eglobalis

JANUARY 20, 2025

Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation. The article was originally posted on Eglobalis.com/blog.

B2B 406

B2B Loyalty Loyalty Programs Innovation 406

InMoment XI

JANUARY 9, 2024

How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management. Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

MARCH 6, 2025

For instance, some companies form a CX governance board comprising senior leaders from sales, marketing, operations, services and finance, chaired by the CX executive sponsor. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

B2B 330

B2B Customer Journeys How To Effort Score 330

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Make Customer Experience a Priority .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

NICE inContact

APRIL 24, 2019

In addition to its core B2B business distributing 60 million products to retail outlets worldwide, Basic Research continues to build a thriving B2C business: Consumers order direct by phone or online. The post Basic Research Builds B2C Business with Custom CRM Integration appeared first on NICE inContact Blog.

B2C 139

B2C CRM Contact Center Omni-Channel 139

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. Related: How Sales Reps can Improve the B2B Sales Experience.

B2C 137

B2C B2B Customer Experience Culture 137

ShepHyken

DECEMBER 23, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience?

Customer Experience 82

Customer Experience Handbook B2C B2B 82

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. What can we learn from B2C brands (with business customers)? This has resulted in an increase in sales and customer satisfaction. Higher sales and a more loyal customer base. The result?

B2B 390

B2B B2C Touchpoint Customer Journeys 390

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

B2C 122

B2C B2B CEM Airlines 122

InMoment XI

JULY 20, 2022

It is evident in both b2b and b2c products and services, everywhere around the globe. Research has demonstrated, for example, the strong correlation of brand and product reputation through online reviews and resultant sales. On the employee side, this impacts recruitment and retention.

Brands 370

Brands B2C B2B Financial 370

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

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

Customer Journeys 118

Customer Journeys B2C B2B e-support 118

C3Centricity

JULY 27, 2021

Very seldom is the reason for defection price, no matter what the sales reps tell you. Most of this discussion is applicable to both B2C and B2B; with the exception of the 80/20 rule which is explained later. Very little has been written on keeping and serving existing customers. First, let’s define a Raving Fan.

B2C 317

B2C B2B Customer Satisfaction Industry 317

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. 42% of B2C customers purchased more after a good customer service encounter. Customer retention statistics: More than 6 in 10 U.S.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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. So how can organizations in the B2B industry improve and widen their customer engagement through omnichannel tactics to meet these evolving expectations?

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

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

SurveyGizmo

NOVEMBER 11, 2021

We were living B2C lives where purchases were only a click away. We’re required to speak with Sales teams to get information. Self-serve options, common in B2C e-commerce, have grown for business buyers too. Mozilla employees use Alchemer in the same way they might use a B2C platform like Netflix.

B2C 98

B2C B2B Self Service e-support 98

Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto.

Fashion 284

Fashion B2C Hotels Insurance 284

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. B2B contracts often come hand-in-hand with after-sales support or proactive maintenance SLAs.

B2C 104

B2C Consumers Meeting Technology 104

C3Centricity

JUNE 2, 2021

Pricing #Marketing #Brand #BrandBuilding #Sales Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Price should factor in after-sale consumables. Pricing #B2B #B2C Click To Tweet. Distributors sometime get rebates when they hit a certain sales volume. New product pricing.

B2B 334

B2B B2C Brands Consumers 334

Comm100

MARCH 14, 2018

There are many different types of sales letters and emails. Whether you’re writing business-to-business (B2B) or business-to-consumer (B2C), here’s what to consider when preparing your own sales letter or email. This blog post is the first part of a 3-part series: 5 Things to Consider Before Drafting Sales Letters and Emails.

Sales 116

Sales B2C B2B Tips 116

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.

Company 397

Company B2C Employee Experience Culture 397

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Sales and delivery teams provide invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews.

Strategy 443

Strategy Customer Experience Net Promoter Score Customer Centricity 443

SuiteCX

JANUARY 13, 2020

These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we? Do B2B and B2C maps really differ? We have found that B2B or B2C tend NOT to be the differentiators. We find that again, B2B and B2C aren’t really the key elements. B2C Example. B2C Example.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Vonage

OCTOBER 12, 2015

As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. These tactics work for B2B as well as B2C, although the examples discussed here are based on a retail setting. These tactics work for B2B as well as B2C, although the examples discussed here are based on a retail setting.

Sales 120

Sales Customer Service B2C Customer Service Strategies 120

Experience Investigators by 360Connext

NOVEMBER 20, 2014

While with traditional enterprise sales the customer is paying for a one-off purchase that may or may not go hand-in-hand with an annual service fee, SaaS companies are constantly having to cultivate the customer relationship if they are to stay in business. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

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 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Sales and Delivery Teams : Providing invaluable data through regular customer interactions. Firms like Microsoft, Dell, Shopify, Cisco, and Lenovo use VOC to refine their products and services.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. Call your sales number. It’s amazing how many inbound sales departments are totally unprepared for this type of question. Ask typical questions of the sales person. The short answer is yes. Is it easy to fill out?

B2B 271

B2B B2C Social Media Retail 271

ijgolding

NOVEMBER 13, 2018

VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture. WHY VOC WORKS WELL FOR B2B.

B2B 185

B2B B2C Automotive Retail 185

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Whereas for B2B businesses, this time of year is filled with troubleshooting issues for customers that are taking advantage of the holiday hype to boost customer engagement and sales.

Self Service 259

Self Service Customer Service How To B2C 259

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

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

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. A customer persona helps humanize the customer to the point you might refer to them by a fictional name.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. In contrast, manufacturing companies are more transactional, focusing on individual sales.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156