Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. 3 B2C support trends and lessons learned.

B2C 118

B2C B2B Social Media Start-ups 118

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

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. customerservice #customerexperience #custserv #custexp #cx It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. You met their expectations.

CX 78

CX B2C Hospitality Hospitality 78

Heart of the Customer

OCTOBER 6, 2021

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. 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.

B2B 109

B2B CX B2C Customer Experience 109

SurveySensum

FEBRUARY 3, 2022

A few days back, I spent almost 2 hours creating a beautiful, engaging, and all-inclusive B2C survey. . To get that, we have collated some practical points yet very effective points that have helped companies improve their survey response rate for B2C surveys. 9-point Checklist to Increase Response Rate of B2C Surveys.

B2C 72

B2C Close the Loop CX NPS 72

Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. 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.

CX 109

CX B2C B2B Customer Experience 109

ECXO

SEPTEMBER 30, 2023

09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Let’s make every day a CX Day! appeared first on ECXO - European Customer Experience Organization.

CX 98

CX B2C Innovation B2B 98

Navedas

FEBRUARY 12, 2020

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

CX 130

CX B2C Customer Relationship Customer Retention 130

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 67

B2C CX B2B Customer Experience 67

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. The post B2B CX Strategy Trends That Should Be On Your Radar appeared first on Heart of the Customer.

B2B 78

B2B CX B2C NPS 78

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. Take a look at these examples: Brittany Naylor I was inspired by some really great comments from the Head of CX at Outdoor Voices this week on the topic of Next Issue Avoidance.

Contact Center 206

Contact Center CX B2C Start-ups 206

Execs In The Know

JANUARY 29, 2024

In this episode of The CX Leadership Exchange , we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President, Global Contact Center Management at Mastercard. For those aspiring to carve a niche in the CX industry, Scott shares three golden nuggets of wisdom: 1. Bring your authentic self to work.

CX 52

CX B2C Contact Center Touchpoint 52

Steven Van Belleghem

OCTOBER 24, 2022

They lack the outside-in reflex that characterizes the most successful B2C companies. Don’t treat CX as an afterthought. One of the best ways to boost your CX is by offering peace of mind to your customers, and unburdening them from tasks that have little added value to their own employees or customers. Make it a priority.

B2B 109

B2B E-commerce CX B2C 109

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

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. Know your customer experience (CX) goal. The post Four steps to build an improved B2C customer experience appeared first on Heart of the Customer.

B2C 60

B2C Customer Experience B2B CX 60

Customer Think

OCTOBER 18, 2021

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

CX 67

CX B2C B2B Customer Experience 67

Customer Think

AUGUST 9, 2023

Where B2C goes, B2B follows. CX is everywhere. Businesses want a seamless CX just as […] There’s an old adage in customer experience. But, the distinction between the two is fading.

B2B 98

B2B B2C CX Customer Experience 98

Customer Think

OCTOBER 8, 2021

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered.

B2B 60

B2B CX B2C Customer Experience 60

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

SEPTEMBER 1, 2023

Upcoming webinars CX in Marketing: How to Amplify ROI by 100X Through Customer Feedback – How can Marketing truly leverage customer feedback to drive value? Thanks for understanding! Lumoa AMA – Every month you get to ask Lumoa questions in a casual, welcoming setting.

Actionable Insights 157

Actionable Insights B2C Start-ups Customer Feedback 157

Heart of the Customer

FEBRUARY 1, 2018

A common concern I see among CX pros is a concern over customers who are making “bad” choices. This problem exists across industries, both B2B and B2C. The post Social Proof: A Powerful, but Underutilized, CX Tool appeared first on Heart of the Customer.

CX 94

CX B2C B2B Customer Experience 94

Waypoint Group

OCTOBER 29, 2020

I discussed several aspects of effective B2B programs with my friend and fellow CX professional, Evan Klein , with the consulting firm, Satrix Solutions. The post Stop Treating your B2B Customer Surveys or NPS program like a B2C effort first appeared on Waypoint Group.

B2C 40

B2C NPS B2B Customer Survey 40

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

VOZIQ

NOVEMBER 28, 2022

Analyst firm Forrester recently released their 2023 predictions for technology, CX, and marketing leaders. We picked four of these predictions to help retention and CX leaders deal with the challenges posed by this period of uncertainty and change. Some B2C CMOs will fall into the short-term revenue growth trap.

Technology 40

Technology Technology CX B2C 40

VOZIQ

NOVEMBER 28, 2022

Analyst firm Forrester recently released their 2023 predictions for technology, CX, and marketing leaders. We picked four of these predictions to help retention and CX leaders deal with the challenges posed by this period of uncertainty and change. Some B2C CMOs will fall into the short-term revenue growth trap.

Technology 40

Technology Technology CX B2C 40

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Execs In The Know

OCTOBER 15, 2023

Simultaneously, Customer Experience (CX) has become the domain in which companies set themselves apart from their competitors, and the utilization of AI for enhanced Customer Experience has become a critical success factor in today’s dynamic business environment. Both industries however have the same foundation of success.

AI 52

AI Artificial Intelligence CX Compliance 52

PeopleMetrics

JULY 17, 2018

So, what is CX measurement or VoC? Okay, so CX measurement (VoC) is not market research. This feedback is especially important in business-to-consumer (B2C) industries, such as hotels and restaurants. A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

VOC 210

VOC CEM CX Customer Feedback 210

SurveySensum

NOVEMBER 9, 2023

If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. So, if you’re focusing on the CX, you can’t neglect the employee experience – and their work at your company. If you want a good CX, you need well-managed employees.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Shep Hyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. 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.   . Happy New Year!

Customer Service 124

Customer Service Customer Experience B2C B2B 124

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. What can we learn from B2C brands (with business customers)? This is urgent.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

1 to 1

MARCH 28, 2013

It disappoints me when customer experience professionals at B2B companies won't even consider CX practices from business-to-consumer companies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

B2C 48

B2C B2B CX Government 48

C3Centricity

MARCH 25, 2024

years) slightly better off than B2C (4.1 But don’t worry I have the solution in the form of a new model of CX, which I will explain in a moment. However, those with over ten years experience showed slightly lower levels of churn (17.8% 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

Customer Think

JANUARY 14, 2023

B2B or B2C…CX is CX Putting the Human Experience First as a Business Strategy Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can […].

B2C 60

B2C B2B CX Customer Experience 60

ECXO

APRIL 21, 2023

How to create something unique for your B2B & B2C customer too? Expressing natural empathy in engagement B2B & B2C , is this not for all? Learn from the outstanding global companies, SAS , Oracle , and a small growing Finnish startup called Lumoa , which is also doing a great job in CX. How can your culture adapt?

B2B 52

B2B B2C Customer Experience CX 52

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SugarCRM

FEBRUARY 7, 2023

Organizations today strive to achieve the perfect customer experience (CX) for each individual they interact with. And obviously, the CX executives bear the most significant load of ensuring smooth, streamlined customer interactions. Only 41% of CX executives today claim they have an AI strategy. How Does Guided Selling Work?

CX 26

CX B2C Engineering B2B 26