Blueshift

NOVEMBER 2, 2022

What does this mean for marketers, especially B2C marketers? Keeping a focus on creativity, efficiency, and ROI, and taking a customer-first approach have never been more important. Brands that continue to innovate will gain momentum over their competitors in the long run. At this point, no one is sure.

B2C 98

B2C Marketing ROI Innovation 98

GetFeedback

AUGUST 14, 2019

Preferences for how they interact with your brand today will certainly shift in the future. Are they properly trained on the experience your customers expect from your brand, regardless of who delivers it? Take a look at vendors, franchisees, licensees, and other partners who impact satisfaction with your brand. Get Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI NPS Metrics Financial 123

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

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. 94% of consumers say they are more likely to be loyal to a brand that offers transparency.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. The discrepancy between what is promised and what is delivered can deeply impact brands negatively. Additionally, it is crucial that the words and promises made in the CX vision and goals are executed meticulously.

Strategy 410

Strategy Customer Experience Net Promoter Score Customer Centricity 410

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Strategy 259

Strategy Customer Experience How To Consulting 259

GetFeedback

MAY 13, 2019

It is tempting to ignore the negative feedback, especially if there is an abundance of positive feedback, but history is littered with stories of brands that ignored negative feedback and (eventually) paid the price. Only 52% of customers are confident about brands acting on their feedback. VoC feedback training.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

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

Optimove

AUGUST 26, 2021

One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them. Getting just 1 in 3 to buy with you again, and you will already leap your brand into profitability (by increasing your average customer lifetime value 33% from $0.9 You might think it’s simple math, right?

Brands 98

Brands Fashion CRM ROI 98

Customer Bliss

MAY 23, 2018

to determine their employee ROI. Carolyne Matseshe-Crawford, Fanatics, Inc’s Global Head of Fan Experience, is a passionate customer experience enthusiast, with over 25 years leading global B2B and B2C Customer Service Organizations in the eCommerce and legal industry spaces. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience Travel B2C 197

C3Centricity

DECEMBER 3, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. MARKETING IS TOO BUSY BUILDING BRANDS. With so much information available today, marketing is being challenged to demonstrate its ROI. (Source: CEI Survey). Source: RightNow Customer Experience Impact Report). Source: Bain & Co).

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ECXO

MARCH 6, 2025

For example, top companies define a concise CX aspiration aligned to their brand promise such as being the easiest partner to do business with, or providing a truly consultative, trusted advisor relationship and ensure it ties directly to business objectives. This vision serves as a North Star that guides the entire program.

B2B 320

B2B Customer Journeys How To Effort Score 320

ECXO

APRIL 26, 2023

This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. How does the partnership happen in practice?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Day-in-the-Life Purpose: The day-in-the-life customer journey map takes a broader view of the customer’s life beyond their interactions with your brand. What is Customer Journey Mapping?

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Forrester's Customer Insights

MAY 31, 2024

B2C marketing decision-makers have many conflicting short- and long-term priorities while facing increasingly tough challenges. Improving brand perception and customer experience (CX) while achieving a positive ROI is a particularly daunting task in 2024 because: A turbulent economy makes it tough to improve marketing’s ROI.

B2C 37

B2C Marketing ROI Brands 37

BirdEye

APRIL 24, 2023

5 key differences between inbound marketing and digital marketing 7 differences between B2B and B2C digital marketing How to do digital marketing Types of digital marketing channels The benefits of digital marketing Key performance indicators (KPIs) in digital marketing Digital marketing challenges What skills are needed in digital marketing?

Marketing 93

Marketing Social Media B2C Advertising 93

BirdEye

MAY 3, 2023

Importance of marketing channels for a business B2B vs B2C marketing channels Top marketing channels for your business Frequently asked questions about marketing channels Conclusion Understanding marketing channels (what is it?) It is important to know the distinctions between B2B and B2C marketing channels to create effective strategies.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

ECXO

DECEMBER 20, 2023

Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Brands who overuse personalisation or misuse data risk a customer backlash, consent withdrawal or an exodus to competitors who get it right. This makes it easier to prove ROI. Leaders already report strong ROI.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Lumoa

APRIL 24, 2018

On the positive side, NPS provides a consistent methodology to measure consumer affinity for a brand. Ted Rubin Leading Social Marketing Strategist, Keynote Speaker, Brand Evangelist. Brands need to start measuring and looking at how a strong Social presence affects their NPS quarter to quarter. linkedin Why?

