10 Questions for B2C CX Leaders

Heart of the Customer

There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

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For B2C, Cleanliness Is the New Black

Heart of the Customer

The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer. CX Program Strategy Interviews with CX Experts Surveys & Feedback B2C Best practices business problem conference Customer Experience customer feedback customer relationship customer satisfaction customer voice CX event Executives SurveysLet’s not beat around the bush: $#@&*%! coronavirus trashed your journeys.

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The State of B2C Complex Customer Care

MyCustomer Experience

TWhen it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people. 24th Mar 2022. By BlueOceanContactCenters

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Delivering Excellent B2C Customer Service: 7 Best Practices

Help Scout

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

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Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour.

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10 Questions for B2C CX Leaders

Customer Think

There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here. This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

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Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

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. So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? In the B2C world, CLV is used to prioritize follow-ups.

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Understanding the B2B Customer Journey and How It Differs from B2C

Totango

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.

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A Successful B2C Engagement Tactic Applied to B2B

Heart of the Customer

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. Customer Centric Culture Change Customer Experience CX vision Employee and Customer Engagement Voice of the Customer B2B B2C Carved connection customer experience tip customer relationship CX CX tip engagement idea phone caseI recently purchased a new phone, so of course, I need a new case.

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9-point checklist to increase your response rate for B2C Surveys

SurveySensum

A few days back, I spent almost 2 hours creating a beautiful, engaging, and all-inclusive B2C survey. . To get that, we have collated some practical points yet very effective points that have helped companies improve their survey response rate for B2C surveys.

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How Learning from B2C Experiences can help B2B Brands Impact their Bottom Line

Customer Think

When it comes to CX in today’s world, B2B businesses need to think more like B2C brands. Customer experience (CX) has become the primary differentiator between brands. Companies can no longer compete only on product or price alone. Instead, customers are seeking out experience.

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Bringing a B2C experience to the B2B checkout with embedded payments

Customer Think

COVID-19 radically changed the retail landscape. In fact, data shows that the pandemic accelerated the shift to eCommerce by five years.

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The Return of the Undead – Do they go B2B or B2C?

Customer Think

In the first part of this article, I explained why there is no metaverse (yet), although the idea is around for quite some years. Despite the current hype, it is just a re-emerging topic. Foundational technologies like VR are around since as long. Blog Customer Engagement Enterprise Technology

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Four steps to build an improved B2C customer experience

Heart of the Customer

I’ve seen real challenges in the past when leaders move from B2B to B2C (or vice-versa). Here are four steps to help you get started creating a better B2C customer experience. The post Four steps to build an improved B2C customer experience appeared first on Heart of the Customer. Serving consumers is different than serving businesses.  It’s not harder or easier – just different.  Know your customer experience (CX) goal. I was […].

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Explosion in Remote Work Further Blurs Boundaries Between B2B and B2C Marketing – Here’s How to Adapt

Customer Think

Like many of you reading this, my company decided to go fully remote in March 2020, thinking it was a temporary safety precaution – not a work and office culture-shifting moment.

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Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

Align Around Experience Podcast b2b b2c customer experience customer mapping unite silos unite the csuiteOverview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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When B2B and B2C Key Performance Metrics Flatline….

Beyond Philosophy

The first, a B2C example, involves a major player in the cable television industry. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. The post When B2B and B2C Key Performance Metrics Flatline…. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

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Later’s Farhan Virji on adapting B2C support strategies for B2B teams

Inside Intercom

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues.

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Interview: Creating a Clean Experience

Heart of the Customer

Customer Experience Vision CX Program Strategy Interviews with CX Experts B2C Customer Experience customer relationship customer satisfaction CX Tips interviewHow would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground?

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Don’t Leave Your Customers in the Dark!

Heart of the Customer

CX Program Strategy B2B B2C Best practices Customer Experience customer experience tip customer relationship cx design CX Tips operational transparency

UPS Fail: Mishandled With Care

Heart of the Customer

CX Program Strategy Metrics & ROI B2C Best practices Customer Experience customer satisfaction CX Tips data quality empathy operational transparencyOperational mistakes happen. If a company handles them well, customers will forgive the occasional lapse.

