GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. What this actually entails may differ depending on your organization.

Self Service 259

Self Service Customer Service How To B2C 259

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 106

B2B CRM Software B2C 106

GetFeedback

APRIL 30, 2018

B2B transactions are complex, expensive, and require long-term investments. Let’s talk about how! Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. Generating B2B Reviews: Unique Challenges.

B2B 170

B2B Brands B2C CRM 170

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement Self Service Strategy 80

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Refund requests.

B2B 91

B2B Customer Success Customer Service B2C 91

SmartMessage Blog

MAY 16, 2023

The abbreviation “B2B” (Business to Business) stands for the commercial relations between firms. Business efforts to satisfy consumers are referred to by the abbreviation “B2C” (Business to Consumer). Commercial success is naturally essential in both areas, but the sales and marketing strategies used are different.

B2B 52

B2B Marketing B2C e-support 52

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Daniel Group

APRIL 23, 2021

Want your Customer Feedback scores to go up by 6 points? Anytime a customer reaches out, it is usually a “fail” on our part.” I discuss this and other insights about communication further in my recent blog, Three Powerful Tips for Effective CX Communication. Welcome to Success Strategies. Coming in May).

Feedback 124

Feedback Net Promoter Score B2C B2B 124

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.

Strategy 277

Strategy Customer Experience How To Analysis 277

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. The room for error is low.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

SmartMessage Blog

APRIL 27, 2023

The abbreviation “B2B” (Business to Business) stands for the commercial relations between firms. Business efforts to satisfy consumers are referred to by the abbreviation “B2C” (Business to Consumer). In B2B, it is important to deliver products or services to other businesses. Why is B2B Important?

B2B 40

B2B Marketing B2C e-support 40

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

BirdEye

MAY 3, 2023

This blog post deals with everything you need to know to leverage the right channels and boost your business revenue. Channels that help you reach businesses are called B2B (Business to Business) marketing channels, and those that help you reach direct consumers are called B2C (Business to Consumer).

Marketing 98

Marketing B2C Social Media Multi-Channel 98

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. For example, I believe you should obsess about customer journey maps, but they have to be done right.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Is mystery shopping a business-to-business (B2B) organization possible? Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. Just think of how many types of businesses there are and how many types of businesses who may be customers. How quickly do you hear from someone?

B2B 271

B2B B2C Social Media Retail 271

Team Support

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat!

Chatbots 89

Chatbots B2B B2C Software 89

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?

ROI 309

ROI How To Touchpoint Hotels 309

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors.

Customer Journeys 102

Customer Journeys Customer Success Net Promoter Score B2C 102

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

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. How likely are you to recommend Net Promoter System to your CX colleagues? (on

System 338

System Effort Score NPS Net Promoter Score 338

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. My question is coming from a machine learning company. Is it possible to treat B2B and B2C similarly?

Banking 78

Banking How To B2C B2B 78

Forcivity Salesforce

APRIL 19, 2022

The one-size-fits-all approach to the customer experience (CX) is no longer acceptable. Those with an excellent customer experience are closing more sales and improving the customer lifetime value (LTV). and the customer experience. strengthens customer relationships through the data that’s being collected.

Omni-Channel 52

Omni-Channel Customer Experience B2C B2B 52

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

SurveySensum

NOVEMBER 22, 2021

How to Close the Loop? Inner Customer Feedback Loop. Why is the Inner Customer Feedback Loop important? . How to make the Inner Customer Feedback Loop successful? Outer Customer Feedback Loop . Why is the Outer Customer Feedback Loop important? . Difference between closed-loop feedback in B2B and B2C.

Feedback 52

Feedback B2C B2B Touchpoint 52

BirdEye

MAY 15, 2023

Social selling is the process of cultivating relationships with prospective customers using social media. It can generate leads, cultivate relationships, increase trust, and boost your brand long before customers connect with you. How is social selling different from traditional selling practices?

Social Media 97

Social Media B2B Multi-Channel Effort Score 97

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible? Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. Customer Experience is the way! The Ultimate Customer Experience by Josh Linkner. How will the world change? How will your industry be different?

Customer Service 95

Customer Service Contact Center Retail B2C 95

Kayako

NOVEMBER 9, 2018

Basic Support Submittal Forms. The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. that is SEO-enabled.

Effort Score 121

Effort Score Analysis B2C Customers 121

Thematic

JUNE 13, 2023

More businesses aim to capture Voice of Customer (VoC) data each year. But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. But how do you know where to invest your time, effort, and money?

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

CX Journey

OCTOBER 10, 2018

Last week, I once again tackled the topic of the differences between customer experience and customer service. This week, I'm going to see if I can do justice to the differences between customer experience and customer success. What is customer success ? Controversial?

Customer Success 94

Customer Success Customer Experience B2B Customers 94

BirdEye

MAY 10, 2023

You need to master the art of finding new clients and engaging existing customers for repeat business. In this blog post, we’ll share 12 marketing strategy examples to help get your creative juices flowing. A marketing strategy is a deliberate plan to showcase your business for the purpose of attracting customers and growing revenue.

Examples 98

Examples Strategy Tips Marketing 98

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items.

Customer Success 100

Customer Success Customer Centricity Customer Satisfaction B2C 100

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Assessing customer service staff on attitude.

B2B 49

B2B Training Customer Service B2C 49