Think Customers

APRIL 10, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 60

B2C B2B Metrics Analysis 60

Middlesex Consulting

MAY 31, 2015

But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect. One can make the argument that this has always been the case, and it would be right.

B2C 60

B2C B2B Omni-Channel Customer Experience 60

ECXO

APRIL 26, 2023

This creates competitive advantage in the market. First mover advantage – companies that collaborate between the CCO and CDO have a competitive advantage over those that don’t. They often develop products and services that are first to market, resonate with customers and set design standards.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

ShepHyken

JANUARY 2, 2024

They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. What role does convenience play as a competitive advantage in the customer service landscape? Top Takeaways: Customers are smarter than ever before.

Customer Experience 95

Customer Experience How To Competitive Advantage B2C 95

Retently

MARCH 29, 2023

Tesla allows customers to buy a car on the Internet, and this B2C model saves a lot of time and money by skipping the middleman. And it’s not just that they are electric; there are many other reasons why Tesla is innovative: Direct sales with no dealer network. It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Blake Morgan

OCTOBER 27, 2022

Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. But then the pandemic turned everything on its head. But change isn’t always bad.

B2B 106

B2B Self Service Competitive Advantage B2C 106

Blake Morgan

JANUARY 20, 2022

On his Win the Customer blog, CX and customer service expert Flavio shares practical tips for companies of all sizes to turn CX into a competitive advantage. . He shares information for B2B and B2C customer experience leaders, especially around journey mapping and customer engagement. . Flavio Martins . Jay Baer .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Lumoa

APRIL 24, 2018

Knowing the “why” behind the number and how to use it to gain a competitive advantage is another. It can be used in both B2C and B2B settings, but it also comes handy for HR and OD professionals to improve the employee experience — even the candidate selection and recruitment process. Knowing the number is one thing.

System 317

System Effort Score NPS Net Promoter Score 317

CCO Council

JUNE 24, 2014

B2C industries tend to see results more rapidly than B2B. Industries with intense competition show heightened impact from the CCO. It takes at least two years for the CCO''s activities to flow through the company and make a significant impact on top- and bottom-line results.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage B2C 85

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. How can simplicity and convenience be a competitive advantage? It starts with leadership, where decisions are made and trickle down to every department in the company.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

CX Journey

FEBRUARY 23, 2016

Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. B2B customer experience leaders believe their digital investments will positively affect customer interactions and translate into a competitive advantage. In short, yes.

B2B 80

B2B Company Customer Experience Contact Center 80

Oracle

OCTOBER 30, 2018

That’s why it’s become a business imperative—and a competitive advantage. This applies in B2B and B2C. The fact is, CX is all about business, about a win-win between company and customer. It’s likely that you’re here because you’re sold on the value of CX, but your colleagues might not be.

Multi-Channel 244

Multi-Channel Omni-Channel Competitive Advantage B2C 244

Answer Dash

MAY 7, 2018

Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ). 32% of B2C CMOs see improving customer experience as a top three objective. trillion and $5.8

Trends 54

Trends Customer Experience B2C B2B 54

Lumoa

OCTOBER 31, 2018

For smaller orgs, the challenge will be figuring out how to gain and sustain competitive advantage in the face of larger competition that is able to use technology to deliver faster, more personal experiences at significantly less cost.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Forrester's Customer Insights

FEBRUARY 14, 2025

Maximize loyalty program effectiveness with a balanced mix of transactional benefits that offer monetary value, and non-transactional benefits that spark more emotional connections.

Loyalty Programs 26

Loyalty Programs Competitive Advantage Loyalty Connections 26

Bob Hayes

SEPTEMBER 18, 2017

Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Most respondents were from the US (86%) and worked in a B2B (50%) or B2C/B2B (42%) company. Creating a Competitive Advantage with Analytics. Data were collected from January to March 2017.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

SmartMessage Blog

MAY 16, 2023

Business efforts to satisfy consumers are referred to by the abbreviation “B2C” (Business to Consumer). Since it is important to reach end users in the B2C field, activities on directing them to sales points online and physically are at the forefront. B2B is as important as B2C studies in contributing to economies.

B2B 52

B2B Marketing B2C e-support 52

ShepHyken

JULY 18, 2022

(Forbes) Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. But then the pandemic turned everything on its head. But change isn’t always bad.

Self Service 14

Self Service Customer Service B2B Competitive Advantage 14

SurveySensum

DECEMBER 18, 2024

It helps businesses understand how they stack up against others in the market and identify areas for improvement or competitive advantage. Source: Retently 2024 NPS Benchmarks for B2B & B2C Analyze and benchmark your NPS with SurveySensums NPS experts and stay ahead of the competition!

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

Natalie Petouhof

JUNE 27, 2017

Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. Industry-leading B2B companies increasingly respond to intensifying global competition by putting customer-centricity and experience at the heart of the strategy.

