Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. Forrester’s recommendation: Extend and elevate your existing retention efforts. B2B Loyalty, The B2C Way.

B2C 66

B2C B2B Customer retention Marketing 66

ShepHyken

AUGUST 6, 2023

My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.”

Customer Service 156

Customer Service B2C Customer retention Government 156

Totango

FEBRUARY 11, 2022

First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades.

B2B 107

B2B Customer Experience B2C SaaS 107

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. ” How will this help? Shocker, right? Closing Thoughts.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Journey mapping 175

Journey mapping Customer emotions Customer effort B2C 175

JustCall

DECEMBER 7, 2022

Besides actual words, sales reps also convey feelings to the customers and win their trust. Read on to learn how to identify and amplify sales/ marketing messaging in 2022. How can the customers trust your company when you do not communicate with them? For the same reason, sales messaging should cater to customer needs.

Sales 52

Sales Marketing B2C B2B 52

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. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

Customer Service 219

Customer Service Customer retention B2C Contact Center 219

JustCall

MARCH 23, 2023

This can have a considerable impact on customer satisfaction, loyalty, and, thus, retention. It can also increase sales, customer lifetime value, and positive word-of-mouth marketing. How to Develop an Omnichannel Marketing Framework? Can Omnichannel be applied to B2B and B2C businesses? appeared first on.

outsourcing 52

outsourcing B2B B2C Marketing 52

delighted

MARCH 24, 2020

However, there is one area that absolutely should not be compromised: the customer experience. Because tough times for your company indicate tough times for your customers as well, it’s more important than ever for you to focus on customer retention and loyalty. Acknowledge the situation, and put your customers first.

Customer retention 42

Customer retention Customer Experience Real estate Feedback 42

Quality Contact Solutions

MARCH 24, 2022

How to Use Telemarketing Services for Insurance Agents. Current customer outreach. Nothing says “you don’t matter to me” more than ignoring a customer for a whole year. Outsourcing allows producers to focus on the low-hanging fruit and convert more leads into sales.

Telemarketing 52

Telemarketing outsourcing Advertising Call Center 52

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 129

Customer Service B2C B2B SaaS 129

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. The stakes are usually higher with B2B customers. Dealing with providers is essentially a B2B function while dealing with members is B2C.

B2B 67

B2B B2C Contact Center contact center associations 67

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. And we asked some experts to share their best tips on how to gain customer loyalty.

Customer Service 211

Customer Service Chatbots B2C B2B 211

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. Plenty of good info and ideas to get you thinking about how to drive loyalty with buying committees, executives, end users and more. Want better customer service?

Customer Service 180

Customer Service B2C B2B Customer retention 180

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. B2B buyers are a different type of customers. Sustaining meaningful relationships has never been more of a priority for businesses.

Customer Service 55

Customer Service B2B B2C Upselling 55

Skybridge

MARCH 4, 2021

I’m often asked how to get leadership to consider investing in customer service and customer experience. The first thing to keep in mind, and the stats below will support this statement, is that customer service should not be seen as a cost, but as an investment that will lead to higher profits.

Customer Care 52

Customer Care B2C B2B Customer retention 52

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. Even though it appears consumer-based (B2C), there is good info for any type of business. Washington University in St.

Customer Service 162

Customer Service Consulting Consulting B2C 162

Nicereply

FEBRUARY 2, 2024

Source SuperOffice In today’s competitive environment, where customers are spoiled for choice, customer success has become a key competitive differentiator. As such, you must find ways to educate and guide your customers on how to gain maximum value from the products they’ve purchased.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

JANUARY 28, 2020

Get your ‘yes’ to Customer Success! Upcoming Webinar: How to Streamline Onboarding to Reduce Churn. Wednesday, January 29, 2020, 2:00 – 3:00 PM EST. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. Customer Success Around the Web.

B2C 64

B2C B2B Customer retention SaaS 64

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. We’ll also show you how technology can help you automate your engagement strategy.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. Methodology.

Customer Support 52

Customer Support B2C Chatbots B2B 52

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction. How is CSAT Measured?

Metrics 59

Metrics Surveys Analytics Feedback 59

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. What does a customer success manager do?

Management 52

Management CRM Analytics Customer retention 52

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Self service B2C Morale 56

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. These automated bots simulate human conversation and a preferred channel of communication for customers. Customer retention. Why is customer retention so important?

Customer retention 52

Customer retention B2C Chatbots Self service 52

ChurnZero

FEBRUARY 7, 2020

Report trends for Customer Success: 34% annual growth for Customer Success Managers (CSMs) in 2018. 72% of Customer Success roles are in the Software & IT industry with other top hiring industries including Internet, Marketing, and Finance. This means a vigilant focus on growing customer retention and lifetime value.

SaaS 64

SaaS Transportation B2C Customer retention 64

Totango

MARCH 26, 2019

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires.

B2C 65

B2C Upselling B2B Education 65

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 40

B2B Self service B2C Morale 40

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!)

Self service 67

Self service B2B SaaS Gamification 67

Dialer 360

NOVEMBER 2, 2020

B2B And B2C Marketing. How To Get Maximum Productivity With Ringless Voicemail? Customer Retention Through Voicemail. Every business dependent mainly on its customer. Consequently, customer acquisition and customer retention are highly important to compete in the real estate industry.

Real estate 49

Real estate Marketing Advertising B2C 49

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica. Nancy Porte.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

JustCall

DECEMBER 1, 2022

How to ensure that your sales team meets a revenue-based goal? Strategic sales goal examples often include a reduction in customer churn for the next cycle. A sales team should aim to reduce customer churn by 2%, 3%, or any other magnitude over the next sales cycle. In the end, a company is paying SDRs to win more customers.

Sales 52

Sales SaaS B2B B2C 52