Fonolo

JANUARY 8, 2020

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. SMS remains the most ubiquitous channel, but least flexible.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

Customer Think

OCTOBER 2, 2021

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.

B2C 81

B2C CX B2B Customer Experience 81

Customer Think

MAY 30, 2023

Limitless resources underline the different approaches for B2B and B2C sales. That’s because, traditionally, it was perceived that B2B sales entailed a lengthier purchasing cycle, mainly due to higher costs of products and services and more stakeholders involved. But what if they could be more similar than we thought?

B2C 59

B2C B2B Sales Customer Experience 59

Customer Think

JULY 30, 2021

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.

B2C 122

B2C B2B CX Customer Experience 122

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.

VOC 122

VOC B2C B2B CEM 122

Customer Think

DECEMBER 6, 2022

As customers’ digital needs and expectations grow, these strategies should include a plan on how to incorporate embedded payments, which B2B businesses can learn from popular B2C use cases. For example, Uber introduced and normalized embedded payments where the […].

B2C 59

B2C B2B Technology Technology 59

Fonolo

JANUARY 8, 2020

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. SMS remains the most ubiquitous channel, but least flexible.

Scorecard 67

Scorecard B2C Contact Center Omnichannel 67

Heart of the Customer

OCTOBER 18, 2018

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […].

B2C 60

B2C B2B Voice of the Customer Customer Relationship 60

Customer Think

FEBRUARY 21, 2023

As the business landscape transforms, so too must the marketing strategies of B2B companies. The four traditional Ps of marketing – product, price, promotion, and place – are no longer enough in today’s digital landscape. To stay ahead of the game, B2B companies must consider a fifth P: payments.

B2B 69

B2B B2C Gaming Technology 69

Adrian Swinscoe

APRIL 22, 2022

The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service B2C 246

Heart of the Customer

AUGUST 15, 2016

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. It’s not harder or easier – just different. 

B2C 60

B2C Customer Experience B2B CX 60

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Now you know why customers don’t seek B2B or B2C businesses. Welcome to CX 102 or Advanced CX. It’s an elective for the B2B or the online/digital industry. ” With that in mind, today’s lesson will be a future reminder for you.

CX 88

CX B2C Hospitality Hospitality 88

Waypoint Group

OCTOBER 29, 2020

The post Stop Treating your B2B Customer Surveys or NPS program like a B2C effort first appeared on Waypoint Group. And for more info on how B2B programs operate: Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B.

B2C 40

B2C NPS B2B Customer Survey 40

Intercom, Inc.

APRIL 7, 2020

” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. According to our research, 54% of B2B support teams are seeing increased volume, along with 45% of B2C support teams.

B2C 217

B2C B2B Education Healthcare 217

Customer Think

MAY 19, 2023

Did you know? Millennials and Gen Z zoomers, or those born between 1996 and 2012, constitute 64% of business buyers,” according to Forrester Research. Most B2B buyers that are part of these generations are accustomed to frictionless shopping experiences and expect the same service levels when making B2B purchases.

B2B 97

B2B B2C 97

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 Customer Feedback VOC 40

Customer Think

OCTOBER 7, 2021

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. While we’ve come a long way on the road back to normalcy and AnalyticsIQ’s offices are open, our employees were given the choice, and […].

B2C 116

B2C B2B 116

Customer Think

NOVEMBER 22, 2022

In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions.

CRM 136

CRM Business Growth B2C Retail 136

Customer Think

AUGUST 9, 2023

Where B2C goes, B2B follows. There’s an old adage in customer experience. But, the distinction between the two is fading. CX is everywhere. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Businesses want a seamless CX just as […]

B2B 98

B2B B2C CX Customer Experience 98

Heart of the Customer

OCTOBER 6, 2021

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. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. I’ve talked with hundreds of […].

B2B 109

B2B CX B2C Customer Experience 109

Zonka Feedback

JULY 3, 2022

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up.

B2B 98

B2B Customer Experience B2C 98

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Customer Think

SEPTEMBER 7, 2023

CX and brand work (and writings) almost always focus on B2C. B2C companies typically have far more customers, so it’s less difficult to collect sufficient data that is statistically reliable. The reason is quite simple: it’s easier.

B2C 72

B2C CX B2B Customer Experience 72

Customer Think

NOVEMBER 8, 2021

Customer experience is at the heart of acquisition and retention, but until now seemed to be only a strategy for B2C. It makes doing business simpler, which is another excellent growth strategy. However, B2B companies have […].

Manufacturing 136

Manufacturing Customer Experience B2C B2B 136

Help Scout

AUGUST 22, 2023

B2B customer service has some challenges that B2C customer service doesn’t. Learn what B2B customer service is and 6 ways to excel at it. Read the full article

B2B 75

B2B Customer Service B2C 75

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment.

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

Navedas

FEBRUARY 12, 2020

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.

CX 130

CX B2C Customer Relationship Customer Retention 130

Futurelab

APRIL 13, 2021

Tags: Alain Thys brand loyalty B2C relationship customer needs Facebook Like.

B2C 188

B2C 188

Aquire

JULY 6, 2021

Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey. Difference between B2C and B2B journeys. The difference between B2C and B2B customer journeys is essentially that B2B customer journeys are more complex.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

C3Centricity

MARCH 25, 2024

years) slightly better off than B2C (4.1 However, those with over ten years experience showed slightly lower levels of churn (17.8% years) A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2 years, roughly on par with the rest of the C-suite (4.4 years), with B2B companies (4.4

B2C 90

B2C B2B CX 90

Heart of the Customer

OCTOBER 14, 2021

There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

CX 109

CX B2C B2B Customer Experience 109

Customer Think

MARCH 12, 2023

My answer always starts with this: “Yes, you can make sales directly from social media if you are selling a business-to-consumer (B2C) product or service. People often ask me: “Does social media marketing really lead to sales?” But if you are selling a.

Social Media 75

Social Media Sales B2C 75

Customer Think

JULY 20, 2021

I recently participated in a LinkedIn comment thread posing the question of whether B2B or B2C marketing was more fun. Naturally, this sparked a spirited dialogue. As a long-time B2B marketer, I have immensely enjoyed my profession, but it has its challenges.

B2B 119

B2B B2C Sales 119

Shep Hyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   .

Customer Service 124

Customer Service Customer Experience B2C B2B 124

Customer Think

DECEMBER 22, 2022

That means B2B and B2C marketers as well as product teams are usually interested in the […]. User interviews are one of the qualitative research methods used in product research and development to design or iterate on products sold to businesses or individual customers.

B2C 80

B2C B2B 80

Help Scout

OCTOBER 25, 2021

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

B2C 113

B2C Customer Service B2B Customer Experience 113

Customer Think

APRIL 26, 2023

While the B2C businesses have widely adopted the digital approach, the B2B industry is yet to master this eCommerce pivot. Since the pandemic, the business world has dramatically shifted towards an increasingly digital medium. This led to leveraging technology to streamline workflows and reduce human effort.

B2B 64

B2B B2C Technology Technology 64