When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

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. The next step in analysis and guidance to the company was to identify which tactics, diagnostics in the survey, could move the organization’s customers to a more bonded state. The post When B2B and B2C Key Performance Metrics Flatline….

B2C 221

A Simple Way to Double Your B2C Survey Responses

Toister Performance Solutions

Everyone wants a better survey response rate. The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. An in the moment survey is offered at the time of service.

B2C 62

A Fool Proof Recipe for When To Survey Your Customers

Genroe

Assuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? B2B - Business to Business B2C - Business to Consumer Best PracticesThere are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […].

Aircall’s 2018 Customer Support Strategy Survey

aircall

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. About This Survey. Survey Demographics.

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. 42% of B2C customers purchased more after a good customer service encounter. 52% of B2C customers stopped buying after a bad customer service experience. Learn more about product surveys.

How To Craft Helpful B2B Customer Satisfaction Survey Questions

Comm100

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. This is where a B2B customer satisfaction survey comes into the picture. Who will be answering your survey?

B2B 63

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

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.

B2C 244

Taking Customers Beyond the Honeymoon Phase

bold360 Blog

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them. Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them?

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

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. And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior?

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

Beyond Philosophy

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. And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior?

Infographic: 2018 Customer Support Strategy (Stats & Trends)

aircall

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. B2B vs. B2C, Small Teams vs. Large Teams, etc.).

Customer Experience Strategy: An A to Z Glossary

Lumoa

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. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

B2C 126

How B2B Brands Drive Online Reviews

GetFeedback

Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Where it might be enough for a B2C company selling t-shirts to have reviews about products arriving on time and fitting well, B2B buyers have higher expectations. Then there’s the difference between B2B and B2C products themselves. CRM Software and Customer Surveys.

B2B 65

Why a VOC program is vital to your B2B business – by Kimberly Holbrook

ijgolding

VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture.

B2B 47

Ryanair: Profits Do Not Equal Loyalty

Beyond Philosophy

In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” O’Leary’s reaction to the results was that if their profits and revenue were increasing, then this survey was an attempt for the firm to get publicity. He said also that 87 million people (presumably the estimated number of passengers that flew Ryanair) said the survey was wrong.

$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

86% of surveyed customers said that if there was an emotional connection with a customer support agent and the customer felt they were cared for and valued, they would be willing to continue to do business with the company again.

B2C 109

Top Five Obstacles to Customer Centricity #1 Silo’d Organisations

Peter Lavers

This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents. I use different systemic models for B2C, B2B and Public Sector/Not For Profit (NFP). then please complete our short survey – it is quick and easy to complete.

You Don’t Have To Be Famous, Just Motivated: Anyone Can Influence Brand Behavior

Beyond Philosophy

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

B2B 269

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

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. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience.

B2C 83

Strike One and You’re Out! Five Ways to Ensure Your Customer Service Is a Hit

ShepHyken

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic.

State of Business-to-Business Customer Experience Management

ClearAction

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. Therefore, surveys of B2B practices may understate the actual work being done.

MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities

Beyond Philosophy

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Typically, these surveys are conducted on an Intranet basis. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

How Will People Contact Companies Next Year? Beware Cohort Behavior Studies

Fonolo

Every year, many analyst firms and research groups try to illuminate the future with surveys. And one of the most common ways to present results from those surveys is via the cohort chart. As you can see, we like cohort survey charts, too!

5 Top Customer Service Articles For the Week of February 12, 2018

ShepHyken

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). From Surveys to Transformation: Take Your Customer Experience to the Next Level by Paul Warner.

B2C 84

TOP 20 Call Center Metrics Managers Can’t Ignore – Part 4

CrazyCall

According to multiple surveys, the most appropriate time to call is 4:00-5:00 p.m. However, it exists and is widely used in B2C.

Top Five Obstacles to Customer Centricity #2 Stalled Customer Programmes

Peter Lavers

52% of respondents agreed with this statement, and it’s a much bigger issue in B2C than in B2B, where it comes fourth. then please complete our short survey – it is quick and easy to complete.

Content Marketing Ideas For Incredible Customer Experiences

Kayako

Today, chat apps, surveys and community platforms allow deep insights into what your customers are talking about and want more of. Wootric, WalkMe, and other survey platforms are great for this. Content Marketing Ideas for Incredible Customer Experiences.

If It’s Called Customer Experience, Why is it All About the Company?

ClearAction

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. Q: So are customer surveys just a waste of time then? If It’s Called Customer Experience, Why is it All About the Company?

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. The “system” helps you gain understanding and take action on the number (the result of the survey). NPS surveys (as well as many other feedback mechanisms) are self-selecting.

Guest Blog: How to Use Social Media to Provide Great Customer Service

ShepHyken

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. Then try asking them, through a survey.

B2B 98

How To Boost Your Sales with Mass Text Messaging in 2019

CrazyCall

Flowroute Survey found that people view a business more positively if they offered SMS capabilities. The change in b2c bulk SMS messaging. You’ve heard that SMS is one of the most convenient and easiest ways to communicate and send business-related information.

Sales 58

4 Call Center Reports Worth Your Time

Fonolo

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.”.

How to Reduce Customer Service Friction with Live Chat

Comm100

According to a survey by eConsultancy , live chat is the preferred service channel for customer service. The scary fact is that the number of those that stopped buying after a bad experience are even higher, with 66% of B2B customer and 52% of B2C choosing to move to another vendor.

B2C 56

4 ways marketers can creatively use customer reviews

Infinity

B2C online reviews have a shelf life of 3 months visibility 5 as opposed to their social counterparts of Twitter, which have 18 minutes, and Facebook, with a 5-hour window of time. Think back to how you made the decision to buy your latest online purchase?

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]

Lumoa

Stop surveying your customers and start listening to them. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. The future of customer experience is decided. Isn’t it?

Acing Omnichannel Support in SaaS

GetFeedback

That same data set reiterates the importance of personalization, too: 70% of B2C shoppers say a company’s understanding of their individual needs influences their loyalty, while that number goes up to 82% for B2B buyers. This is where things like Net Promoter Score assessments and customer satisfaction surveys come in. Customer satisfaction surveys help you monitor interactions with the brand across touchpoints and ensure top-tier service is delivered across every channel.

SaaS 60

What is customer satisfaction?

Freshcaller

This is where building user personas come in handy, both for B2B and B2C players. In a B2C scenario this can be done using user interviews, surveys or focus group discussion. Quickly decoding one customer satisfaction definition at a time. Have you found the meaning of life yet?

B2C 52

What is the Importance of Using a Live Chat Software on Business Website

ProProfs Blog

Recently eConsultancy conducted a survey that found Live Chat generates the highest satisfaction -73% – of any customer service channel. Often B2B is separated from B2C, and it makes sense regarding target audiences.

B2B 103

If It’s Called Customer Experience, Why Is It All About the Brand?

ClearAction

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. Q: So are customer surveys just a waste of time then? If It’s Called Customer Experience, Why Is It All About the Brand? Janice Cuban.

B2C 68

Customer Experience Challenges According to 15 CX Experts

Lumoa

Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Stop surveying your customers and start listening to them.