GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

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

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. How Does the B2B Customer Experience Differ from B2C? This positive reputation can attract new customers and partners.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Curious how we’re delivering for B2C brands? Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center First Call Resolution 156

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. This metric helps companies align their offerings with customer expectations and drive long-term loyalty.

NPS 425

NPS Net Promoter Score Effort Score Metrics 425

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. H2H fosters this connection, leading to stronger loyalty and long-term relationships.

B2C 156

B2C B2B Leadership Culture 156

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. What can we learn from B2C brands (with business customers)? How have they changed since the pandemic?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

Heart of the Customer

OCTOBER 29, 2020

Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer.

B2C 120

B2C Loyalty Strategy Customer Experience 120

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. This is an advantage in gathering rich feedback.

B2B 330

B2B Customer Journeys How To Effort Score 330

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 do any of the CX ideas you discuss apply to us?

B2C 137

B2C B2B Customer Experience Culture 137

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. CallMiner ). CallMiner ). Accenture ). CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Kerry Bodine

APRIL 4, 2018

We want to map from the awareness phase all the way through retention and loyalty.”. If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. We were going to do the whole lifecycle,” he told me. “We

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

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. For example, WhatsApp’s end-to-end encryption policy is openly communicated to users, which reinforces trust and increases loyalty.

B2B 390

B2B Loyalty Connections Technology 390

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 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

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. Most of this discussion is applicable to both B2C and B2B; with the exception of the 80/20 rule which is explained later.

B2C 317

B2C B2B Customer Satisfaction Industry 317

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

ECXO

DECEMBER 4, 2024

This comparative analysis delves into the nuances of customer success strategies in these two sectors, highlighting key differences in implementation, measurement of success, and overall impact on customer satisfaction and loyalty. It indicates the level of customer satisfaction and loyalty towards the software product.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

C3Centricity

JUNE 2, 2021

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. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. New product pricing.

B2B 334

B2B B2C Brands Consumers 334

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 114

B2B Loyalty Net Promoter Score B2C 114

Experience Investigators by 360Connext

DECEMBER 17, 2014

It doesn’t matter how big your organization is or if it’s B2C, B2B or not-for-profit, your customers are counting on you. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Customer experience is HUGE and can be overwhelming.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience. Applying B2C Tactics to Your B2B World. And it’s wise thinking.

B2C 98

B2C B2B Brands Trends 98

Customer Bliss

AUGUST 31, 2016

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

Lumoa

MARCH 20, 2018

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 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. This can be more challenging in a B2B context due to the scale and complexity of relationships.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

InMoment XI

OCTOBER 10, 2022

For B2C companies, there is not a best day to send surveys : Tuesdays, Wednesdays and Fridays all lead to a relative high response rates and Thursdays and Sundays can better be avoided. Learn how to modernize your NPS program for growth and higher loyalty. Asking for Feedback via Customer Surveys Statistics. Source: CheckMarket ).

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

NOVEMBER 2, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. In B2C, sometimes it’s important to include where and how a customer will be experiencing specific steps along the journey in their real lives, like using a mobile app while using multiple screens.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

OCTOBER 19, 2021

This happens in business-to-consumer (B2C) and business-to-business (B2B) usually because the priorities in the organization shift to how to operationally deliver instead of how to acknowledge, thank and guide the customer. In B2C, this can be what happens when the customer has to set up an account in ways that don’t reflect their time.

B2C 346

B2C B2B Customer Journeys Brands 346

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

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

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journeys 213

Customer Journeys B2C Social Media Omni-Channel 213

ShepHyken

FEBRUARY 23, 2025

My Comment: So much of what is written about customer service and CX is focused on consumers (B2C companies). Ive mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. As you read it, you may think, Hmm, this could work for B2C, too!

Customer Service 79

Customer Service Social Media B2C B2B 79

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

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 402

B2B Culture Government Innovation 402

ECXO

JUNE 19, 2024

Because no matter how excellent the customer experience is, it cannot make up for the lack of quality and well-designed outcomes that help generate adoption, repeat business, loyalty, and revenue. In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C. May 21, 2024.

Customer Experience 386

Customer Experience Automotive Fashion Innovation 386

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302