Beyond Philosophy

JULY 5, 2016

Human-engineered experiences also require that measurement techniques be sensitive to the components that drive, or detract from, what customers get from their vendor relationships. Create human emotions and memories in transactions and relationships. Create human connections between employee ambassadors and customers.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

Aquire

AUGUST 12, 2021

LinkedIn is often a favorite for B2B companies, whereas B2C companies tend towards Facebook, Twitter, and Instagram. If you have the budget and the need, you can even try more advanced software, like Delighted, for NPS and other surveys. Imagine you are a customer walking around a store. 2) Messaging Platforms. 4) Live chat.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

Totango

JULY 1, 2022

First, we’ll discuss what customer loyalty is. Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. What Is Customer Loyalty? B2B SaaS customer loyalty can be quantified through key performance indicators.

Customer Loyalty 107

Customer Loyalty Business Growth B2B Net Promoter Score 107

Waypoint Group

JUNE 7, 2018

Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time.

B2B 40

B2B VOC B2C Start-ups 40

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

VOC 62

VOC B2B Close the Loop Non-Profits 62

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

Waypoint Group

FEBRUARY 4, 2016

In short, Dell found that there were critical gaps in meeting customers’ expectations for order delivery, and decided to do something about it. A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical.

Net Promoter Score 63

Net Promoter Score NPS B2B B2C 63

Waypoint Group

DECEMBER 18, 2019

[This week’s post provided with our thanks by Paul Piazza , head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Customer relationships are constantly evolving. Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%.

B2B 40

B2B Start-ups B2C Customer Satisfaction 40

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. You are fixing the customer relationship first and foremost, and as a result, the business impact will follow. I love all of his books.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Confirmit

MAY 29, 2018

Take action, at a tactical and strategic level, in order to use the Voice of the Customer to make improvements. Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. How Do You Build a Voice of the Customer Program?

Voice of the Customer 40

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

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Close the Loop CX B2C 26