InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Great customer experiences help your brand achieve differentiation. Customization and personalization.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

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. Business customers care about what your brand stands for. Brand purpose should be the driving force behind everything you do. CX is everywhere.

B2B 357

B2B Brands Innovation Government 357

ECXO

NOVEMBER 17, 2024

According to Siegel+Gale’s “Global Brand Simplicity Index,” companies that prioritize simplicity enjoy higher customer loyalty and willingness to pay a premium. This adaptive approach fosters trust and demonstrates that the brand values user input, which enhances the emotional connection and drives adoption.

B2B 348

B2B Loyalty Connections Technology 348

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 110

B2B Loyalty Net Promoter Score B2C 110

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. For brands, message relevancy and personalization are key to mitigating marketing fatigue. Key takeaways: Consumers are subjected to marketing fatigue across industries.

Consumers 111

Consumers Survey Brands Marketing 111

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. It’s the foundation for building brand loyalty, adoption and providing customers with an unforgettable, consistent experience. How do customers experience your brand – across touchpoints? Let’s get started.

B2B 383

B2B B2C Touchpoint Customer Journeys 383

Influitive

FEBRUARY 26, 2020

Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive. . […].

Loyalty Programs 66

Loyalty Programs B2C B2B Loyalty 66

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. It’s totally different than B2C! B2B relationships with customers are often MORE personal than those in B2C. How can we let the right customers know about our brand?

B2C 137

B2C B2B Customer Experience Culture 137

SurveySparrow

JUNE 9, 2024

Email marketing remains a powerful tool for reaching both B2B and B2C audiences. This is crucial for both B2B and B2C communications. Previous Emails: Reference past emails to create a seamless experience, reminding them of their history with your brand and maintaining continuity in your communications.

B2C 52

B2C B2B Interaction Groups 52

Storyminers

JULY 29, 2016

So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . In order to retain customers and create loyalty, you have to know what drives your particular customers. Loyalty is an emotion.

B2C 124

B2C Customer Retention Strategy Brands 124

Forrester's Customer Insights

JUNE 3, 2024

Brands are expanding their loyalty budgets: 65% of B2C marketing decision-makers in Forrester’s 2024 Marketing Survey said they were planning to increase their investment in relationship/loyalty marketing in 2024. Marketers must coordinate their loyalty […]

Loyalty 32

Loyalty Strategy B2C Consumers 32

Optimove

JANUARY 3, 2023

2022 has been a whirlwind of a year for both B2B and B2C brands out there. Here are some best practices for B2C brands to take their marketing to the next level this year. So, B2C marketing professionals, here’s what should be among your 2023 New Year’s resolutions. 5 – Measure what actually matters.

B2C 59

B2C Marketing Multi-Channel CRM 59

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. How likely are they to recommend your brand to their friends? Social media is the top choice for US consumers when communicating with brands.

Feedback 195

Feedback How To Social Media B2C 195

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. Let’s discuss the nuances of B2B vs. B2C marketing. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing eBook 85

Oracle

APRIL 18, 2018

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? The post How to Win Customers and Increase Brand Loyalty appeared first on SmarterCX.

Loyalty 107

Loyalty Brands How To B2C 107

Forrester's Customer Insights

MAY 29, 2019

To help retailers and brands plan for 2019, Claudia Tajima and I are interviewing experts within Forrester for our series, “Applying 2019 Predictions To Retail.” Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 48

B2C Retail Loyalty Marketing 48

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. Adoption means loyalty. Ricardo wrote a must-read article on why brands should simplify customer and employee experiences. How does customer adoption create loyalty?

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

Company 397

Company B2C Employee Experience Culture 397

Optimove

NOVEMBER 28, 2023

At Optimove, we have an aspirational mission: To unleash brands’ full potential so they can gain their customer’s loyalty for life. The post The Optimove Promise in Plain Words – Our Evolving Mission and Promise to Brands appeared first on Optimove. As a result, our mission is our promise.

Brands 69

Brands B2C Customer relationships Loyalty 69

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. To make sure your brand can benefit from the use of social media, you need to implement social media management. What is Social Media Management? Why is Social Media Management Important?

Social Media 195

Social Media Management Tips Multi-Channel 195

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

CRM 98

CRM Loyalty Strategy B2C 98

C3Centricity

JUNE 2, 2021

A major computer manufacturer used to price their line of PCs 10% higher than the competition due to their brand, perceived status and support. If you have a well-known brand name with a high amount of loyalty, you can charge a premium. If you have a well-known brand name with a high amount of loyalty, you can charge a premium.

B2B 200

B2B B2C Brands Consumers 200

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. They are your brand advocates and are an extension of your brand. These projects were across a wide variety of industries. Think of Apple and Tesla.

B2C 186

B2C B2B Customer Satisfaction Industry 186

Oracle

JUNE 5, 2018

While brand loyalty remains absolutely vital to customer retention, now, it takes a lot more than just a coupon or two to ensure customers remain committed to your company. Recently, we asked our Twitter community to weigh in on how loyalty has changed in today’s disruptive world. We sell brand experiences. —

Loyalty 46

Loyalty Brands Tips B2C 46

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. According to a 2021 Qualtrics study , only 28% of marketing and CX leaders have processes allowing the brand strategy to feed into CX design and delivery.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Oracle

JUNE 14, 2018

According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Humanize your brand. Deliver value.

Loyalty 54

Loyalty Tips Brands B2C 54

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S.

Customer Service 64

Customer Service B2C B2B Travel 64

Forrester's Customer Insights

NOVEMBER 18, 2024

In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention.

Loyalty 26

Loyalty Meeting Loyalty Programs Marketing 26

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer surveys remain fundamental for gathering direct feedback.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments.

Customer Experience 399

Customer Experience Customer Centricity Innovation Culture 399

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

Forrester's Customer Insights

AUGUST 16, 2023

Does your brand employ a loyalty services provider in addition to a loyalty technology provider? Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success.

Loyalty 46

Loyalty Technology Brands Consumers 46

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Customer Service 157

Customer Service B2C B2B Customer Retention 157

BirdEye

SEPTEMBER 10, 2024

From the first moment customers hear about your brand to when they become loyal advocates, they move through the funnel in the ways that make sense for them. We’ll also explore the differences between B2B and B2C funnels, the role of social media, and how to avoid common pitfalls.

Marketing 59

Marketing Social Media B2C B2B 59