ViiBE Blog

OCTOBER 28, 2021

It includes everything from online shopping to the moment a customer walks into the store at the mall, the act of purchasing, after-sales services, and returns. More specifically, digital transformation in the realm of customer service relates to how companies are using digital media to improve their customer experience.

Social Media 52

Social Media Roadmap e-support Video 52

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. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Most B2C is pretty transactional.

B2B 95

B2B Company B2C Customer Centricity 95

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

Customer Success 0

Customer Success B2C NPS e-support 0

Magellan Solutions

MAY 16, 2021

On top of after sales support, nurturing existing customers and going after new ones is the standard business practice. This helps brands build rapport and grow their market reach and increase their loyal customers. Inobtrusive embedded live chat support on the customer’s buying journey is commended. Satisfaction Rate.

Telecommunications 52

Telecommunications Transportation Ecommerce Banking 52

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

Customer Success 60

Customer Success B2C NPS e-support 60

ProProfs Chat

DECEMBER 23, 2020

Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better. Collect Customer Data.

Effort Score 87

Effort Score Analysis Knowledge Base Customers 87

ProProfs Chat

MAY 6, 2020

Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Lithium

AUGUST 8, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

Social Media 40

Social Media B2C B2B Metrics 40

Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. Customer retention statistics: More than 6 in 10 U.S. Institute of Customer Service ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

LiveChat

JANUARY 3, 2019

Another thing that was interesting for Mateusz was the level of their customer service. Swift responses (a 30 second response time), professional and friendly agents, and 90% of customer satisfaction. When your business grows, your customer base grows too. It was just great.

Case Study 59

Case Study Chatbots Study Tips 59

Feedbackly

SEPTEMBER 26, 2018

And it is also of paramount performance when your customer base grows because there are countless examples of companies who are not able to efficiently scale their customer experience strategies. Expectations for B2C as well as B2B customers. The ROI of Good Customer Experience. And can we blame them?

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Comm100

JANUARY 25, 2018

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. This is where a B2B customer satisfaction survey comes into the picture. How satisfied are you with the overall performance of our sales representative?

Customer Satisfaction 104

Customer Satisfaction B2B Survey How To 104

SmartKarrot

JULY 7, 2023

White space in business is like a blank canvas representing customers’ unmet needs waiting to be filled. If you are unaware of the processes to find those blank canvases or the ideas to fill those with customer satisfaction, you are lacking something very major. It can be utilized with ease by B2B and B2C businesses as well.

Analysis 10

Analysis Customer Satisfaction Resources Loyalty 10

Currency Alliance

OCTOBER 12, 2020

And it does not matter if you are B2C, B2B, or B2B2C. Rather, I will explain why the industry is changing and why your company needs to collaborate with complementary brands in order to double or even triple engagement with customers. And, as you know, satisfied customers are the ones who become loyal.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin. The response rate has a massive effect on the statistical validity of any survey.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. Finally, we’ll show you how you can leverage customer loyalty to promote B2B referral programs that expand your customer base and increase your revenue. What Is Customer Loyalty?

B2B 109

B2B Loyalty Net Promoter Score B2C 109

Kustomer

MAY 12, 2022

Ultimately there are different ways to, I think, drive customer satisfaction. In my experience, and I think everyone can relate to this, I’ve never chosen an airline based on customer service out of the gate, right? You choose based on pricing when you need to fly somewhere. Gabe Larsen: (03:26). Interesting.

Customer Service 96

Customer Service Customers Airlines Customer Experience 96

NobelBiz

MAY 9, 2023

With dialers, contact centers can greatly improve their operational efficiency, leading to a more satisfied customer base and happier agents. Customer Experience Generally speaking, automated dialers can have a significant impact on the customer experience. Let’s dive a little deeper into the specifics of each type.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Let’s look at some other major differences between B2B and B2C customer experience. #1.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Kustomer

OCTOBER 8, 2020

Ultimately there are different ways to, I think, drive customer satisfaction. In my experience, and I think everyone can relate to this, I’ve never chosen an airline based on customer service out of the gate, right? You choose based on pricing when you need to fly somewhere. Gabe Larsen: (03:26). Interesting.

Customers 52

Customers Airlines Customer Service Customer Experience 52

ChurnZero

APRIL 12, 2019

So in a B2B setting, it would be the actual product that they’re interfacing with, it might also be newsletters that they are getting from the marketing team, it might be the sales team that they interacted with during the RFP process, or the training and onboarding that they received.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

delighted

NOVEMBER 2, 2021

Without having a clear idea of who you’re creating your products, marketing, and customer experiences for, your customer journey might be less effective. Your aim is to drive people to a sale or a signup – and if your journey isn’t what your potential customers are expecting or looking for, chances are they’ll go elsewhere.

Tips 84

Tips Customer Journeys How To Net Promoter Score 84

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

JANUARY 24, 2022

Companies in many industries are waking up to the fact that traditional processes, legacy technology platforms, and functional siloes—in marketing, sales, finance, and customer success— no longer reflect the way a modern HT&S company can and should operate. Chapter 1: Revenue optimization moves to the forefront.

Software 40

Software Trends Self Service B2B 40

Lumoa

APRIL 24, 2018

Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? Andy Hanselman Customer Experience Expert and Speaker.

System 338

System Effort Score NPS Net Promoter Score 338

Retently

DECEMBER 4, 2019

But as a more standard Detractors definition, you can just think of them as dissatisfied customers. There are several customer satisfaction metrics that you can use to identify your Detractors, the top two being – Customer Satisfaction Surveys (CSAT) and Net Promoter Score (NPS) surveys. How to Identify Detractors.

Net Promoter Score 125

Net Promoter Score How To NPS Effort Score 125

Talkdesk

JUNE 1, 2016

America Sales Solutions, LinkedIn. JASON : The pain in customer satisfaction sneaks up on you. The best thing is to argue for more post-sale support and argue to allocate more sales resources there. Eventually all of your revenue comes from the base. Make sure your customers feel love.

Customer Centricity 40

Customer Centricity Company Marketing How To 40

Retently

FEBRUARY 27, 2019

This type of messages is based on the personalized sharing of knowledge. This is the moment when you need to get rid of sales pitches, look into specific customer needs, and suggest ways to solve their problems using your service/product. One of the best ways to offer that is through round-the-clock customer support.

Social Media 133

Social Media NPS Omni-Channel Effort Score 133

SmartKarrot

OCTOBER 12, 2022

It is obvious that your enterprise’s greatest asset is its customer base. Additionally, customers who are pleased and satisfied with your offerings are a powerful force behind the expansion of your company. It may appear that this only applies to B2C companies that conduct direct sales to customers.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10