Navedas

FEBRUARY 12, 2020

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

CX 130

CX B2C Customer Relationship Customer Retention 130

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

CommBox

JANUARY 28, 2024

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, followed by upgrading contact center technology (79%) and automating customer service processes (77%). 10 Facts you should know about Chatbots Chatbots can result in 80-90% response rates.

AI 52

AI Customer Service Real Estate B2C 52

Intercom, Inc.

JULY 26, 2022

The term “client success” is virtually interchangeable with “customer success,” but is more often used by companies that sell a B2B product. In the B2B world, customers are referred to as clients, since the buyer-seller relationship is usually more intricate than in the B2C world. What is customer success management?

B2B 129

B2B B2C Education Customer Retention 129

VOZIQ

NOVEMBER 28, 2022

Regardless of where demand marketing reports, success will depend on demand leaders fully embracing their role in delivering satisfying experiences across the customer lifecycle. Success will also require that marketing and sales adapt their alignment and integration to support buyers and customers. Let us know in the comments.

Technology 40

Technology Technology CX B2C 40

VOZIQ

NOVEMBER 28, 2022

Regardless of where demand marketing reports, success will depend on demand leaders fully embracing their role in delivering satisfying experiences across the customer lifecycle. Success will also require that marketing and sales adapt their alignment and integration to support buyers and customers. Let us know in the comments.

Technology 40

Technology Technology CX B2C 40

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Automated Customer Support A Look Ahead. © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

Social Media 83

Social Media B2C B2B Omnichannel 83

VOZIQ

JANUARY 17, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. Predictions 2022: B2C CMOs Need to Adapt or Get Sidelined.

B2C 40

B2C Customer Retention AI CX 40

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

TeamSupport

OCTOBER 8, 2020

TeamSupport maintains our diligence when it comes to taking a holistic view of the customer, with every one of our product, support, and success team members understanding the product and having the same dedication to serving our customers.

Customer Relationship 59

Customer Relationship B2C B2B Innovation 59

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment CRM B2C 40

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment CRM B2C 40

SixteenVentures

JULY 17, 2020

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. Okay, so… Why Do SaaS CEOs Ignore Churn?

B2C 133

B2C Start-ups B2B Customer Acquisition 133

Shep Hyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65

Totango

JUNE 4, 2021

This encourages greater loyalty, higher customer retention and more enthusiastic brand ambassadorship. Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal.

B2C 62

B2C Customer Journey Map NPS B2B 62

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer Satisfaction 100

Customer Satisfaction B2C B2B Customer Relationship 100

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Non-Profits B2C B2B 60

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

Social Media 40

Social Media B2C B2B Omnichannel 40

Zendesk

JUNE 30, 2022

Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? The key to customer retention and lifetime value is after-sales service. Deepen brand loyalty.

Sales 98

Sales Non-Profits Customer Retention Social Media 98

Shep Hyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences.

Customer Satisfaction 119

Customer Satisfaction B2C Omnichannel CX 119

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Sentiment Analysis B2C Customer Retention 56

Fonolo

MAY 10, 2018

It’s impossible to say ‘Influencer’ and ‘Customer Experience’ in the same breath without thinking of Peter Lavers, a titan of #CX with an impressive career at the helm of big brands like Rolls-Royce, Bentley, and Customer Futures. Make no mistake: Quality assurance is the name of PlayVox’s software game.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Set objectives and goals: Identify key objectives and goals for your customer experience program.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

TeamSupport

APRIL 26, 2019

B2B buyers are a different type of customers. Responsible for allocating a company’s budget, they are under considerably more pressure to make the “right” decision than the average business-to-consumer (B2C) shopper. Companies can have a great product, but no one may want to buy it because of a poor customer service reputation.

Customer Service 55

Customer Service B2B B2C Customer Retention 55

SugarCRM

DECEMBER 9, 2020

Potential clients will always have a whole suite of what-ifs, especially in B2B contexts, when purchases are more complex and have more implications than B2C sales. Get objective and positive customer feedback. In other words, learn how your customers are actually using your products. Higher customer retention rates.

Sales 49

Sales B2C CRM B2B 49

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 40

B2B Sentiment Analysis B2C Customer Retention 40

Shep Hyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. If you are in a business that ships merchandise, then you must read this article.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Totango

MARCH 26, 2019

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets and partial ownership, or subscription models, for B2C ones. And customers have raised their expectations, demanding products and services that can be customized to meet their specific desires.

Customer Satisfaction 65

Customer Satisfaction B2C B2B Education 65

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. Customer Support vs. Customer Success. Increased Customer Expectations.

Customer Satisfaction 56

Customer Satisfaction B2C Customer Retention Customer Relationship 56

CSAT.AI

FEBRUARY 12, 2020

Customer love nurtures your B2C relationships. They don’t just make products for loved ones, they also recognize the B2C relationship in their Valentine’s Day card offerings. Sending cards at holiday times to customers is one way of giving a more personalized touch. The Statistics. A Hallmark moment anyone?)

CX 52

CX B2C Omnichannel Customer Service 52

SurveySensum

JANUARY 12, 2024

Cultivates Customer Loyalty and Retention Infusing humanity into your interactions builds a foundation of customer loyalty. Customers are more likely to stay and return when they feel valued and understood, resulting in increased customer retention.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

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. Onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Zendesk

FEBRUARY 7, 2024

One thing’s for sure: Win-back campaigns are a proven strategy to reactivate a customer relationship. While businesses should prioritize customer retention to catch disengaged customers before they churn, successful win-back campaigns can be an essential safety net to recapture some lost revenue.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

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