TeamSupport

APRIL 26, 2019

Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers. Offer personalized services. Personalization is transforming the way that customer service professionals create their strategies. Understand the customer.

Customer Service 55

Customer Service B2B B2C Upselling 55

JustCall

APRIL 5, 2023

With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. This includes collating information from surveys, marketing initiatives, and/or team interactions, etc. Another survey by Zendesk claims that 69% of consumers first try to resolve their issue independently.

Management 52

Management CRM Analytics Customer retention 52

Quiq

JULY 12, 2022

Upselling and cross-selling are important customer service functions, but your team should also be available at key points in the purchase process. Now, customers interact with businesses more online than they do in person. It also allows you to provide personalized coupon codes, upcoming sales, or restock notifications.

Customer Service 52

Customer Service Chatbots B2C Sales 52

Quiq

JULY 13, 2022

Upselling and cross-selling are important customer service functions, but your team should also be available at key points in the purchase process. Now, customers interact with businesses more online than they do in person. It also allows you to provide personalized coupon codes, upcoming sales, or restock notifications.

Customer Service 52

Customer Service Chatbots B2C Sales 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 0

B2C SaaS Accountability B2B 0

Totango

JULY 18, 2018

Given their role as the primary personal face of the company for most customers, are we expecting enough from Customer Support teams? Digital-first B2C companies such as Amazon, Uber, and Lyft have set the bar high for an intuitive and responsive customer experience. Are we expecting enough from Customer Support?

Customer Support 56

Customer Support B2C Customer retention Upselling 56

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334

Lumoa

FEBRUARY 9, 2023

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.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Amity

MARCH 15, 2018

Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. Regardless of whether you are B2B or B2C, the data you can gather from measuring CSAT is invaluable. After the initial CSAT onboarding survey, develop a regular cadence of sending one out.

Management 69

Management Metrics Accountability Surveys 69

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

JivoChat

MARCH 25, 2021

You need to make sure your chat window is easily accessible, hours are clear, you are using proactive triggers to personalize the experience, and have real humans behind the screen, as often as possible. 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 ICMI Report ). Emarketer ). CCW Digital ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

You need to make sure your chat window is easily accessible, hours are clear, you are using proactive triggers to personalize the experience, and have real humans behind the screen, as often as possible. 22% of surveyed companies recorded a 5-10% increase in revenue because of live chat. (99 ICMI Report ). Emarketer ). CCW Digital ).

Wait times 52

Wait times Sales Scripts B2B 52

SmartKarrot

JULY 30, 2021

Be it B2B or B2C, a subscription model of business, or any other, customer loyalty is the biggest gain for companies from customer success. One survey estimates that newer companies prioritize customer success 21% more than their established counterparts and are gaining from that. What are the most common customer success mistakes?

Upselling 10

Upselling SaaS B2B Metrics 10

Pointillist

MARCH 22, 2018

JetBlue has in the past made as much as an additional $140million in revenue through its upsell program called ‘Even More Space.’. There are many such examples of B2C and B2B companies that are using upsell and cross-sell opportunities to generate profits. In this post, I take a detailed look at: What is upsell and cross-sell?

Upselling 71

Upselling Analytics B2B B2C 71

SmartKarrot

AUGUST 10, 2020

B2B customer expectations are seemingly higher than B2C customers’ B2B businesses must rise to meet these growing expectations to remain competitive in their markets. Exceeding customer expectations now requires businesses to deliver a more personalized customer experience.

Customer retention 19

Customer retention B2B B2C Feedback 19

SmartKarrot

SEPTEMBER 14, 2023

The roles and responsibilities assigned to each person: you should define the roles and responsibilities each sales rep is supposed to undertake. For instance, you may have specific policies on cross-selling or upselling products and services or allow your sales reps to have custom quotes depending on the products a customer wants.

Sales 10

Sales B2C Best practices B2B 10

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. With a modern CX platform you can now create more personalized customer experiences across the board, while also streamlining your customer feedback collection. Personalization and targeting capabilities.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

SmartKarrot

DECEMBER 28, 2021

It equips the users to personalize their profile as per their choice and be a part of a community. An important thing that defines a good SaaS sign-up flow is that it makes the customers feel that the personal information they are providing is necessary and getting something in return. It is appropriate for B2C businesses as well.

SaaS 10

SaaS Upselling B2C Best practices 10

Quality Contact Solutions

AUGUST 20, 2021

Established by the American Institute of Certified Public Accountants (AICPA), the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected.?SOC

Call Center 98

Call Center Telemarketing outsourcing B2C 98

Lumoa

MARCH 20, 2018

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 personalized omnichannel experience in B2B customer journeys.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ChurnZero

MARCH 31, 2023

It’s slightly higher in the B2C sector at 6.8% In his words, second-order revenue stems from upsells, renewals, word-of-mouth and champion change. The same personalized touch that wins a customer is required post-sale as well: “It works just the same with your customers after you close them—only more so. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

Lumoa

MARCH 20, 2018

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 personalized omnichannel experience in B2B customer journeys.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

JivoChat

AUGUST 24, 2021

You can conduct surveys with multiple-choice questions and allow people to rate different aspects of your products, services, and customer support. How to calculate it: Send a survey to your customers asking them to rate their experience on a number scale (such as 1-10). Don’t take this personally. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Nicereply

MARCH 8, 2023

Customer surveys Data direct from your customers is the best kind of data. The data gathered from customer surveys is also given willingly, which is a good way to make your customers feel like you value their consent. Cross-sell or upsell to existing customers. Does your B2C product make your customer’s life easier?

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

B2B 62

B2B Feedback B2C Enterprise 62

JivoChat

APRIL 15, 2021

Live chat apps make it easy to give customers the personalized, on-demand service they crave with real-time communication and quick response times. According to a Kustomer survey , 79% of customers experience frustration when they can’t connect with a brand on their preferred channel or communication method. So, what’s the solution?

Best practices 52

Best practices Upselling CRM Sales 52

Babelforce

JANUARY 28, 2021

If you sell b2b (or high-value b2c) then that means a phone call. Think about the steps in this process: Leads enter your system Tags are added to their profile based on their personal information Those tags guide the next action – like a high-priority outbound contact. You do NPS surveys , right? Care to disagree?

Contact Center 52

Contact Center CRM Upselling Sales 52

JivoChat

JUNE 15, 2021

B2B and B2C users can use apps to improve their Shopify store experience, integrate Shopify with other tools they’re using, and streamline the online shopping experience. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells. Candy Rack.

Upselling 52

Upselling Analytics Sales Marketing 52

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. B2B business leaders can use this process to learn about specific customer pain points, which will help them improve and personalize the various stages of the sales process. However, it also applies to B2B businesses.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

Pointillist

APRIL 17, 2019

Insights obtained from Customer Analytics tools are used to address a variety of use cases, including acquisition, retention and cross-sell/upsell. Digital experience platforms have a broad set of capabilities that encompasses content, marketing, e-commerce, services, analytics, customer data, and personalization.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. A highly personalized digital service, the company has been dubbed the “Netflix of telco.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64