Tethr

MARCH 1, 2021

Here at Tethr, we’re on a mission to peel back the layers of uncertainty that surround customer conversations and deliver real, actionable data instead. This year, we’re exploring a new frontier: inbound sales. We have the tools to analyze 100% of sales calls, 100% of the time. million sales calls from a dozen companies.

B2C 69

B2C Sales Inbound sales Coaching 69

Fonolo

NOVEMBER 1, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users. Twitter: @howethomas. Tobias Goebel. Roland Selmer.

Customer Service 69

Customer Service B2C Finance Engineering 69

IdeasUnlimited

NOVEMBER 15, 2021

By giving your customers a number to call in case they would like to speak to you is a simple but effective way to let them know that you highly prioritize their shopping experience on your website. Customer service has many functions but chief among them is its ability to push customers into the purchase funnel which results in a sale.

Customer Service 40

Customer Service B2C Call Center Scripts 40

Skybridge

JULY 8, 2020

Asked one of your field sales representatives about the specifications of one of your products? By understanding what it really means to be one of your customers, we can experience firsthand the challenges they face and the frustrations they experience with our products and services. We are all somebody’s customer.

Journey mapping 52

Journey mapping Interactive Voice Response B2C B2B 52

JustCall

APRIL 19, 2023

Additionally, marketing creates awareness for your brand and its products/services, which will drive both prospective customers and loyal relationships. Generally, it’s advisable for: B2B businesses to spend 2-5% of their revenue on marketing B2C businesses to spend 7-10% of their revenue on marketing 3.

Customer centricity 52

Customer centricity Enterprise voip B2C 52

Skybridge

OCTOBER 20, 2020

I don’t say that only because your sales – and customer call volumes – are very likely to go through the roof this year. Mostly, I say it because customer expectations, needs, and the standards they use for rating your performance have changed. Senior Vice President, Sales and Marketing. up from 12% in 2019).

B2C 52

B2C Sales Marketing Personalization 52

Fonolo

OCTOBER 30, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via Messaging channels (ex: Facebook messenger, WhatsApp, WeChat etc). He has 13 years of product management experience, 4 years of sales engineering experience, and over 10 years of training / professional services experience.

Customer Service 52

Customer Service B2C Engineering Finance 52

JivoChat

MARCH 25, 2021

Statistics show that live chat improves lead and sales conversion rates. Live chat is a great way to get as many quality leads as possible and ultimately, higher sales conversion rates. And those customers are more likely to return too. 94% of customers who were proactively invited to chat were satisfied with the experience.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Statistics show that live chat improves lead and sales conversion rates. Live chat is a great way to get as many quality leads as possible and ultimately, higher sales conversion rates. And those customers are more likely to return too. 94% of customers who were proactively invited to chat were satisfied with the experience.

Wait times 52

Wait times Sales Scripts B2B 52

Quiq

APRIL 29, 2020

“Coronavirus: Ecommerce Crisis Management for Today and Tomorrow” takes a look at how retailers, manufacturers, and wholesalers are responding to unprecedented challenges while taking advantage of new opportunities to increase online sales. Protect Your Brand’s Perception.

B2C 52

B2C Wait times Government B2B 52

Pointillist

SEPTEMBER 10, 2020

Journey orchestration incorporates the full understanding and context of a customer’s experience at every interaction—whether it is instigated by your customer or your company. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

Taylor Reach Group

MARCH 26, 2018

Dive into the innovation, strategies and tactics you’ll need to success in Today’s Ecommerce environment – from increasing customer satisfaction to boosting productivity and cutting costs. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. Modern Customer Experience - Oracle April 10 – 12, Chicago, IL.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

SmartKarrot

MAY 27, 2020

If it is a B2C then you would expect a higher volume of downloads along with a high churn rate. Let’s look at some of the common reasons for SaaS customer cancel. After the initial purchase, there are chances that the customer is not able to drive value out of your product. Fail to get ROI. The reasons could be many.

SaaS 10

SaaS B2C Customer retention Consulting 10

Lumoa

MARCH 12, 2023

The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Say a customer contacts your support team because they run into a problem. Another customer reaches out to your sales team to get a demo. A third customer sends you a LinkedIn message to ask about your pricing.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

SmartKarrot

FEBRUARY 16, 2022

Enhancements in CX can reduce customer attrition by 10 to 15%, raise offer win rates by 20 to 40%, and reduce customer service costs by up to 50%. 80% of B2B buyers expect a purchase experience similar to that of B2C customers. B2B businesses that customize their e-commerce experiences outsell their competition by 30%.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

B2C 64

B2C B2B Advertising Accountability 64

REVE Chat Blog

JUNE 17, 2020

Deliver real time customer support. Real time support is a critical aspect of improving online customer service. Live chat is a popular channel that empowers your agents to deliver instant sales and support assistance to your customers. Personalize your customer care with video chat.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

B2C 40

B2C B2B Advertising Accountability 40

JustCall

MARCH 23, 2023

The Role of Customer Experience in Omnichannel </H3> An omnichannel strategy provides customers with a seamless user experience across any channel, whether social media, in-store, or SMS. This can have a considerable impact on customer satisfaction, loyalty, and, thus, retention. Is Outsourcing Right?

outsourcing 52

outsourcing B2B B2C Marketing 52

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. Even worse, the customer care centre was seen as mere complaint handlers. But of equal importance in terms of top two mentions, is the desire to generate insights.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. Even worse, the customer care centre was seen as mere complaint handlers. It can make a real difference in terms of both sales and profits to those who follow this direction.

Big data 59

Big data Marketing B2C CRM 59

ShepHyken

JUNE 12, 2017

Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. Equities) Loyal customers will do more than just continue to support your business through ongoing sales—they’ll also inspire others to choose you over your competitors.

Customer Service 195

Customer Service Metrics B2C B2B 195

RichCall

SEPTEMBER 13, 2017

@Donna Peeples , Customer Experience Strategist. Bruce Temkin , a customer experience transformist. Wade Wiant , Vice President of Sales and Channels at Mediu. This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. With 20 years of experience as a customer success, sales, and marketing executive, she has primarily worked with growth-stage tech companies, and has led several award-winning customer success teams.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64