ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Set objectives and goals: Identify key objectives and goals for your customer experience program.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Lumoa

FEBRUARY 6, 2018

Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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. So let’s start! Do you love CEM as much as we do?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Kayako

SEPTEMBER 20, 2018

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . Make Customer Experience a Priority . Make Use of Voice of Customer Data. Provide Tailored Services .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Customer Bliss

NOVEMBER 7, 2017

Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Find a common outcome metric for everyone to look at and use to gauge success.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. B2C and B2B businesses can both use VoC programs.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Customer Bliss

NOVEMBER 7, 2017

Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Find a common outcome metric for everyone to look at and use to gauge success.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

ShepHyken

FEBRUARY 22, 2019

While there may be an expense to implementing a campaign as extraordinary and creative as the Stacy’s Chips campaign, memorable experiences lead to increased customer loyalty and word of mouth benefits that often outweigh those costs. I share my story because it serves as a reminder that brands should not compete on price alone.

Hotels 113

Hotels B2C Loyalty B2B 113

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

Voice of Customer 52

Voice of Customer Social Media Feedback Survey 52

Thematic

FEBRUARY 3, 2025

According to Salesforce, 88% of customers say good service makes them more likely to make another purchase, yet slow responses and unresolved customer complaints can drive them away. Businesses, of course, know they cannot ignore the voice of customers and that customer review analyses are of utmost importance.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 81

Loyalty B2C Brands Study 81

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets.

Wait Times 16

Wait Times B2C B2B Customer Centricity 16

Waypoint Group

FEBRUARY 1, 2018

But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. The post Why are you using a B2C approach and solution for B2B Customer Feedback? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses.

B2C 40

B2C B2B Feedback Customer Engagement 40

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Second to None

MARCH 13, 2019

According to Forbes, personalization drives impulse purchases, increases revenue, increases loyalty, and decreases amount of product returns. [2]. Ensuring the proper use of information is a necessary step in cultivating a strong B2C relationship. In addition, customers appreciate, if not demand, a high level of transparency.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 76

Loyalty B2C Brands Study 76

Second to None

FEBRUARY 15, 2019

Customer satisfaction is a commonly used metric in the CX domain. It helps to depict a more accurate perception of the overarching customer experience, touching on key points of interaction. This can be particularly useful for understanding weak factors of your customer service program that lead to unsatisfied customers.

Customer Experience 78

Customer Experience Effort Score NPS Net Promoter Score 78

Lumoa

OCTOBER 31, 2018

Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Three words: voice of customer. Stop surveying your customers and start listening to them. How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Waypoint Group

AUGUST 1, 2018

And the shortest path to true loyalty is by demonstrating that the people within your company are listening. Here’s why that’s true and how to make this critical, emotional connection with your key customer contacts to strengthen relationships and drive true loyalty. Attitudinal Loyalty Accelerates Profitable Growth.

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

APRIL 12, 2019

Whichever method you choose to organize your customers should allow for a specialized approach towards each group, touching on the members’ individual behavioral patterns and expectations. Personalization highlights the human factor of a B2C relationship. The Human Factor.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Second to None

APRIL 18, 2019

Building Trust with the Customer. Trust is key in any B2C customer relationship. Traffic from social media influencers can only take you so far unless you have the product and customer experience that further drives loyalty and transactions. [1] 2,3] [link]. 4,5] [link].

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

PeopleMetrics

MARCH 25, 2022

CABs are particularly beneficial for companies that rely heavily on segments of high-impact customers , like: B2B companies that produce enterprise-level software or provide specialized professional services. Luxury B2C brands and service providers. Any business that operates in a niche market with relatively small pools of customers.

Roadmap 118

Roadmap Feedback B2B Survey 118

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Let’s look at some other major differences between B2B and B2C customer experience. #1.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

CSM Magazine

MAY 16, 2023

The Voice of Customer (VoC) is an invaluable asset for businesses, providing crucial insights into the needs, preferences, and feedback of customers and prospects. By actively listening to the Voice of Customer, businesses can gain a deeper understanding of their target audience, their pain points, and their expectations.

B2B 52

B2B Financial Customer Centricity B2C 52

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

PeopleMetrics

FEBRUARY 25, 2022

A CX management strategy gives you the data and structure you need to strategically improve customer retention, net promoter scores, and lifetime values through iterative, data-backed changes. Improved brand loyalty and reputation. If it goes poorly for whatever reason, the customer could churn or even spread negative word of mouth.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Pink Guava

APRIL 26, 2020

For example, you could be selling to a B2B business and right now your customers might themselves be facing the cash crunch. - or maybe you were in B2C business and now with social distancing customers will be extremely wary? Employee experience through engagement for loyalty is being built in these times.

Social Media 84

Social Media Financial Innovation Employee Engagement 84

CX Centric

NOVEMBER 17, 2020

She further mentioned that CS started mainly in the USA were it was used mostly by B2B companies before being also adopted by B2C companies. Moore further mentioned about the common buzzwords used with the two entities were she said for Customer Experience, the common buzzwords are loyalty, moments of truth and touch points.

Customer Success 52

Customer Success Customer Experience B2B Customer Centricity 52

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Companies who understand their customers reap the benefits.

Feedback 55

Feedback Net Promoter Score Effort Score Survey 55

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. These are the six key performance indicators (KPI’s) we’ve determined to be necessary on every customer feedback dashboard: % of Identified Promoters.

B2B 40

B2B NPS Guidelines Metrics 40

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. We believe personalisation done right drives customer loyalty.

Customer Experience 53

Customer Experience Video Sales B2C 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. We believe personalisation done right drives customer loyalty.

Customer Experience 49

Customer Experience Video Sales B2C 49

Seaton CX

MAY 16, 2024

When done correctly, the customer journey mapping process reveals the “Moments of Truth”—those critical interactions a customer has with your company that have an oversized impact on their experience and, ultimately, their loyalty. Recruiting methods vary greatly between B2C and B2B companies.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Annette Franz. Morika Georgieva.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

OCTOBER 1, 2021

In today’s fast-paced business world, there is an increasing focus on providing a customer-centric experience by providing a personalized customer experience. A customer-centric mindset is crucial because $98 billion is left on the table every year by organizations that fail to provide simple customer experiences.

Customer Centricity 11

Customer Centricity Customer Journeys Customer Experience Net Promoter Score 11