Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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. Large, medium, and small enterprises included.

B2C 59

B2C Marketing Multi-Channel CRM 59

Optimove

AUGUST 2, 2021

Picture the marketing funnel as a framework that imagines the customer journey as a funnel. Its shape helps illustrate that as a customer advances across the different stages, fewer remain with the brand. Plenty of brands use marketing funnels both in B2B and B2C organizations, making it one of the most used frameworks around.

CRM 98

CRM Marketing B2C Multi-Channel 98

Retently

NOVEMBER 27, 2023

You’ll also have to pay attention to the set of features that your NPS product offers, such as multi-language survey options, integration capabilities and score notifications. Outsourcing companies, having extensive experience working with various B2C or B2B businesses, know which approach best suits your business goals and needs.

NPS 143

NPS Net Promoter Score Multi-Channel Customer Success 143

Peter Lavers

AUGUST 2, 2016

Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer. journey or isn’t managing it well”. Blame cultures from one channel to another. and all the channels they currently or will use.

Multi-Channel 40

Multi-Channel Customer Centricity CEM B2C 40

BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pointillist

APRIL 17, 2019

By Steve Offsey Your company is now competing based on customer experience, but you’re only capturing feedback from a quarter of your customers and tracking maybe 1 out of 2500 interactions. But standing in your way are existing customer data management challenges. how many people did Y before Z, but after X?)

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

CSM Magazine

APRIL 30, 2024

In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model.

Groups 52

Groups Multi-Channel e-support B2C 52

Optimove

AUGUST 31, 2023

” In our work with hundreds of major B2C brands, we have observed that relevance plays a pivotal role in enhancing customer engagement across diverse industries such as finance, retail, and gaming. Conflicting messages and promotions across different channels. Mobile marketing platform, 3. Website personalization engine.

Data 52

Data Marketing Multi-Channel B2C 52

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations. This is where digital customer success (DCS) comes in. Learn how Experity automated and optimized their CS process.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Magellan Solutions

OCTOBER 8, 2017

If your data shows a downward trend or movement of your customers’ purchases between points A and C of their customer journey, then you know something must be done with point B to maintain their interest. It gives you expert insight and professional analysis of your customers’ messages from multi-channel platforms.

Loyalty 56

Loyalty Data Multi-Channel B2C 56

Optimove

NOVEMBER 8, 2020

Why B2C Marketers Need a Relationship Marketing Hub. DIY Hack: How to Calculate Customer Lifetime Value. Treat Every Customer Campaign as a Marketing Experiment. Managing Infinite Customer Journeys. Multi-Channel Customer Marketing. Guide: CRM Manager Evolution Curve.

Multi-Channel 40

Multi-Channel B2C Retail CRM 40

BirdEye

MAY 13, 2024

These tools can provide insights into the target audience’s unique characteristics, interests, customer journey, specific behaviors, overall demographics, and psychology. Segmenting the customer base by interests, buying habits, and customer journey can improve branding, ad targeting, and content strategy.

Tools 64

Tools Social Media Multi-Channel Advertising 64

Thematic

APRIL 12, 2023

It’s around 45 years old now, and a multi-global success. We had our NPS scores feeding into a Slack channel, and when the CEO saw a zero, he’d follow up directly with the customer. Afterward, he’d talk to the customer success team about his learnings. This is always the expectation.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Think Customers

JULY 25, 2024

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. Effective leadership requires leveraging real-time service data and AI to understand the customer journey and sentiment upfront.

Metrics 40

Metrics Analysis Feedback NPS 40

eglobalis

DECEMBER 17, 2024

By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels. AI-Powered Personalization: Redefining Customer Journeys AI is revolutionizing customer interactions through personalization at scale.

Net Promoter Score 340

Net Promoter Score Effort Score B2B NPS 340

ChurnZero

JULY 12, 2019

The answers are normally quite homogenous in B2C (e.g. Companies that focus their growth on customer acquisition will have a hard time balancing out their CAC over time and will ultimately fail. These four channels MUST outperform other sources of MRR. Multi-Channel Communication. Music on the go: Spotify.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Annette Franz. Bhavika Kochhar.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Thunderhead

JULY 15, 2019

While it may have once been empty platitude, businesses are now pivoting to focus attention and resource on ‘the needs of the customer’ with unprecedented vigour. This often leads them on a daunting quest to realize the elusive customer-driven journey. Intent: The firepower behind customer-driven journeys.

Multi-Channel 65

Multi-Channel Touchpoint Customer Centricity Call Center 65

Truthlab

APRIL 11, 2019

Users encounter your organization across multiple channels every day: desktop, mobile, offline, and back again. Today, brands must strive to support their customers using an omni-channel user experience strategy that provides a continuity of experience. It’s not about optimizing each channel. Because that’s what users do.

Omni-Channel 54

Omni-Channel Multi-Channel B2B B2C 54

InMoment XI

OCTOBER 10, 2024

Depending on the size of your social media management team, you may only be able to manage a certain number of accounts, so it is important to know which social channels to prioritize. For example, Facebook, Instagram, and YouTube are the most popular social media platforms for B2C brands. Accessed 9/24/2024. Accessed 9/27/2024.

Social Media 195

Social Media Management Tips Multi-Channel 195

SurveySensum

NOVEMBER 22, 2024

Customer Support With so many advanced features and capabilities, it is required to have a robust and responsive customer support team. However, Qualtrics support comes in and the only support channel is email which takes a lot of time to respond and resolve. 5) Promoter.io 5) Promoter.io 5) Promoter.io 5) Promoter.io

Multi-Channel 52

Multi-Channel NPS Analysis Analytics 52

Kustomer

JUNE 24, 2021

If customers have a horrible experience with a brand, they are very likely to share their experience and opinion with others. This helps CX companies and departments understand that CX and the entire customer journey are some of the most vital elements to a brand’s success. Find a way to do it real time. Vikas Bhambri: (14:50).

B2C 62

B2C Tips B2B Interaction 62

SurveySensum

NOVEMBER 25, 2024

What is Medallia – The Introduction Medallia is one of the pioneers in customer and employee experience management. It provides software solutions that allow companies to collect feedback from customers through various channels such as surveys, social media, email, and website interactions. Not Available 4.7

NPS 52

NPS Omni-Channel Analytics Survey 52

Kustomer

JUNE 24, 2021

If customers have a horrible experience with a brand, they are very likely to share their experience and opinion with others. This helps CX companies and departments understand that CX and the entire customer journey are some of the most vital elements to a brand’s success. Find a way to do it real time. Vikas Bhambri: (14:50).

B2C 52

B2C Tips B2B Interaction 52

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? She is experienced with companies in the B2B and B2C industry sectors.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Confirmit

MAY 29, 2018

Voice of the Customer programs are proven to help organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. Understand your customers’ expectations better. Evaluate (and prevent) the risk of your customers churning.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40