Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. B2B vs. B2C Customer Service. Create processes that enable you to obtain quality customer feedback.

B2B 91

B2B Customer Service B2C Net Promoter Score 91

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. We’ll cover the basics of: Customer journey mapping.

B2C 117

B2C B2B Customer Journey Map E-commerce 117

SurveySensum

JANUARY 12, 2024

The Problem with Generic Feedback: 5 Strategies for Humanizing Customer Feedback: Embrace Active Listening: Go Beyond Numbers: Understand Emotions: Personalize Engagement: Embrace Transparency and Collaboration: Humanize Your Communication: Tips to Help you Create Personalized Engagement with your Customers.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Totango

JUNE 4, 2021

By tying your cross-sell and upsell offers into your customers’ actual use of your product, you not only increase engagement, but you increase the attractiveness of your offers, helping boost your revenue. Use your customer journey map to plan events that trigger customized offers. Ask for Customer Feedback.

B2C 62

B2C Customer Journey Map NPS B2B 62

CSAT.AI

JANUARY 22, 2020

Sas sponsored the study “ Experience 2030: The Future of Customer Experience.” Another area of investment: customer journey mapping. The only way to know what part of customer experience to update is to know what the customer is experiencing. CX futurism isn’t just a buzz word.

CX 52

CX Customer Service Customer Journey Map Sentiment Analysis 52

Shep Hyken

OCTOBER 6, 2022

With these questions and thoughts in the back of my mind, I decided to turn to our data of research with many organizations and calculate the value of customer emotional attachment compared to the typical customer journey map touchpoints.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

Customer Bliss

APRIL 4, 2018

Determine Customer Growth, Loss, and Retention. 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 VP of Customer Experience, she is responsible for managing and creating good customer experiences from end to end.

B2C 52

B2C CX B2B Customer Journey Map 52

PeopleMetrics

FEBRUARY 25, 2022

However, when developing a customer experience strategy, you'll encounter other elements that might need more explanation. Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

ClearAction

DECEMBER 31, 2015

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. No doubt you want to make every customer experience as great as possible.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Comm100

SEPTEMBER 10, 2018

When Dimensional Research conducted a survey on the long-term impact of excellent customer service, they found that 62% of B2B customers and 42% of B2C customers purchased a product after having a good customer experience. As such it’s essential to make every effort to remove friction from the user experience.

Customer Service 45

Customer Service B2C Non-Profits Customer Journey Map 45

Customer Bliss

JUNE 20, 2017

” This is some degree of customer journey mapping. But then she began thinking about the preparation, emotional journey, and anticipation — i.e. getting your kids up, getting them ready for the train ride to the Stampede, etc. One major lesson during that time: “When does the experience begin?”

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

Kerry Bodine

JUNE 29, 2015

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop.

Customer Journey Map 87

Customer Journey Map B2C B2B Finance 87

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Start with a SaaS Customer Journey Map.

Customer Journey Map 102

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 102

Customer Bliss

APRIL 18, 2017

Even though MSA is a B2B company, one of the interesting things about their transformation efforts is that they look to “The Amazon Experience” — B2C — as a model. She believes the ease of those B2C transactions is influencing how B2B companies need to do business. Configuring CX Leaders.

Manufacturing 47

Manufacturing Engineering B2C B2B 47

ClearAction

DECEMBER 27, 2017

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. Do Customers Experience Your Internal Collaboration — or Lack of It? Solving Complex Challenges through B2B Customer Experience. B-to-B Customer Journey Maps: New Wisdom.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Waypoint Group

SEPTEMBER 2, 2015

This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

Experience Investigators

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. CX Personas are fictionalized archetypes representing your customer.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. Most of customer journey maps focus solely on customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Customer Bliss

JANUARY 18, 2018

Really listen to your customers and figure out how to craft the story with your data and customer stories. Kathy Tobiasen has spent her career serving customers in both B2B and B2C organizations including Computer Associates, Kaplan Inc., Click To Tweet. About Kathy Tobiasen. and The Nature’s Bounty Co.

Customer Experience 51

Customer Experience Business Administration B2C Manufacturing 51

Heart of the Customer

JANUARY 27, 2022

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve.

Customer Journey Map 78

Customer Journey Map B2C B2B CX 78

Lumoa

MARCH 12, 2023

Real-time insights into customer preferences and trends makes it easier to identify opportunities for cross-selling, upselling, and personalized promotions. Streamlined customer journey mapping. Qualtrics Qualtrics is a comprehensive customer experience management platform for collecting and analyzing customer feedback.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

B2C 42

B2C Social Media Customer Acquisition CX 42

Customer Bliss

FEBRUARY 8, 2018

While predominantly B2B, Diana notes that B2C is always in the back of her mind.) Essilor is the world’s leading manufacturer of eyeglass lenses, recognized as one of the top 25 Most Innovative Companies in the World by Forbes for the past two years.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Intercom, Inc.

MARCH 12, 2020

This transcends across B2B and B2C. And there could be multiple journeys: a repeat customer versus a first-time customer, a customer who buys this product versus that product. So many of my clients have multiple customer journey maps. Wouldn’t it be nice if the government caught onto this?

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. Most of customer journey maps focus solely on customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Kerry Bodine

JUNE 25, 2017

Customer Journey Mapping — August 16 & 17. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

Customer Journey Map 4

Customer Journey Map B2C B2B Start-ups 4

SurveySensum

JANUARY 20, 2021

How can B2C growth stage companies identify the reason behind customer churn? The best approach is to go to the direct source – Customers! Interview the customers you’ve already lost! A B2C growth stage company has a lot of data from the app reviews, social media channels, NPS surveys, CSAT surveys, and more.

VOC 52

VOC Sentiment Analysis B2C Social Media 52

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 96

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 96

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 95

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 95

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 93

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 93

Callminer

FEBRUARY 27, 2019

B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. B2C customers will want to further include key performance indicators such as RFM (Recency Frequency Monetary), loyalty program attributes and a heavy dose of social media behaviors. Create an official ‘customer journey map’.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

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 CX E-commerce Social Media 132

ClearAction

MAY 28, 2015

Brands with the best customer experience or service like Zappos, REI, Trader Joes, Nordstrom, Ritz Carlton, Adobe, Boeing, and American Express — they pay attention to their customers first and themselves second. Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters.

Customer Experience 110

Customer Experience Social Media Customer Experience Management Customer Journey Map 110

Zendesk

APRIL 16, 2021

It’s a journey that begins with awareness of your brand, eventually leads to purchase, and continues for as long as they remain loyal customers. Many businesses use customer journey mapping to outline a consumer’s arc with their company. You typically want to be where your audience is,” explains Bean. “So,

Social Media 98

Social Media B2B Sales Start-ups 98

Kerry Bodine

APRIL 4, 2018

No prospective customer wants “awareness” of any company (and let’s be honest, they’re not thinking of how best to solidify their “retention” either). If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes.

B2C 123

B2C B2B Hospitality Hospitality 123