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Stop Treating your B2B Customer Surveys or NPS program like a B2C effort

Waypoint Group

The post Stop Treating your B2B Customer Surveys or NPS program like a B2C effort first appeared on Waypoint Group. “How hard could it be… it’s just a survey, right?” ” I often hear this sentiment. Although getting feedback in a B2B doesn’t need to be difficult, it DOES need to be done in a B2B context. Are you guilty of treating your B2B feedback effort (nay, “survey”) like that of a consumer-focused company?

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An Effortless Experience Isn’t Enough

Heart of the Customer

CX Program Strategy Interviews with CX Experts B2B B2C customer effort Customer Experience customer experience tip customer loyalty CX eventIn CX, we all focus on making the experience easier on our customers. (We We even made it the title of our book.)

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Learn From West Elm’s Missed Opportunity

Heart of the Customer

B2B Journeys (or B2B2C) CX Program Strategy B2B B2C Best practices consumer journey customer effort Customer Experience customer experience tip customer journey cx design CX tip design thinking Retail

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Switch to Zendesk, the most complete solution for the modern B2C business

Zendesk

A single moment can make or break a customer’s experience with your business, and B2C brands face the task of meeting every consumer in every moment throughout the buyer journey. As so many B2C brands know, customer loyalty can be hard to earn—and easily lost. Why B2C brands choose Zendesk—and details from companies that have made the switch from Kustomer to Zendesk. In today’s world, every customer interaction matters.

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Rich Emotions Can Overcome Poor Quality

Heart of the Customer

CX Program Strategy Surveys & Feedback Voice of the Customer B2C customer effort Customer Experience customer experience tip customer relationship customer service CX CX tip CX Tips voice of the customerCustomer experience has three components: Effectiveness, Ease, and Emotion.

Why are you using a B2C approach and solution for B2B Customer Feedback?

Waypoint Group

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? If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses.

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Focus on Moments of Truth

Heart of the Customer

Customer Journey Mapping CX Program Strategy B2B B2C consumer journey Customer Experience customer journey customer journey mapping CX CX Tips expertise moments of truth VisualIn every customer journey, there are interactions that matter more than others.

How B2C companies are using live chat to drive sales and offer a personalized customer experience

Inside Intercom

The post How B2C companies are using live chat to drive sales and offer a personalized customer experience appeared first on Inside Intercom. For online businesses, customer experience is king. It can be pretty simple if you listen to what your customers want, which usually boils down to a personalized, quick and low friction experience. Channels like live chat and self-service are highly preferred when it comes to customers getting answers to their questions.

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Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

Overview. On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products. Ross Garretson, A VP and Leader of Strategic Operational Designs.

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What is a good SaaS Churn Rate?

SixteenVentures

Of course there are several factors to consider here, but in B2B SaaS where we’re looking for customer lifetimes of at least 36 months (and likely spending more than in B2C to acquire customers), this is clearly working against our goals. Is 5% a good monthly SaaS Churn Rate?

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The 23 Keys to Creating Raving Fans Part 1

C3Centricity

Most of this discussion is applicable to both B2C and B2B; with the exception of the 80/20 rule which is explained later. Customer Centric Business B2B B2C Creating raving fans customer satisfaction customer satisfaction index NPS Raving fans

The 23 Keys to Creating Raving Fans Part 2

C3Centricity

Customer Centric Business Marketing & Brand Building Uncategorized B2B B2C Creating fans Creating raving fans Fans Raving fansThis is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago.

Why Are B2B Companies Ignoring B2C CX Practices?

1 to 1

But unless B2B customer experience practitioners want to run the CX race with one foot in a bucket, they should also learn strategy from Holiday Inn and Burberry, customer understanding from Vanguard and Virgin Mobile Australia, and design practices from Fidelity and the Spanish bank BBVA - the list of relevant B2C case studies goes on and on. It disappoints me when customer experience professionals at B2B companies won't even consider CX practices from business-to-consumer companies.

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Announcing Help Scout's 2021 Customer Service Awards

Help Scout

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce. Read the full article

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What Is Customer Value and How to Build It?

SupportYourApp

Both in B2B and in B2C, ‘value’ has several meanings. Most often, it defines a

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Choosing the Best B2B and B2C Help Desk Software for Your Business

TeamSupport

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. B2C focuses on contacts, B2B on contacts AND companies – This is one of the most vital and important distinguishing factors between B2C and B2B help desk software. Click here to download our infographic comparing B2B and B2C customer support!

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