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 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Influitive

FEBRUARY 26, 2020

Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive. . […].

Loyalty Programs 66

Loyalty Programs B2C B2B Loyalty 66

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. It’s totally different than B2C! B2B relationships with customers are often MORE personal than those in B2C. How do any of the CX ideas you discuss apply to us?

B2C 137

B2C B2B Customer Experience Culture 137

Optimove

JANUARY 3, 2023

2022 has been a whirlwind of a year for both B2B and B2C brands out there. Here are some best practices for B2C brands to take their marketing to the next level this year. So, B2C marketing professionals, here’s what should be among your 2023 New Year’s resolutions. Large, medium, and small enterprises included.

B2C 59

B2C Marketing Multi-Channel CRM 59

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience. Applying B2C Tactics to Your B2B World. And it’s wise thinking.

B2C 98

B2C B2B Brands Trends 98

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. Let’s discuss the nuances of B2B vs. B2C marketing. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing eBook 85

Optimove

JANUARY 11, 2021

What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term in our learning center – B2C Marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C CRM Marketing Video 52

Optimove

JANUARY 11, 2021

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term on our learning center – B2C marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C CRM Marketing Video 52

Forrester's Customer Insights

MAY 29, 2019

This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]. Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 47

B2C Retail Loyalty Marketing 47

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. Deepen engagement to lock in loyalty. Download the free report here.).

B2C 66

B2C B2B Loyalty Loyalty Programs 66

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. Adoption means loyalty. How does customer adoption create loyalty? It starts with leadership, where decisions are made and trickle down to every department in the company.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

CRM 98

CRM Loyalty Strategy B2C 98

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is not one BIG WOW to a customer. Trust builds loyalty. Loyalty builds your business. Now you know why customers don’t seek B2B or B2C businesses. So let’s get started. Consistency builds trust.

B2C 88

B2C B2B Hospitality Social Media 88

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . In order to retain customers and create loyalty, you have to know what drives your particular customers. As that can be a tall order, we have created a proprietary model called “Customer Loyalty 3.0” Annette Franz.

B2C 124

B2C Customer Retention Strategy Brands 124

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

Company 529

Company B2C Employee Experience Culture 529

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Both are crucial for maintaining a positive image, sustaining customer engagement, and optimizing marketing strategies to increase customer loyalty and lifetime value.

Consumers 111

Consumers Survey Brands Marketing 111

InMoment XI

OCTOBER 10, 2022

For B2C companies, there is not a best day to send surveys : Tuesdays, Wednesdays and Fridays all lead to a relative high response rates and Thursdays and Sundays can better be avoided. Learn how to modernize your NPS program for growth and higher loyalty. Asking for Feedback via Customer Surveys Statistics. Source: CheckMarket ).

Net Promoter Score 490

Net Promoter Score Survey NPS B2C 490

Forrester's Customer Insights

OCTOBER 23, 2020

B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world.

B2C 51

B2C Marketing Measurement Retail 51

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Most likely, it’s B2C.

Customer Service 59

Customer Service B2C B2B Travel 59

Forrester's Customer Insights

AUGUST 16, 2023

Does your brand employ a loyalty services provider in addition to a loyalty technology provider? Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. If not, you should consider it.

Loyalty 46

Loyalty Technology Brands Consumers 46

Forrester's Customer Insights

MARCH 26, 2024

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

Loyalty Programs 51

Loyalty Programs Loyalty Strategy B2C 51

Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. B2C Breakup Case Study.

B2C 61

B2C Management Social Media Training 61

Oracle

APRIL 18, 2018

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? The post How to Win Customers and Increase Brand Loyalty appeared first on SmarterCX.

Loyalty 107

Loyalty Brands How To B2C 107

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 69

Loyalty Programs Customer Service Self Service e-support 69

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. Customer loyalty is not ONE BIG WOW to a customer. Customers don’t seek B2B or B2C businesses. Relationships build loyalty. Loyalty builds your business. In this third week, here is Principle Three: Be Magnificently Boring! One to One.

Loyalty 134

Loyalty B2C Hotels B2B 134

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C. Let’s explore a little bit more.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

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. NPS captures it all.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

DemandJump

NOVEMBER 2, 2022

Generally, the goals of marketing include things like increasing brand awareness, generating and qualifying leads, and increasing customer loyalty—all of which lead to revenue growth.

Marketing 98

Marketing B2C B2B Loyalty 98

Kerry Bodine

APRIL 4, 2018

We want to map from the awareness phase all the way through retention and loyalty.”. If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. We were going to do the whole lifecycle,” he told me. “We

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations. It’s time to start driving better customer experiences today.

Customer Service 79

Customer Service Self Service Tips Contact Center 79

Oracle

JUNE 5, 2018

While brand loyalty remains absolutely vital to customer retention, now, it takes a lot more than just a coupon or two to ensure customers remain committed to your company. Recently, we asked our Twitter community to weigh in on how loyalty has changed in today’s disruptive world. Whether you are B2C or B2B is of no consequence.

Loyalty 46

Loyalty Brands Tips B2C 46

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. Most of this discussion is applicable to both B2C and B2B; with the exception of the 80/20 rule which is explained later.

B2C 179

B2C B2B Customer Satisfaction Industry 179

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209