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

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

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

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 103

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 103

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

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

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

Confirmit

MAY 29, 2018

Design : Design your program to deliver both tactical and strategic benefits, mapped to your key business objectives. Listen: Put in place multi-channel data collection to ensure your customers can provide feedback in the way that suits them, driving high response rates and greater insight. When to Collect the Voice of the Customer?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40