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.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Steven Van Belleghem

DECEMBER 6, 2021

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. We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more.

CX 123

CX Customer Experience Non-Profits Social Media 123

Fonolo

SEPTEMBER 19, 2017

Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email. Methodology: “[This report studies] the performance, operations, technology and HR aspects of US contact center operations.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89

PeopleMetrics

FEBRUARY 25, 2022

Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data. How is CX management evolving today?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

MAY 11, 2020

One of the most popular customer experience metrics is the Net Promoter Score or NPS. This platform is intuitive, easy to use, and is a good fit for both B2C and B2B businesses. The right technology can work wonders when it comes to simplifying the process of creating an effective VoC program.

Voice of the Customer 83

Voice of the Customer VOC Net Promoter Score Start-ups 83

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.

CX 129

CX Customer Experience Education Machine Learning 129

Customer Bliss

DECEMBER 13, 2016

billion P&L for CA Technologies. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. Assessing maturity models and frameworks in the marketplace, and adapting one to suit CA Technologies. Next up: Built the drivers of NPS by function, identifying root causes.

Customer Experience 0

Customer Experience B2C Government NPS 0

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. Market leaders must provide services and use technologies that restore empathy to the customer experience. Advertising and promotion generate little trust.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

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

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? So let’s start! Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 97

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 97

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 96

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 96

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 94

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 94

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. What Are the Keys to Winning Customer Success for SaaS Businesses?

Customer Journey Map 103

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 103

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. Why is NPS ® going up or down? So let’s start! Why are your customers turning away from you?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. She focuses particularly on helping organizations harness customer data, insight, and technology to drive CX improvements, whilst driving the cultural change needed to unlock value for themselves and their customers.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Waypoint Group

OCTOBER 6, 2021

I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.” B2C companies can’t really create relationships with their customers (in general) because the staffing costs would drive them about of business. Some things just cannot be automated.

B2C 49

B2C B2B NPS Start-ups 49

SurveySensum

DECEMBER 28, 2020

What is my overall NPS score?’ ‘Are There is a slight difference between B2B and B2C in terms of how we are capturing data. B2C, on the other hand, offers a wide sea of channels to the customers to reach out. That’s exactly where the AI tools and technologies that consolidate all the responses come into the picture.

VOC 98

VOC B2C Social Media Voice of the Customer 98

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

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. Video call technology opens the door to a number of different ways of engaging customers.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

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. the future is a mix of using technology as best as humanly possible and gaining the organization’s real trust. I love all of his books.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Intercom, Inc.

MARCH 22, 2018

They also crawled the web and used technology, but they actually built a 300-person team in the Philippines to help structure a lot of data and invite these service providers to join their network. They didn’t have to invest as much time in the technology and it was effective in the long run. now Homeadvisor).

Start-ups 189

Start-ups Engineering B2C B2B 189

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