5 Technologies Helping B2C Field Services Meet Consumer Demands

TechSee

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Field services can rise to the B2C Challenge.

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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.

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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….

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Relationship and transactional surveys: When to use and how in your NPS® program

CustomerGauge

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. And part of that process is deciding what type of survey to conduct: relationship, transactional or both.

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.

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?

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How to Write an Outbound Telemarketing Script

Quality Contact Solutions

But in other scenarios, like market research and survey calls where it’s important to eliminate personal opinions or bias, a traditional script may be necessary. By Julie Kramme, Sales Executive.

CSAT Surveys: Effectively Measuring Customer Satisfaction in Your Call Center

Talkdesk

Customer satisfaction surveys, or CSAT surveys, are commonly used in call centers to meaningfully measure how customers feel about the service received post-call center interaction. How are CSAT surveys sent? CSAT Email Surveys. CSAT SMS Surveys.

The Impact of Customer Service on Purchase Decisions

Provide Support

Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. The Impact of Customer Service on Purchase Decisions.

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AI Predictive Maintenance and Proactive Customer Assistance

TechSee

Predictive Analytics Applied to B2C. The Benefits of AI predictive maintenance in B2C. Avoiding product returns: a 2019 survey found that 72% of customers believe proactive customer assistance would dissuade them from returning a product they found difficult to install or operate.

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$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.

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.

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How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. The in-app message for when a user tries to delete a survey question) . ( The in-app message for when a user transfers survey ownership ) .

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Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all. As the name implies, these surveys reach out to customers during or soon after an individual experience (e.g.,

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.

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.).

What is Voice of the Customer? 25 Experts Give Best Practices

Callminer

Choose a customer survey methodology that aligns with your brand. The type of survey you will ultimately use will be influenced by what it is you’re querying. They usually include reviews, statistical surveying, complaints and mentions from social media.

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?

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.).

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.

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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.

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.

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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.

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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?

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.

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.

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.

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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.

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.

Customer Experience in 2018: Trends and Statistics

Answer Dash

Current Businesses: Strengths and Struggles A Shift to Cloud and SaaS Solutions “Fifty-six percent of CIOs in Gartner's CIO survey indicate they are adopting cloud as either an option or as part of a "cloud first" approach, while 71% look to SaaS either first or as an option,” ( Gartner ). .

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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!

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.

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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.

5 Ways to Ensure Your Customer Service Is a Hit

CSM Magazine

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.

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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.

The 3 Flavors Of Onboarding

Amity

In a similar survey, TSIA found that the entirety of their Education Services Summit participants confirmed their customers were asking for more digital learning content. This is common for B2C tools or Dev tools where you assist high-tech users that are already well trained.

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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?