment analysis is very useful for companies interested in getting instant customer feedback on their products and services, such as: Restaurants. Use cases for real-time sentiment analysis.

APIs 68

APIs CRM Feedback B2C 68

Mindtouch

AUGUST 27, 2018

According to the same report from Marketo, 74% of B2B consumers and 56% of B2C consumers think it is important to have their profile data integrated across all touchpoints. 74% of B2B consumers and 56% of B2C consumers think it is important to have their profile data integrated across touchpoints. Listen to customer feedback.

Self service 48

Self service B2C B2B Multi-channel support 48

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Before we look at the top 7 customer success management tools, ensure that the CSM tool you select can: Identify and create accurate customer profiles Capture customer data, history, and feedback in real-time.

Management 52

Management CRM Analytics Customer retention 52

Enghouse Interactive

NOVEMBER 13, 2020

Research carried out for the guide found that the 41% of B2C organisations ranked customer experience as the most important factor that they wanted to compete on, ahead of quality (31%) and price (27%). Otherwise, they may well pay lip service to it and treat asking for feedback as a chore, rather than an opportunity for improvement.

Analytics 54

Analytics B2C Benchmark Feedback 54

Nicereply

NOVEMBER 27, 2023

Typeform If you’re after a more interactive and visually appealing way to collect customer feedback, Typeform is a solid choice. Overcomplicating the Survey: Long and complicated surveys are a surefire way to reduce response rates and can lead to respondent fatigue, affecting the quality of the feedback.

Metrics 59

Metrics Surveys Analytics Feedback 59

Nicereply

MAY 14, 2019

Brand communities will look different depending on whether they are B2B or B2C communities. In B2C communities like the Sephora or Playstation communities, members almost exclusively discuss their experiences using or searching for the brand’s products and build social relationships. How did you like this blog?

Sales 76

Sales B2C B2B Customer retention 76

bold360 Blog

MARCH 29, 2020

She wanted to learn why the customer was giving that feedback and how the business acted upon the feedback. John Hancock has multiple audiences they survey, including B2C and B2B customers. The post CXNext Live: KPIs That Live Up to Their Name: CX Success Metrics That Work appeared first on Bold360 Blog.

Metrics 52

Metrics B2B B2C Surveys 52

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

B2C 60

B2C SaaS Accountability B2B 60

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Making the Most of Customer Feedback. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Who wrote it: The Incite Group. Where to get it: [link].

Call Center 89

Call Center Contact Center B2C Surveys 89

Kayako

JULY 30, 2018

Customer voice: Creating content through dynamic customer feedback and their perspective is the fastest way to successful content marketing. A good example of leveraging customer feedback to drive your growth strategy is a series of articles I recently followed on “getting comfortable with SEO”. Where Do You Start?

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

Lumoa

NOVEMBER 30, 2022

In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. You should also provide an outlet for receiving feedback from your customer’s experience, such as a “How did I do?…” This may be especially useful for your young, elderly, or disabled customer demographic. …” prompt.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

GetFeedback

JULY 25, 2018

That same data set reiterates the importance of personalization, too: 70% of B2C shoppers say a company’s understanding of their individual needs influences their loyalty, while that number goes up to 82% for B2B buyers. These tools give your audience a voice—and empowers your brand to act on the feedback you’ve gathered.

SaaS 60

SaaS Feedback Surveys B2C 60

Nicereply

MARCH 23, 2023

It’s worth noting that I’m speaking specifically of B2B here, and B2C may have different results.) Each of the individual gifts was well received, and the same items had gotten great feedback from existing clients in the same demographics, but it added up to too many touches. Do you know what our clients really wanted?

Customer retention 52

Customer retention B2B B2C Benchmark 52

ProProfs Blog

DECEMBER 23, 2020

You can’t rely on one source to collect customer data and complete the B2C customer segmentations process. Use Feedback Software to Know What’s Your Customer Thinking. Companies find it easier to collect customer data through feedback solutions as it enables them to assess the collected data faster. Collect Customer Data.

Marketing 131

Marketing Accountability Feedback Customer Support 131

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Read the full answers here below. Companies do marketing, sales and CRM – the customer does the experience! Marketing, Customer service.

Customer Experience 129

Customer Experience Customer centricity Education Consulting 129

REVE Systems

DECEMBER 19, 2017

Everyone can see this and share their opinion and feedback throughout the team. Along with already popular role playing in the B2C space, chatbots are entering into the B2E and B2B scenarios as well. The post 5 Reasons to Consider Enterprise Messaging for Your Business appeared first on Revesoft Blog. Adaptability and mobility.

Enterprise 73

Enterprise B2C Chatbots B2B 73

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

JivoChat

JULY 21, 2021

With the right strategies and methods, you might find that you can engage customers by collecting feedback and maintaining open communication. Or, consider seeking customer feedback through Google, Facebook, or Yelp reviews. Amazon’s feedback form. Let’s look at a few examples of customer relations.

Chatbots 52

Chatbots B2C CRM Customer retention 52

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . 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? B2C companies sell to consumers. B2B companies sell to other companies.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. ” Her blogs are regularly published on eminent publications such as Forbes and The Harvard Business Review. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

GetFeedback

JUNE 3, 2019

For example, SMS surveys might be very effective when surveying a younger demographic in the B2C sector, whereas sending an SMS to the account owner on an enterprise software account might not be appropriate. This is the last chance to give feedback on your latest service interaction. For example: Did you love the support you received?

Surveys 74

Surveys Customer Service B2C Metrics 74

aircall

JUNE 9, 2021

e-books and blogs), mobile apps, FAQ sections, and automated tech support tools. With the rise of social media channels as a B2C channel (consumers are most likely to post on social media after interacting with a company), customers expect that they can reach your support teams through your social media accounts. Social Media.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62