ShepHyken

JANUARY 16, 2017

This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship. There are various “stages” that the customer goes through before he or she says, “I want to come back.”

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

JivoChat

JUNE 26, 2022

Case studies. Copywriting for B2B vs B2C. With the Copywriting Secrets course, you will learn how to structure and write compelling sales copy, interview end customers with the confidence to create persuasive case studies, apply the power of emotional drivers, and write effective calls to action. . Case studies.

B2C 75

B2C B2B Sales Best practices 75

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). Only 22% of the buying decision is from the direct influence of the supplier. The dangers of “firing” customers.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

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. As Hill has noted: “There are always some economic case studies that prove cutting costs or raising fees makes sense. It is time for value-unique.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ClearAction

DECEMBER 31, 2015

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. Highlights from the past year are shared in the table below, including case studies from EMC, VMware, SunTrust, tw telecom, Applied Materials, and John Deere. Highlights.

Customer Experience 54

Customer Experience B2B B2C Journey mapping 54

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. He has worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and D2C e-commerce. Can you tell us how you got started in customer experience? I was lucky enough to take a non-traditional path.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

Comm100

NOVEMBER 2, 2020

We have hand-picked some of the top chatbot examples to show you how you could use AI customer service bots across channels – 5 use cases across industries, plus one case study of how a chatbot resolved 91% of live chat inquiries. Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B?

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Hero Digital

APRIL 8, 2020

CASE STUDY. Originally a B2B e-commerce site, Alibaba was in the middle of pivoting to B2C to compete with eBay. In weeks, founder Jack Ma’s team completed Taobao, their B2C marketplace. How a past epidemic changed consumer habits and led to a $25 billion IPO. But then, in the spring of 2003, the SARS epidemic hit China.

Banking 104

Banking B2C Healthcare B2B 104

LiveChat

JANUARY 3, 2019

The first post on our list is the LiveChat case study about the long way to reach 100k unique views on our blog. Another case study on my list comes from Mateusz, LiveChat Marketplace Specialist and my office neighbor. This case study was born when Mateusz realized two things.

Chatbots 59

Chatbots B2B SaaS B2C 59

Fonolo

MAY 10, 2018

When you arrive at his company homepage, WCL Management, which works with B2C, B2B and public sectors, do yourself a favour and head on over to the Latest Thinking section. Morgan’s blog roll is both vibrant and varied, with many revealing case studies on some of America’s most celebrated brands like Adobe, Capital One, and Ford.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Up Your Service

APRIL 30, 2017

Because winning with Service today is an essential strategy in EVERY industry, and only those with direct B2C contact like retail, hotels, and restaurants. Why is this worth noting, and sharing? Uplifting Service book review by Daniel Rimmelzwaan.

Technology 75

Technology B2C Government Service level 75

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. This technology minimizes idle time between calls, maximizing agent productivity.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Quality Contact Solutions

OCTOBER 4, 2022

Case Study: B2B Lead Generation & Cold Calling. With all the options, it’s tough to know where to start. That’s why we’ve compiled four best practices to help you meet your sales goals and keep your team busy. Here’s How to Generate Leads. Set Attainable Goals.

Best practices 111

Best practices Telemarketing outsourcing B2B 111

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. About the Author: .

Sales 76

Sales B2C B2B Customer retention 76

bold360 Blog

DECEMBER 4, 2019

Great for helping to build the business case for investing in customer service and customer experience. B2B and B2C focus. Good selection of varying Case Studies of AI implementations. Wholistic view of CX. Marries real world examples with tangible takeaways. Kannan and John Bernoff. Blueprint book. Quick read.

Customer Experience 40

Customer Experience B2C B2B Employee engagement 40

ForeSee

SEPTEMBER 16, 2016

Like many B2C companies, leading U.K.-based based online parcel shipping service myHermes relies on customer ratings and reviews as a core component of its business strategy. A high volume of reviews. The post How myHermes is boosting business with ForeSee Ratings & Reviews appeared first on ForeSee.

B2C 63

B2C 63

Natalie Petouhof

JANUARY 29, 2016

Whether B2B or B2C, B2B2C or whatever the business model is, what is true is those companies that are digitally enabled are more successful. Maybe even make it into our case study library! You can download the excerpt and learn more about what I discovered.

B2C 49

B2C B2B Feedback Customer Service 49

ShepHyken

APRIL 3, 2023

This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. Some rely too heavily on the new technology, some stay away with a concern about a poor CX, and some have found the perfect balance between technology and the live agent experience.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Inspiring Real-Life Case Studies To Learn From Real-life case studies of successful customer success programs are a great way to see how customer success programs can work well for a business.

