Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. That applies to both B2C and B2B businesses. Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. There are two thoughts I have on CX in 2022 and beyond.

CX 123

CX Customer Experience Non-Profits Social Media 123

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). But without a plan in place, it’s difficult for teams to align, making it challenging to provide great CX consistently. Here are examples of what a B2B and B2C customer service plan might look like.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Aquire

NOVEMBER 12, 2021

That’s an awful customer experience (CX), and it can ruin your impression of a brand no matter how great your user experience was. Here’s what you’ll learn: CX vs. UX. Comparing CX and UX in theory. That is usually the case for B2C products, but in B2B industries, the customer and the user might be different.

Net Promoter Score 72

Net Promoter Score Customer Experience NPS CX 72

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

CSAT.AI

SEPTEMBER 29, 2022

As we’ve stated CSAT and NPS are two often talked about (and argued about) metrics. B2C companies often have a larger number of customers with shorter company relationships, and lower revenue. Let’s go deeper into a few more customer success metrics. Customer Health Score (CHS).

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

SurveySensum

NOVEMBER 22, 2021

Difference between closed-loop feedback in B2B and B2C. How to close the feedback loop in B2C? It helps you identify the gap or improvements in your product, service, or the CX program. CX Team: They are looped in on all kinds of customer issues. Difference between closed-loop feedback in B2B and B2C.

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

Steven Van Belleghem

MARCH 7, 2021

Can B2B companies use the same customer experience strategies as B2C companies? B2B organizations can indeed use the same type of CX strategies as B2C companies. So in that aspect, of blending the human touch with a seamless tech layer, they can still learn a lot from B2C companies. The short answer is “yes”.

Customer Experience 98

Customer Experience B2B B2C CX 98

Zendesk

APRIL 5, 2022

With many B2C products, the need for education and follow-up information usually isn’t necessary. Since the start of the COVID-19 pandemic, customer service has increasingly become a significant business differentiator, according to our CX Trends Report. Our CX Trends Report revealed that more than a third of U.S.

Net Promoter Score 52

Net Promoter Score Education NPS B2B 52

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. 2018 will be the year of CX and AI.?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Waypoint Group

DECEMBER 3, 2015

This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work.

Gaming 40

Gaming B2B CX B2C 40

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? 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. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. These executives trace the deficit back to complications with their CX processes, a lack of support from C-level leadership, and a failure to integrate across the organization.”.

B2B 40

B2B Customer Experience B2C Close the Loop 40

Beyond Philosophy

JULY 5, 2016

Most companies collect small and big data to do more targeted marketing selling, and use metrics like customer satisfaction, indices, NPS and/or CES to reward or punish employees. B2b and b2c consumers trust humans more than companies or institutions. The Four Principles of CX Design. Harder than it sounds.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

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

Lumoa

MARCH 12, 2023

Ask most business leaders and they’ll tell you customer experience (CX) is essential. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. A CX platform combines all of that. Benefits of using a customer experience platform CX platforms benefit your business in many ways.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Learn More about the role of AI in CX. 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. So let’s start! Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

CX Journey

APRIL 7, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). These four rules would work very well for B2C or B2B companies whose products have become commoditized and who want to differentiate on service. Instead, focus on leading “revolution indicators” (i.e.,

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Learn More about the role of AI in CX. 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. So let’s start! Why are your customers turning away from you?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Experience Investigators

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. Maybe you’ve heard leaders on your CX team say something along the lines of, “We know our customers.” What is a CX Persona? CX Personas are fictionalized archetypes representing your customer. CX Personas vs Buyer Personas & Avatars.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

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. The NPS ® System advocates VoC managers’ efforts in engaging Promoters, Passives, and Detractors. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

SurveySensum

DECEMBER 28, 2020

In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? After that, in the later episode, we will also listen to CX professionals from these growth-stage companies and understand how they started their CX journey. . How to capture VOC data?

VOC 98

VOC B2C Social Media Voice of the Customer 98

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. Yet despite the sector’s growing focus on CX, a paradox has emerged. CX in B2B is a different ball game than B2C. And with good reason.

B2B 29

B2B CX B2C Close the Loop 29

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Perhaps employees should focus on something other than NPS ? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback.

VOC 61

VOC CEM NPS Business Administration 61

Qualtrics

MARCH 14, 2019

Here’s everything you need to know about the latest CX innovations from X4 Summit 2019: World-class customer experience in the palm of your hand. That’s why we’ve launched an entirely new mobile CX experience. Break down CX silos with Smart Routing. See XM Mobile in action. Book a demo. Get a demo of Frontline Feedback.

Innovation 46

Innovation Customer Experience B2B B2C 46

SurveySensum

JANUARY 20, 2021

Sharing his instance of finding the niche, Tanuj says, “When we started, it was all about CX platform that can take any kind of customer feedback from surveys at any kind of channel. How can B2C growth stage companies identify the reason behind customer churn? But once we went to our clients with it, they asked me a simple question. .

VOC 52

VOC Sentiment Analysis B2C Social Media 52

Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. 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. 2) The goal of a B2B buyer is different from that of a traditional consumer.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

PeopleMetrics

MAY 4, 2020

Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Close the Loop 78

Close the Loop VOC CEM NPS 78

Confirmit

MAY 29, 2018

Voice of the Customer programs aim to gather and analyze customer insights, and enable you to take action in order to improve customer experience (CX) and deliver positive business outcomes to your organization. There are variations for B2B and B2C organizations, between specific industries, and even between regions. White Paper.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 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. Of course, I like Fred Reichheld as a champion and founder of NPS and his books, like The Ultimate Question and The Ultimate Question 2.0. I love all of his books.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your company. The benefits of a great B2B CX program can be reduced churn and increased business growth. But what about business to business?

B2B 26

B2B Close the Loop CX B2C 26