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 110

B2B Loyalty Net Promoter Score B2C 110

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 345

B2B Loyalty Connections Technology 345

Influitive

FEBRUARY 26, 2020

Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive. . […].

Loyalty Programs 66

Loyalty Programs B2C B2B Loyalty 66

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

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

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

SurveySparrow

JUNE 9, 2024

Email marketing remains a powerful tool for reaching both B2B and B2C audiences. This is crucial for both B2B and B2C communications. Special Offers: Provide exclusive deals or discounts based on their purchase history, rewarding their loyalty and encouraging future purchases. This might vary for B2B and B2C recipients.

B2C 52

B2C B2B Interaction Groups 52

Blake Morgan

MARCH 5, 2024

                                             Exceptional customer experience (CX) isn’t just for B2C companies anymore. Implementing these strategies helps build stronger relationships, foster loyalty, and drive business growth.

B2C 52

B2C B2B Exceptional Customer Service Touchpoint 52

Forrester's Customer Insights

JUNE 3, 2024

Brands are expanding their loyalty budgets: 65% of B2C marketing decision-makers in Forrester’s 2024 Marketing Survey said they were planning to increase their investment in relationship/loyalty marketing in 2024. Marketers must coordinate their loyalty […]

Loyalty 32

Loyalty Strategy B2C Consumers 32

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

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

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

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 365

Metrics Analysis Feedback NPS 365

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 308

NPS Net Promoter Score Effort Score Metrics 308

Optimove

JANUARY 11, 2021

What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term in our learning center – B2C Marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C CRM Marketing Video 52

Optimove

JANUARY 11, 2021

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term on our learning center – B2C marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C CRM Marketing Video 52

Forrester's Customer Insights

MAY 29, 2019

This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]. Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 48

B2C Retail Loyalty Marketing 48

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 383

B2B B2C Touchpoint Customer Journeys 383

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. Deepen engagement to lock in loyalty. Download the free report here.).

B2C 66

B2C B2B Loyalty Loyalty Programs 66

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

CRM 98

CRM Loyalty Strategy B2C 98

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. Adoption means loyalty. How does customer adoption create loyalty? 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

InMoment XI

OCTOBER 9, 2024

From discounts to gift cards, these rewards not only encourage feedback but also foster customer loyalty. Sometimes, collecting feedback from clients calls for a tailored approach, especially when it comes to distinguishing between B2C and B2B interactions. Integrate feedback forms on your website. How to Collect Feedback from Clients?

Feedback 195

Feedback How To Social Media B2C 195

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . In order to retain customers and create loyalty, you have to know what drives your particular customers. As that can be a tall order, we have created a proprietary model called “Customer Loyalty 3.0” Annette Franz.

B2C 124

B2C Customer Retention Strategy Brands 124

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 297

B2B Strategy Customer Experience Customer Journeys 297

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is not one BIG WOW to a customer. Trust builds loyalty. Loyalty builds your business. Now you know why customers don’t seek B2B or B2C businesses. So let’s get started. Consistency builds trust.

B2C 88

B2C B2B Hospitality Social Media 88

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 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

Forrester's Customer Insights

OCTOBER 23, 2020

B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world.

B2C 53

B2C Marketing Measurement Retail 53

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

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 372

Strategy Customer Experience Net Promoter Score Effort Score 372

Forrester's Customer Insights

NOVEMBER 18, 2024

In 2025, we expect consumer usage of loyalty programs to grow amid declines in overall brand loyalty. Though loyalty programs offer the rewards that price-conscious consumers crave, companies struggle to inspire emotional loyalty across various tactics aimed at improving retention.

Loyalty 26

Loyalty Meeting Loyalty Programs Marketing 26

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 186

B2C B2B Customer Satisfaction Industry 186

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments.

Customer Experience 399

Customer Experience Customer Centricity Innovation Culture 399

Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. B2C Breakup Case Study.

B2C 61

B2C Management Social Media Training 61

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

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Forrester's Customer Insights

AUGUST 16, 2023

Does your brand employ a loyalty services provider in addition to a loyalty technology provider? Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. If not, you should consider it.

Loyalty 46

Loyalty Technology Brands Consumers 46

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Both are crucial for maintaining a positive image, sustaining customer engagement, and optimizing marketing strategies to increase customer loyalty and lifetime value.

Consumers 111

Consumers Survey Brands Marketing 111