Management 52

Management CRM Analytics Customer retention 52

Answer Dash

OCTOBER 15, 2018

Customer stories and case studies are particularly effective at communicating how products and services solve actual problems in the marketplace. One of the things we heard repeatedly was the value of offering insight into how customers experience and use products.

B2B 76

B2B Marketing Customer Experience Benchmark 76

CX Journey

APRIL 7, 2016

These four rules would work very well for B2C or B2B companies whose products have become commoditized and who want to differentiate on service. In-depth case study: LUX*: Staging a Service Revolution in a Resort Chain Jochen Wirtz is Professor of Marketing at the National University of Singapore.

Airlines 56

Airlines Scripts Education B2C 56

Influitive

AUGUST 3, 2015

The days of social media being a B2C-only marketing tool are long gone. The best way to show ROI is to create case studies showcasing how your advocates are using your products to succeed. Here are four ways advocate marketing can generate powerful social proof to persuade more buyers to choose your brand.

B2B 66

B2B Marketing B2C Education 66

TechSee

JANUARY 25, 2023

With extensive knowledge of diversified B2C and B2B/B2G strategy, Stefano has led prominent multinational corporations and international groups; including public, privately owned, and private equity funded businesses. Philips partners closely with their customers to transform healthcare delivery. How to sift through it all?

Automotive 41

Automotive Management Enterprise B2B 41

aircall

JUNE 9, 2021

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. Research is always key to knowing how to enhance your customer support channels and services.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

JustCall

APRIL 13, 2020

Further, find out if there are any prospects downloading case studies or e-books. ” This will depend on whom you’re selling to (B2C to enterprise), and what you’re selling. You can share case studies for illustrating how your clients are using your products to achieve their goals.

Sales 98

Sales CRM Analytics Chatbots 98

SmartKarrot

MARCH 2, 2022

One of the main reasons for this is that the market is already flooded with competitors, many of whom compete for customers’ already limited attention in both B2B and B2C environments. Make in-depth case studies — Obtain permission from existing clients and post their stories, and results after using your service.

SaaS 12

SaaS Marketing Upselling Engineering 12

CrazyCall

OCTOBER 2, 2019

Harry Dry from MarketingExamples.com made a whole case study on how brands can become antifragile through exposing and announcing its own flaws, including above mentioned KFC case and another of Lewis Capaldi mocking the Oasis legend Noel Gallagher. Now, that’s the complete opposite of what the majority of brands do.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. It’s slightly higher in the B2C sector at 6.8% Minimizing churn is key to the growth and long-term success of any subscription business,” the company says in a report detailing the study’s data.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Kayako

SEPTEMBER 28, 2022

According to Zendesk’s Employee Experience Trends Report 2022, requests from corporate employees increased 31 percent last year, nearly double the rate of both B2B and B2C companies. Check out our case study and see how Texas Tech reduced ticket volume, improved collaboration, and increased customer satisfaction with Kayako.

Technology 62

Technology Customer Service Multichannel Self service 62

Babelforce

JANUARY 28, 2021

If you sell b2b (or high-value b2c) then that means a phone call. One case study showed major increases in agent skills and agent retention. Here’s the stat to keep in mind: the odds of a lead entering your sales process is 21 times greater if you contact them within 5 minutes, versus 30 minutes. Care to disagree?

Contact Center 52

Contact Center CRM Upselling Sales 52

LiveChat

JUNE 8, 2018

91% of B2B marketers and 86% of B2C marketers today use content marketing. Both B2B and B2C marketers are heavily reliant on social media posts for their content marketing. These are followed by case studies, videos, ebooks/white papers for B2B and videos, illustrations, and infographics for B2C companies.

B2C 66

B2C B2B Scripts Wait times 66

REVE Chat Blog

NOVEMBER 21, 2019

Case studies – Case studies are an effective webinar format because sales ready leads look for concrete details on product ROI and benefits. Case studies provide social proof that your product can deliver. In fact, 42% of B2B buyers find case studies to be valuable in the buying process.

Best practices 77

Best practices B2B Sales Chatbots 77

Kayako

JUNE 16, 2022

The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. You can read more about how Quick Heal healed its customer support problem in this case study. . Today we know that it’s not quite that simple. Extend support hours.

Customer effort 62

Customer effort Metrics Self service Surveys 62

Talkdesk

JUNE 1, 2016

The later adopters want to see case studies and to see that it really works. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. They help you write the playbook for essentially the early majority. Churn rate vs. NPS.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. As a B2B company, you still have clients and a client journey even though you sell to other businesses rather than consumers directly, as in the B2C world. However, it also applies to B2B businesses. Then comes the adoption stage.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Lumoa

AUGUST 10, 2018

That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS).

B2C 64

B2C Benchmark B2B Metrics 64

Lumoa

AUGUST 10, 2018

That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS).

B2C 64

B2C Benchmark B2B Metrics 64