ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. But … The value of a purpose-driven strategy hasn’t always been obvious in B2B. This includes B2B. CX is everywhere.

B2B 367

B2B Brands Innovation Government 367

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

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 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

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

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. Choose what matches your organization.

NPS 461

NPS Feedback Net Promoter Score B2C 461

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Sales and Delivery Teams : Providing invaluable data through regular customer interactions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. 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.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy.

Metrics 374

Metrics Analysis Feedback NPS 374

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

InMoment XI

FEBRUARY 25, 2022

And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today’s employees, I’m convinced they should both recognize and cultivate it. Shouldn’t they want to cultivate the kind of behavior advocacy represents?

Company 397

Company B2C Employee Experience Culture 397

TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

Trends 173

Trends Customer Experience Self Service ROI 173

GetFeedback

JULY 19, 2019

By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. That’s the key.

ROI 309

ROI How To Touchpoint Hotels 309

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. 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.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Because these insights reveal patterns whether its a shipping delay trend or multiple people mentioning a product defect. Training is updated based on the latest trends (e.g.,

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Retently

SEPTEMBER 3, 2024

By analyzing trends across customer segments, we adjust our offerings to stay relevant and meet specific customer needs. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 152

B2B NPS Effort Score Survey 152

InMoment XI

MARCH 23, 2025

Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. Uncovering Emerging Trends and Evolving Needs Customer needs and preferences arent staticyour ICP shouldnt be either.

Data 195

Data Touchpoint Effort Score Chatbots 195

ShepHyken

JANUARY 5, 2025

Rethinking Retail Returns by Ellie Crawford (Retail TouchPoints) Returns negatively impact brands in several ways including processing costs, shipping fees, unsellable merchandise and more. Top 5 CX Trends that Will Shape 2025: Study by ET Edge Insights (ET Edge Insights) SurveySensum, has announced its latest Top 5 CX Trends for 2025 report.

Customer Service 71

Customer Service Loyalty Programs Retail Automotive 71

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 5: The Future of CX: Five Customer Experience Trends for 2020 and Beyond. Read on to find out. #3:

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. Below, we explore examples of survey questions categorized by question type, touchpoint, and industry to help you design impactful surveys. Sales Process (B2B Specific) In B2B relationships, the sales process involves longer cycles and is more relationship-driven.

Survey 120

Survey Ecommerce Feedback e-support 120

ECXO

MAY 16, 2024

The touchpoints of the customer journey, i.e., the various occasions when a customer comes into direct or indirect contact with the organization, product, service, or brand, constitute the customer journey and are key to influencing the customer experience. Employees are often the first touchpoints that customers have with the company.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

InMoment XI

OCTOBER 9, 2024

For instance, if you want targeted feedback on your checkout process, you need to query customers on that specific touchpoint instead of asking them about their general thoughts on your business. Asking customers for feedback right after they complete a transaction helps you capture raw and honest thoughts on this key touchpoint.

Feedback 195

Feedback How To Social Media B2C 195

CustomerSuccessBox

SEPTEMBER 7, 2021

So, without further ado, let’s see the Customer Success Trends as predicted by the CS experts. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 Throughout the customer journey, there are various touchpoints and with the smart technology and data-driven comprehensive, these insights are easily available.

Customer Success 96

Customer Success Trends Customer Journeys Touchpoint 96

Lumoa

APRIL 24, 2018

NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Watch the trends. You want to see a complete view of your customers, what's going on, trends, etc. Leaders need a toolbox to see the entire picture."

System 317

System Effort Score NPS Net Promoter Score 317

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Instead, you need unified data analytics to connect every touchpoint and every voice.

Customer Insights 62

Customer Insights Data Analytics How To 62

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Includes AI-powered insights for deeper analysis of feedback trends and themes.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. 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.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Thematic

APRIL 1, 2025

Website & Product Analytics: Usage stats reveal behavioral trends. For B2B, segments might be by industry or company size. This way, you might discover, say, customer behavior trends that only occur in a certain region or customer tier. Support Interactions: Tickets, chat logs, and call transcripts highlight common issues.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. B2B organizations can do this by reaching out to end-user teams for their products.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B Self Service Chatbots B2C 73

BirdEye

MARCH 6, 2025

Whether someone is searching for your services on Google, checking your reviews, or engaging with your social media posts, every digital touchpoint contributes to your brands visibility. Use AI to analyze review sentiment and spot trends Manually tracking customer feedback across platforms is time-consuming.

Tips 85

Tips Tools Social Media Multi-Channel 85

C3Centricity

NOVEMBER 4, 2020

To be fair, the trends were already there, covid just speeded them up. Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. And again the trend will only be amplified as businesses look to make serving their customers safer. This is a 59% increase in August over July!

Chatbots 240

Chatbots Self Service Customer Satisfaction CRM 240

Experience Investigators by 360Connext

JUNE 13, 2023

This can be a successful approach, particularly when organizations value operational efficiency and want to ensure that customer interactions are streamlined across all touchpoints. According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT).

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

GetFeedback

JULY 19, 2019

According to Walker, customer experience will become the key competitive differentiator for B2B customers, outweighing price and product. If you’re beginning to get positive feedback on a touchpoint in your customer journey that you set out to improve, you’ve got an insight into your CX process and the decisions you’re making.

Data 262

Data How To Social Media Effort Score 262