Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. She believes the ease of those B2C transactions is influencing how B2B companies need to do business.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. There are several ways to obtain data and understand customers.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged.

B2B 339

B2B Customer Journeys How To Effort Score 339

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40