eglobalis

NOVEMBER 26, 2024

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. This article challenges the status quo of how empathy is perceived in B2B CX.

B2B 406

B2B B2C Culture Net Promoter Score 406

InMoment XI

MAY 18, 2022

B2B purchasing decisions are complex. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. They’re financial. They’re political. But more than anything—they’re unpredictable. But it doesn’t have to be that way!

B2B 370

B2B Company Roadmap Sales 370

Customer Bliss

AUGUST 31, 2016

Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Guest Post by Robert C. Cut through the clutter with a customer support hub.

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 442

B2B Culture Innovation Loyalty 442

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

ROI 296

ROI Marketing Social Media How To 296

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Chasing niche demands risks alienating your broader user base.

Feedback 391

Feedback ROI Roadmap Analytics 391

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. By embedding CX principles deeply into project delivery, service teams can create memorable B2B client experiences that extend beyond deliverables.

Customer Centricity 434

Customer Centricity Strategy B2B Consulting 434

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 320

B2B Culture Government Innovation 320

eglobalis

OCTOBER 21, 2024

For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. To maintain this balance, automation tools can help sort and prioritize complaints, leaving the more complex issues for human agents or your R&D or product marketing to handle.

Social Media 418

Social Media Feedback Engagement Company 418

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Instead, companies in the B2B space must focus on building real, long-lasting relationships.

B2B 199

B2B Conference Metrics B2C 199

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It shouldn’t be this way. That’s a lose-lose scenario for everyone. Don’t worry, though.

B2B 195

B2B Survey Net Promoter Score Social Media 195

Storyminers

NOVEMBER 5, 2020

But for B2B between adults, email remains the anchor tool for almost any campaign. At Storyminers, we believe the definition of marketing has changed from selling to finding. It used to be the marketer’s responsibility to find prospects for the sales team. So, picking the right tools is essential.

Strategy 264

Strategy Marketing Exercises Tools 264

GetFeedback

JANUARY 6, 2020

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? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ECXO

MARCH 21, 2023

By involving the user in the design process and continuously adapting based on feedback, products and services can be improved to better meet the market requirements of your customers in your target audience. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

AUGUST 12, 2024

Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions. Marketing Automation Platforms: Platforms such as Marketo and HubSpot are vital for automating marketing tasks like email campaigns, social media management, and lead nurturing.

Customer Experience 365

Customer Experience e-support Social Media B2B 365

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. Consider the Broader Market Demand It’s essential to determine whether the feature is a unique request or if it represents a larger trend across multiple customers.

Feedback 441

Feedback ROI Innovation B2B 441

Lumoa

JUNE 4, 2018

This is a very exciting combination of technologies in a growing market”, says Aleksi Partanen , partner at Icebreaker.vc. The team is very strong in their ability to execute the unique product to B2B market and is able to create a world-class solution for industry leaders.” “The billion by 2022 growing from $4.76

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. Businesses that embrace AI-powered personalization will create standout, emotionally resonant experiences in a competitive market.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

ECXO

NOVEMBER 17, 2024

Studies show that emotional satisfaction significantly impacts technology adoption rates, even in highly rational B2B environments, where technology is often seen as a commodity. Slack (USA) – B2B Slack, a collaboration platform, has effectively utilized emotional design to enhance user engagement.

B2B 390

B2B Loyalty Connections Technology 390

ECXO

SEPTEMBER 6, 2023

B2B has been paying attention. In this article, I explore how B2B businesses are integrating various channel and touchpoint technologies to create a consistent, frictionless customer experience. They’re using AI and automation to solve the complexities of B2B buying.

Omni-Channel 156

Omni-Channel B2B Technology Ecommerce 156

DemandJump

JANUARY 17, 2023

The fundamental concept of business-to-business (B2B) content marketing is fairly simple. Its main objectives are to make other businesses aware of your product or services, illustrate the value you bring, and convert those businesses into loyal customers.

B2B 111

B2B Marketing Customers 111

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time.

NPS 373

NPS Feedback Net Promoter Score B2C 373

Merkle

JULY 7, 2022

In a recent blog post, we wrote about the importance of comprehensive data capture in B2B marketing and how to create a value exchange for buyers that would enable that data acquisition.

B2B 111

B2B Data Marketing How To 111

C3Centricity

JUNE 2, 2021

Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group. The following article discusses some of the issues seen, as well as other pricing challenges described in other marketing journals and textbooks. Price according to the Market Lifecycle.

B2B 326

B2B B2C Brands Consumers 326

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. This method extends to marketing strategies, where different campaign messages and channels are tested to maximize engagement and adoption.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Why is B2B Customer Retention Important?

Customer Retention 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. Who the customer is can also change over time.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328