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

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. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Director, CX Consulting, Confirmit. Voice of the Customer Webinars. Watch webinar. Our Presenters: Brad Linville, Sr.

CX 45

CX B2C Construction Voice of the Customer 45

Confirmit

JULY 10, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Director, CX Consulting, Confirmit. Voice of the Customer Webinars. Our Presenters: Brad Linville, Sr.

CX 40

CX B2C Construction Voice of the Customer 40

Confirmit

JUNE 26, 2019

With the right level of trust you can motivate, empower and encourage everyone in the organization to do the right thing for your customers and deliver real business value. Director, CX Consulting, Confirmit. Voice of the Customer Webinars. Our Presenters: Brad Linville, Sr. Register Now. Thursday, July 11.

CX 40

CX B2C Construction Voice of the Customer 40

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Lumoa

FEBRUARY 6, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! 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

ClearAction

SEPTEMBER 29, 2016

Advancing Customer Experience Expertise in CX Month optimizecx. Customers are the lifeblood of everyone’s food on the table. No matter what your income source is, it’s fueled by customers. CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ).

CXM 66

CXM CX Customer Experience B2C 66

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. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Confirmit

DECEMBER 4, 2018

In this video Claire Sporton, SVP Customer Experience Innovation at Confirmit provides key advice on getting started with a Voice of the Customer program. She talks about getting the right input, not only from customers, but from partners and employees as well in order to get a clear picture of the business ecosystem.

B2C 40

B2C B2B Voice of the Customer Touchpoint 40

Confirmit

DECEMBER 5, 2018

This report is based on one of the most comprehensive global surveys of over 700 CX practitioners worldwide, and was carried out by Confirmit in partnership with Engage Business Media. The report summarizes the factors that define leaders and laggards in CX across different industries, and across B2B and B2C markets.

CX 40

CX B2C Innovation Customer Experience 40

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. A CX platform combines all of that.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Confirmit

DECEMBER 13, 2018

I received an email with the subject line “Customer Power” which caught my eye. I spend my life talking to customer experience (CX) practitioners about every aspect of CX, so naturally I was interested in this email. I clicked on it to find it was an invitation to attend a CX conference next year.

B2C 61

B2C B2B CX Voice of the Customer 61

Confirmit

MARCH 12, 2019

What’s nice about this event is that we’re able to speak to people from every part of the marketing world – often the home of Customer Experience and Insight teams. This year there was a lot of emphasis on engaging with customers across both B2B and B2C markets, including gamification, brand value, social media and more.

Voice of the Employee 56

Voice of the Employee B2C Social Media Voice of the Customer 56

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Heart of the Customer

JANUARY 16, 2021

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).

CX 132

CX Voice of the Customer Customer Experience B2C 132

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Lumoa

OCTOBER 31, 2018

Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX Never underestimate the customers expectation in CX. It will be growing and growing.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Confirmit

MARCH 22, 2020

While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis. In the past few days, we’ve been getting a lot of questions from our clients on best CX practices in light of Covid-19. Your Questions Explored.

Customer Experience 52

Customer Experience B2C Hospitality Hospitality 52

Confirmit

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Director of Customer Experience, Ecore. Webinar Details.

Customer Experience 40

Customer Experience B2C Construction Voice of the Customer 40

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

Return Customer

MARCH 14, 2018

You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Here are three critical reasons to be reading your customer reviews. In her spare time, she enjoys learning more about CX, reading, and engaging on Twitter.

B2C 77

B2C Voice of the Customer Customer Feedback CX 77

Confirmit

AUGUST 19, 2019

Before I joined Confirmit as a CX Consultant, I was a practitioner at both small and large companies, working on B2B and B2C programs in a variety of industries. In the trenches, so to speak, I was charged with developing and expanding Voice of Customer and customer experience programs.

B2C 40

B2C B2B Voice of the Customer CX 40

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? Learn More about the role of AI in CX. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

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. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. LinkedIn : [link] /. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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. So that’s where we got the idea that why not do a complete voice of the customer tool, rather than making a tool just for surveys.

VOC 52

VOC Sentiment Analysis B2C Social Media 52

PeopleMetrics

MAY 4, 2020

Both to save that individual customer and make systemic changes that will result in better experiences for all customers ( and fewer recover alerts). 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

Customer Bliss

FEBRUARY 8, 2018

We recently learned that a good friend of ours and member of the Customer Experience Professionals Association , Diana Helfinstine , VP of Customer Experience at Essilor , the world’s largest manufacturer of eyeglasses has passed away. CX #CustExp Click To Tweet. CX Click To Tweet. CX Click To Tweet.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Confirmit

MAY 15, 2018

They began with nothing – no CX program, no one caring about customers (other than in rather perfunctory way that people care about things when they know it’s the right thing to do, but really, it’s low on the list and they hope that someone else volunteers first.) Voice of the Customer Best Practices.

B2B 40

B2B B2C Start-ups CX 40

Customer Bliss

MARCH 21, 2017

While predominantly B2B, Diana notes that B2C is always in the back of her mind.) That was one of her first “voice at the table” roles, especially around the different channels where a company can speak to customers. “I fell in love with the broadness of the work,” she says. Defining The Role At Essilor.

Manufacturing 48

Manufacturing Finance CX B2C 48

Customer Bliss

JULY 7, 2016

This work is often about being patient, finding a lot of different ways to reach the other decision-makers — and this includes making sure they understand what Voice of the Customer means and that it’s always top of mind for them. In Episode 8, I spoke with Aisling Hassell, who is the global head of CX at Airbnb. The problem?

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

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. It doesn’t always have to be a direct selling model for customers. Learn how to build a world-class CX program. Customer Experience Visionaries.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37