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 427

B2B Culture Innovation Loyalty 427

GetFeedback

JANUARY 19, 2020

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. Third-party market research.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

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 380

B2B B2C Culture Net Promoter Score 380

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 355

Customer Experience e-support Social Media B2B 355

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

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. Use both formal methods (like surveys) and informal touchpoints (such as regular check-ins) to gather ongoing feedback.

Customer Centricity 428

Customer Centricity Strategy B2B Feedback 428

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 324

Customer Experience Social Media Analytics Chatbots 324

ECXO

AUGUST 19, 2024

Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations.

Customer Journeys 359

Customer Journeys Customer Experience Net Promoter Score Effort Score 359

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 372

Strategy Customer Experience Net Promoter Score Effort Score 372

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. Product-Market Fit Survey: Making Sure Our Product Is a Must-Have How do we know if our product truly hits the mark? Others are experiments we’ve explored to capture targeted data.

B2B 158

B2B NPS Effort Score Survey 158

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

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. 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?

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts.

Strategy 364

Strategy Customer Experience Net Promoter Score Customer Centricity 364

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? It’s time to unleash the potential of your B2B customer experience. Dive into our guide for 8 simple yet powerful practices to help you improve your B2B customer experience and set your business apart from the competition. Instead, what should you do?

B2B 52

B2B Customer Experience Marketing Customer Centricity 52

ECXO

JULY 10, 2024

Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Metrics 365

Metrics Analysis Feedback NPS 365

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Like the touch-points we typically think about — online user experience, marketing content, sales, and service — these industrial post-purchase touch-points should be analyzed and optimized for consistent performance.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

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 369

NPS Feedback Net Promoter Score B2C 369

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Additionally, we will discuss why emerging markets like South Korea, Thailand, India, China, and Japan are poised to outpace Europe in CX excellence.

Customer Experience 393

Customer Experience Customer Centricity Innovation Culture 393

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. NPS: A Misleading Metric For B2B In Unprecedented Times? Using Sean Ellis Test For Measuring Your Product/Market Fit, Product Coalition, [link]. This is the final part of my trilogy about NPS. Eglobalis, [link].

NPS 304

NPS Net Promoter Score Effort Score Metrics 304

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

Customer Journeys 333

Customer Journeys Culture Leadership Effort Score 333

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. The same applies to B2B and B2C. This approach is flawed because each company faces different customer challenges based on its industry, market, and operational structure.

Customer Experience 340

Customer Experience Customer Journeys Case Study Innovation 340

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. Top 11 B2B Customer Retention Strategies Here are the 11 best practices you can use to boost customer retention in your business. These are critical touchpoints where you can launch surveys. Let’s get started!

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. It’s not just a cliché – it’s the secret sauce to thriving in today’s competitive market. What is B2B customer service? That’s right!

B2B 52

B2B Feedback Customer Service Self Service 52

PeopleMetrics

MARCH 26, 2018

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

BirdEye

SEPTEMBER 10, 2024

Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers. A marketing funnel is a key way to understand the customer journey for your business. This blog will walk you through the key stages of a marketing funnel.

Marketing 59

Marketing Social Media B2C B2B 59

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. SALES FORCE: Key touchpoint. VOLUME: Small.

B2C 122

B2C B2B CEM Airlines 122

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Daniel Group

APRIL 13, 2022

For Referral Marketing to Succeed, you need Excellent CX First! This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. You need to clearly understand how significant customer experience is to sales and marketing.

Marketing 98

Marketing B2B Tips Feedback 98

SurveySparrow

MARCH 19, 2024

If you’re looking for a video marketing guide , you’re not the only one. There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Videos are naturally more engaging because people are visual.

Video 95

Video Strategy Marketing Social Media 95

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. Table of contents Understanding marketing channels (what is it?) These marketing communication channels are pivotal in reaching your target audience.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients.

B2B 82

B2B Engagement Self Service Strategy 82

Magellan Solutions

SEPTEMBER 23, 2021

Leverage outsource telesales to improve your online digital marketing efforts. Thus they amp up their marketing and sales efforts online, which is the practice of online digital marketing. Online Digital Marketing Noise and the Pandemic: What is the Sweet Spot? To go digital has become the mantra of most businesses.

Marketing 98

Marketing B2C B2B Sales 98

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySensum

AUGUST 21, 2023

That’s why understanding the importance of customer retention and implementing effective B2B SaaS customer retention strategies are crucial. 10 Practical B2B SaaS Customer Retention Strategies Here are the 10 practical strategies for retaining your existing customers in the B2B SaaS customer journey.

Customer Retention 52

Customer Retention B2B Strategy NPS 52

SurveySensum

JULY 25, 2023

Imagine yourself as a marketing manager at a software company. So you decide to conduct a B2B survey. That’s what we’re going to talk about in this blog – 7 common pitfalls to avoid while sending B2B surveys. By avoiding them, you can create B2B customer surveys that yield reliable, and meaningful data.

B2B 52

B2B Survey Customer Satisfaction Feedback 52