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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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.

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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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.

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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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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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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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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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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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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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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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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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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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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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.

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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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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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

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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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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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.

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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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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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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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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Customer Experience Design Lessons From B2C & B2B Award Winners

1 to 1

B2C financial services provider Ally Bank and B2B professional services firm PwC Australia took home top honors in the design category of Forrester''s first annual Outside In Awards.

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How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples

Comm100

Use this step-by-step guide with real-life samples to write a sales letter or email that will persuade your prospective B2C (business-to-consumer) customers to buy your product: Format Your Letter. How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples. When playing with letter formatting for B2C recipients, feel free add or delete addresses and headings if it makes your letter look cleaner or more enticing.

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10 Questions for B2B CX Leaders

Heart of the Customer

There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.

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Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Customer Bliss

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. Customers as Assets b2c chief customer officer podcast customer experience customer service CX Forbes CX industry disruption Thales Teixeira

Serving with “Kentucky Windage”

Chip Bell

Innovative Service b2c strategy customer appreciation customer care Customer Experience cxMy very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow!

Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX

Navedas

Customer love nurtures your B2C relationships. Do you love your customers? Do they know it? The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on Navedas.

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How Do You Prioritize the CX Work to Be Done in the First Year of the CCO Role?

Customer Bliss

Kathy Tobiasen has served in both B2B and B2C roles, and at The Nature’s Bounty Company, a global manufacturer of vitamins and supplements. As we can see, whether you’re a CCO in a B2B or a B2C company, listening is a crucial step to prioritize when focusing on your organization’s customer experience transformation. Podcast b2b b2c CCO chief customer officer CX priorities Donna PeeplesHave you recently become a chief customer officer?

How the Customer Experience is Shifting in Manufacturing

Customer Think

Customer experience is at the heart of acquisition and retention, but until now seemed to be only a strategy for B2C. Photo by Unsplash, CC0 1.0 Manufacturers can serve as a valuable resource to their customers by implementing digital strategies.