Customer Centricity 49

Customer Centricity B2B Strategy Self Service 49

Bizagi

AUGUST 20, 2018

It used to be that businesses would gain a competitive advantage in one of two ways: either by having a low-cost distribution model or differentiating themselves in the market. The advantage seems to be more in the ability to predict and optimize through analytics and the ability to scale. “The But that is not the case today.

Strategy 65

Strategy Competitive Advantage Government Leadership 65

Team Support

OCTOBER 8, 2020

We serve companies in all different industries, from SMBs to enterprise—when many of our competitors have maintained their focus on B2C “ticketing.” We’re bringing awareness to businesses that B2B customer support is not generic support, and it’s different than B2C support.

Customer relationships 59

Customer relationships Company B2C B2B 59

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D., It is time for value-unique.

Brands 60

Brands Company Customer Experience Banking 60

Team Support

OCTOBER 28, 2020

Created by industry experts who lived through the struggles of being a mission-critical B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a customer support solution to help companies build stronger customer relationships.

Customer relationships 45

Customer relationships Company B2B B2C 45

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. Research your competition : Examine your competitor’s paid ads, social media campaigns, and website to identify their strengths and weaknesses.

Examples 98

Examples Strategy Tips Marketing 98

Pointillist

SEPTEMBER 10, 2020

Real-Time Interaction Management Real-time interaction management (RTIM) is usually defined by B2C marketers as a capability that helps brands deliver more contextually relevant experiences. Now It’s Your Turn Evolving from traditional personalization to customer journey orchestration is a competitive advantage.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

SmartMessage Blog

APRIL 27, 2023

Business efforts to satisfy consumers are referred to by the abbreviation “B2C” (Business to Consumer). Since it is important to reach end users in the B2C field, activities on directing them to sales points online and physically are at the forefront. B2B is as important as B2C studies in contributing to economies.

B2B 40

B2B Marketing B2C e-support 40

Maru/HUB

NOVEMBER 13, 2018

We understand the importance of great customer experience for B2C brands. Without paying attention to the crucial task of optimising the customer experience, B2C companies risk being replaced by their harder-working, more attentive competitors. Indeed, our expectations for B2B CX are set by our increasingly positive B2C experiences.

B2B 40

B2B Company B2C Infographics 40

Qualtrics

MARCH 14, 2019

Simply having a customer experience program is no longer a competitive advantage – to succeed in today’s experience economy, CX leaders need the tools to cut through the noise and react quickly to keep up with customer demands, wherever they are. B2B is different from B2C – now your CX program is too. Book a demo.

Innovation 46

Innovation Customer Experience B2B B2C 46

ProProfs Chat

JANUARY 30, 2020

The benefits of customer engagement are not just restricted to B2C sectors. 62% of retailers report that the use of information (including big data) and analytics is creating a competitive advantage for their organizations. Companies that successfully engage their B2B customers reported 63% lower customer attrition.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Thunderhead

MAY 28, 2019

To achieve sustainable competitive advantage, B2C marketers must deliver self-perpetuating cycles of real-time, two-way, insight-driven interactions with individual customers… [and] build a marketing strategy to address the end-to-end customer journeys – before, during, and after purchase.”

Customer Journeys 45

Customer Journeys Competitive Advantage Customer Centricity B2C 45

Answer Dash

MAY 27, 2018

Offer Personalized Experiences Just like a B2C customer walking into a retail store doesn’t want to be sold the same pair of shoes as everyone else, B2B buyers don’t want to be pushed a one-size-fits-all solution. With increased competition, B2B companies run the risk of simply becoming commodities.

B2B 58

B2B Customer Experience Self Service Customer Centricity 58

Eptica

FEBRUARY 7, 2018

Self-service also brings efficiency savings to brands - the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and over $13 for a B2B company. It could be as simple as making a section of your website clearer, or as major as using feedback to launch new products.

Self Service 49

Self Service How To Knowledge Base Competitive Advantage 49

Forrester's Customer Insights

NOVEMBER 5, 2018

Bad news: The competitive advantage these experiences […]. They shifted ad budgets (under siege thanks to trust and transparency issues) to even more technology and CX initiatives. Good news: The focus is creating more emotionally resonant and useful brand experiences such as Disney’s MagicBand.

Brands 43

Brands Competitive Advantage Technology Customer Experience 43

Optimove

AUGUST 22, 2019

While traditionally, website personalization is more common in B2C companies, there’s no reason you can’t incorporate it into B2B brands as well. If you have a competitive advantage in a specific industry, tell your audience about it! If you plan your steps carefully, it could accelerate businesses across any vertical.

Competitive Advantage 49

Competitive Advantage B2B CRM B2C 49

West Monroe

MARCH 27, 2017

On the back end, the time to revenue decreases when the sales team for B2B or tellers for B2C can quickly access information for an opportunity, prospect or current client. This transparency gains the trust from a client, bringing the first of many competitive advantages of CRM to the table.

Banking 40

Banking CRM Loyalty Customer Centricity 40