article thumbnail

5 Top Customer Service Articles of the Week 6-7-2021

ShepHyken

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Many of the same principles in a B2C loyalty program apply to B2B. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison. That’s the famous McDonald’s upsell question. Absolutely!

article thumbnail

7 Great Customer Engagement Ideas

Totango

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Rewards will differ from B2B to B2C customers.

B2C 62
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

B2B Customer Service vs. Customer Success

Totango

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 Customer Success vs. B2B Customer Service.

B2B 92
article thumbnail

Understanding the B2B Customer Journey and How It Differs from B2C

Totango

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 117
article thumbnail

What is Customer Success and Why is it Important?

Nicereply

This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers. Current customer experience : The customer journey map for your business and key areas of improvement.

article thumbnail

Advance from Personalization to Customer Journey Orchestration

Pointillist

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. However, for customers in the middle of a support journey, their primary goal is to resolve their current issue. Their goal is to expand their service.

article thumbnail

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

upselling to the most loyal customers) Process changes (e.g. 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. We’re moving towards a personalized omnichannel experience in B2B customer journeys.