eglobalis

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment. B2B companies typically serve fewer, larger clients, making every relationship critical.

Survey 326

Survey Banking NPS Effort Score 326

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.

Feedback 391

Feedback ROI Roadmap Analytics 391

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. B2B (business-to-business) transactions often involve ongoing relationships and partnerships. What is B2B Customer Experience? Why is B2B CX Important? What are Some B2B Customer Experience Examples?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

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

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. Proactive Issue Resolution with Predictive Maintenance In B2B contexts, predictive maintenance can be a game-changer.

Customer Experience 417

Customer Experience Marketing Chatbots e-support 417

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. Benefits of MarTech for B2B Customers In the B2B sector, MarTech solutions have revolutionized how companies engage with their clients and obtain the right data.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

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

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 516

Feedback ROI Innovation B2B 516

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

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency.

B2B 195

B2B Customer Experience Customer Centricity Consulting 195

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

OCTOBER 27, 2024

Businesses that excel at expanding relationships with existing customers often achieve higher long-term profitability, as demonstrated in both the SaaS and B2B sectors. Metrics can show trends and outcomes, but they often don’t capture the full story behind those numbers.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

QuestionPro Audience

MAY 22, 2019

Who are B2B panelists. Definition of B2B online panel. Difference between B2B panel and B2B online Panel. Factors to consider while choosing a B2B online panel partner. Characteristics of good B2B online panels. Why do you need QuestionPro’s B2B online panel. Who are B2B panelists?

B2B 170

B2B Tips Survey Competitive Advantage 170

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

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

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. Microsoft, for instance, uses continuous feedback loops to improve its software products, adapting based on user sentiment and engagement trends.

B2B 390

B2B Loyalty Connections Technology 390

eglobalis

SEPTEMBER 11, 2024

Finally, we will examine mini case studies of three B2B companies. This direct interaction between employees and customers allows employees to gather valuable insights into customer preferences, pain points, and emerging trends, which can be fed back into the company’s innovation processes.

Innovation 451

Innovation e-support Culture Customer Centricity 451

BlueOcean

JULY 12, 2018

60% of B2B clients are emotionally indifferent toward their suppliers. ”. While this has been our viewpoint for years, it’s a realization that is finally taking the B2B world by storm, as more companies realize the competitive advantage a strategic partnership affords them. Strategic Partnerships with Contact Centers. “ Let’s chat !

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. Lets examine the key trends that will define the future of CS in 2025. Additionally, Europe showed an even stronger trend in digital, with a 2x+ increase over last years 27%.

Trends 52

Trends Report Self Service B2B 52

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. According to Google trends, search intent for “customer-centric” has been on the rise for the past two years. BlakeMichelleM.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. What Customer Service Trends Should You Jump On Now?

Customer Service 82

Customer Service Social Media B2B Chatbots 82

eglobalis

AUGUST 13, 2024

The company is also a significant player in the B2B sector, providing solutions in areas like semiconductor manufacturing, display technology, and enterprise IT services. Over the years, Samsung’s rapid response to technological trends and consumer demands has set it apart from competitors.

e-support 512

e-support Innovation Customer Centricity Loyalty 512

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. These relationships are what drive the B2B space.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

ECXO

DECEMBER 4, 2024

Software Adoption and Utilization: Customer success in SaaS B2B companies revolves around driving software adoption, ensuring users understand the value proposition, and maximizing the utilization of the software to achieve their desired outcomes.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

GetFeedback

NOVEMBER 4, 2019

Four Voice of the Customer (VoC) trends for B2B businesses in 2019 that will teach you how to compete in CX with other brands in your industry.

B2B 150

B2B Company Trends Industry 150

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

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

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. So, shall we embark on the journey of becoming more human?

B2C 156

B2C B2B Leadership Culture 156

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price. American Express ). McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. B2B Businesses need to find a way to move beyond surveys — either through deeper analysis or by bringing more data sources into the mix. Conclusion.

B2B 150

B2B Company Effort Score Multi-Channel 150

ChurnZero

JANUARY 6, 2025

” So what 2025 customer success trends can we anticipate? Trend 1: Customer teams strengthen their revenue focus. Trend 2: AI and automation become transformative. Trend 3: Customer teams double down on outcomes and value. Trend 4: Digitally enhanced human relationships continue to evolve.

Trends 52

Trends Customer Success Measurement Leadership 52

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

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. If you sell software to B2B companies with hundreds of users, you can potentially generate tens or hundreds of responses from each survey. Who should you survey?

Net Promoter Score 146

Net Promoter Score B2B Survey Company 146

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Monday is the best day to get the highest amount of complete email surveys for B2B businesses. Source: RightNow ).

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368