Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior.

B2C 231

B2C Banking B2B Consulting 231

ShepHyken

NOVEMBER 25, 2022

Studies have shown that customers who receive relational customer service are more likely to make repeat purchases. Businesses can collect this information through surveys, interviews, focus groups, and customer data.? . Relational customer service is a more effective way to build loyalty and customer lifetime value (CLV).

Customer Service 194

Customer Service B2C B2B SaaS 194

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. million total survey questions, with several million devoted to emotions and feelings related to experience. Some additional stats: We have asked approximately 4.5

B2C 208

B2C Banking B2B Customer advocacy 208

Satrix Solutions

JUNE 15, 2020

Collectively, we have learned a lot through NPS benchmarking studies. We understand the unique considerations that should be made when measuring NPS for B2B organizations compared to B2C. Databases that rely on people at those companies to self-report, rather than third-party administered surveys, can be even more dubious.

Benchmark 78

Benchmark B2C Surveys B2B 78

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. Also, we now offer comprehensive research services (qual and quant), from study design to fielding to analysis/reporting.

B2B 90

B2B Journey mapping B2C Benchmark 90

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. Do Survey Customers Through SMS. It’s no secret that next-gen consumers like to text with friends and even family rather than phone them.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

TechSee

APRIL 23, 2019

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. Predictive Analytics Applied to B2C. The Benefits of AI predictive maintenance in B2C.

B2C 104

B2C Automotive Analytics Enterprise 104

Fonolo

FEBRUARY 5, 2020

The report surveyed 8000 B2B and B2C customers and revealed that 75% of them expect companies to use new technologies to create better experiences. . Both B2B and B2C consumers expect a fast response when they reach out to a business with questions, concerns, and issues. . Tip #3: Ensure rapid response times to all requests.

Customer Service 99

Customer Service B2C B2B Abandon rate 99

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. It then compared these findings with a survey of businesses to identify gaps in the two modes of thinking.”. Who wrote it: The Incite Group.

Call Center 89

Call Center Contact Center B2C Benchmark 89

CSM Magazine

NOVEMBER 11, 2020

The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. The study found 78% of support leaders want to move from a reactive to proactive approach, but only 26% are sure they have the knowledge and tools to do so. Methodology.

Customer Support 52

Customer Support B2C Chatbots B2B 52

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. According to the study, empathetic agents were by far the most common type of rep within the contact center.

Call Center 124

Call Center Personalization Contact Center Self service 124

Nicereply

NOVEMBER 27, 2023

Generally, CSAT is determined using short surveys with one or more questions. These surveys are usually sent to customers right after they have an experience, such as buying something or talking to customer service. This change happened with the growth of Customer Relationship Management (CRM) software and new digital survey tools.

Metrics 59

Metrics Surveys Analytics Feedback 59

Connecting the Dots

DECEMBER 1, 2021

After significant study, I continue to believe that businesses understand the potential value and impact of CX actions. Successful B2C companies like Harley Davidson, Chick-fil-A and USAA get more than seventy percent of their new customers from WOM. 3] Learn more about CCMC’s recent findings in its new Delight Study here.

B2C 62

B2C Advertising B2B Metrics 62

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. Can you tell us how you got started in customer experience?

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

LiveChat

SEPTEMBER 7, 2018

Thanks to its impressive ROI, 86 percent of B2C marketers use email , according to B2C Content Marketing 2018 Benchmarks, Budgets, and Trends. They could also provide this information in customer surveys conducted by businesses. Did you know you can also create surveys in LiveChat app? TRY IT FREE. Source: Hubspot.

Personalization 51

Personalization B2C Marketing Benchmark 51

Nicereply

FEBRUARY 2, 2024

In a recent study by SuperOffice, customer experience emerged as the top priority for businesses over the next five years, outperforming pricing and product. A Salesforce survey found that 94% of customers are more likely to purchase again because of positive customer service.

Education 59

Education Accountability Customer retention Journey mapping 59

PeopleMetrics

FEBRUARY 25, 2022

These cycles involve a few steps: Identifying a touchpoint or customer problem to study. Market research is time-bound and focuses on specific strategic questions through surveying small samples of customers and one-way communication. Measure your performance using customer surveys. What is a customer feedback loop?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

CSM Magazine

JUNE 17, 2021

The study also reveals that the customers having positive emotions for certain brands are more likely to be loyal. As per the survey, 75% of consumers say they prefer companies that offer rewards. Today, around 67% of B2C businesses use live chat for customer support and 73% to 81% of customers are fully satisfied.