System 317

System Effort Score NPS Net Promoter Score 317

Horizon CX

DECEMBER 27, 2019

Based on your experience, how likely is it that you would recommend our (product, brand or service) to a friend or colleague? 85% of respondents have targeted B2B clients for their Surveys (54% B2B only; 31% both B2B and B2C). 15% targeted solely B2C clients. 12% are branding NPS within their organization.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Lumoa

MARCH 12, 2023

Higher brand loyalty. 95% of customers report that customer experience is essential to brand loyalty. Since it is now part of the Qualtrics family, the brand and its capability are gradually being absorbed by the Qualtrics family of products. Improving your CX can result in: Better customer retention. Increased lifetime value.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report 120

Report B2C B2B Groups 120

SurveySensum

DECEMBER 28, 2020

There is a slight difference between B2B and B2C in terms of how we are capturing data. B2C, on the other hand, offers a wide sea of channels to the customers to reach out. Brands are also expanding their horizon to make sure they outreach more customers. NK: In B2B, a man-to-man relationship is required as compared to B2C.

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

Comm100

JUNE 1, 2022

However, there are still many brands who haven’t yet adopted live chat, largely owing to a lack of awareness of the channel’s effectiveness, especially when compared to telephone and email support. Read more: Live chat ROI calculator – No matter how you slice it, live chat is a smart investment . Lower agent productivity .

Software 130

Software Multi-Channel Chatbots B2C 130

BirdEye

NOVEMBER 7, 2023

Building relatability and trust Incorporating appropriate acronyms for texting in business communications can portray your brand as relatable. Maintain your brand’s voice Consider your brand as a person. Just like individuals have their own way of speaking, so does your brand. Detailed analysis by EOD.”

How To 116

How To Social Media Communication ROI 116

Optimove

JUNE 3, 2021

For them, increasing customer lifetime value is just as strategic as any other marketing element – from branding to acquisition and anything around. Yes, that’s another incredibly significant reason why for many successful companies, CRM marketing is strategically equivalent to acquisition – the ROI.

CRM 52

CRM Brands Marketing ROI 52

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

ECXO

JULY 8, 2024

The Main Challenges Well-designed, technology-adoptable solutions are crucial in both B2B and B2C contexts. Consistency: Maintaining a consistent design language across all touchpoints helps in building a recognizable and trustworthy brand. However, perceptions of ease of adoption vary among individuals.

e-support 156

e-support Case Study Financial Banking 156

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. There’s a lot of talk about the ROI of customer experience.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

GetFeedback

NOVEMBER 18, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. She has worked with both B2B and B2C brands in a multitude of industries. Follow the steps outlined here, and you should be well on your way to delivering a better experience for your customers. Customer Satisfaction Score: A Free Guide.

Feedback 199

Feedback How To Analysis Survey 199

Forrester's Customer Insights

SEPTEMBER 10, 2018

Influencer marketing is often characterized as a trendy tactic for B2C marketers to tap into the far-reaching audiences of the Insta-famous. There’s no doubt that the […].

Marketing 48

Marketing B2C B2B ROI 48

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). How can the business impact, or WOM/ROI, be determined? How does WOM/ROI vary by business category?

Marketing 60

Marketing ROI Advertising B2C 60

BirdEye

MAY 10, 2023

Whether you’re selling directly to customers (B2C) or to other businesses (B2B), you need a solid marketing strategy to engage with your target market and inspire them to buy from you. The trick is to provide content that can engage and convert your prospects by evoking emotional connections to your brand and offerings.

Examples 98

Examples Strategy Tips Marketing 98

SurveySparrow

AUGUST 13, 2020

Then let me break this to you for every $1 spent email will give you a $44 ROI. Your email to that person will help them get introduced to your brand. 55% of all companies use automated emails to market their products and raise brand awareness. 5 Free Email Automation Tools to Save Your Money and Procure 4x Better ROI.

How To 95

How To ROI Tools Measurement 95