CRM 98

CRM Advertising B2C Finance 98

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Creating Voice of the Customer (VoC) surveys. say the same.”.

Feedback 54

Feedback Surveys B2C Benchmark 54

GetFeedback

JULY 19, 2019

B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. Some are calling CX the new marketing, others are calling it the new brand.

Airlines 123

Airlines Benchmark Surveys B2C 123

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

JivoChat

JULY 21, 2021

It is a great approach, too, as studies have shown that 87% of consumers want relationships with brands. Surveys also offer chances for building customer relations, as they provide a high-level view into your customers’ thoughts. You might solicit information about your customers and their purchase plans through chat or email surveys.

Chatbots 52

Chatbots B2C CRM Customer retention 52

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

JustCall

NOVEMBER 24, 2022

A B2C or B2B s ales process is never boring. According to a Gallup survey in June 2020 , less than one-third of sales reps felt busy at work, and 14% were actively absent. According to a survey by the Sales Management Association, 90 % of all companies using a s ales process were top performers. Sales is a numbers game.

Sales 52

Sales B2B Surveys CRM 52

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. However, a study by Forrester concluded that only nine percent of companies felt they had implemented a transformation to the degree that they held an edge over their competitors.

Customer Service 55

Customer Service B2B B2C Upselling 55

Solvvy

AUGUST 21, 2020

A survey from the Harvard Business Review found that customer support hold times have increased by 34% and escalations have increased by 68% during the recent pandemic. Top companies need to be able to handle increased volumes and customer expectations with fewer resources.

Chatbots 62

Chatbots Customer Support Self service B2C 62

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. Web-based survey invitations were sent to the company’s current customers. Close to 1,000 survey responses were received. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services.

B2C 257

B2C B2B Metrics Entertainment 257

PeopleMetrics

DECEMBER 19, 2014

Customer Name and Contact Information: Once you decide how you’re collecting feedback—whether via email, SMS, or even phone interviewing or mail survey (in which case you’re in the 1980s)—you need to answer two basic questions: who are the customers, and where do you reach them? Survey Behavior Information. Or is it something more?

B2B 83

B2B Feedback Wireless Surveys 83

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. That emphasis is only continuing to grow; according to a study by Walker, the consulting firm, customer experience will overtake price and product as the key brand differentiator by the year 2020.

B2B 76

B2B Marketing Customer Experience Benchmark 76

aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Studies show that people of all ages and nationalities primarily use phone calls over other customer service channels. Not only that, but a recent survey reveals that 49% of customers want to hear from brands via email. .

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

GetFeedback

JANUARY 6, 2020

In CustomerThink’s recent CX study, 77% of respondents reported developing a CJM as part of their CX initiative. In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Avaya

FEBRUARY 13, 2019

We asked IT and business leaders in Nemertes’ 2018/19 Digital Customer Experience research study of 697 global organizations. Here is what both business-to-business (B2B), and business-to-consumer (B2C) customers want: Channel Flexibility – Don’t limit how customers (or prospective customers) can reach you.

B2B 45

B2B B2C voip Engineering 45

Satrix Solutions

MAY 13, 2021

With this in mind, we offer several complexities to consider when surveying your B2B customers. Fortunately, many of the considerations when building your customer satisfaction and loyalty survey can actually free you from the common constraints found in general consumer surveys. Be open to complexity in survey design.

B2B 78

B2B Surveys B2C SaaS 78

NobelBiz

JULY 9, 2020

Further emphasizing this, several COVID-19 studies including one from McKinsey go to great lengths to demonstrate what matters for the new, post-pandemic consumer. The previously cited study mentions “~75% consumers with strong preference to exercise and healthy eating post-crisis”. And they are smart in doing so.

Contact Center 52

Contact Center Inbound sales B2C contact center solutions 52

Influitive

AUGUST 3, 2015

In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer. The days of social media being a B2C-only marketing tool are long gone.

B2B 66

B2B Marketing B2C Education 66

delighted

MARCH 24, 2020

A leader in the fintech space uses Delighted NPS surveys with additional questions to monitor their customer experience, and discovered that while their US customers were largely satisfied with their core product, they were unhappy with long support times for issues when they did arise. QR code surveys work great for printed materials.

Customer retention 42

Customer retention Customer Experience Real estate Feedback 42

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. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. We’ll get into the specifics of customer success platforms later in this guide.

Customer centricity 334

Customer centricity B2C Feedback Upselling 334