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.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Instead, companies in the B2B space must focus on building real, long-lasting relationships.

B2B 199

B2B Conference Metrics B2C 199

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Provide Tailored Services .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

GetFeedback

JANUARY 19, 2020

The entire process took a few minutes, and I think was designed well for a web or mobile experience. . type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. Suggestion: make the choice of survey methods part of the customer profile.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success Consulting ROI 62

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journeys Social Media Net Promoter Score 99

Experience Investigators by 360Connext

AUGUST 4, 2020

Does Your Organization Agree on Who Your Customer Is? Often these goals are focused on updating and improving existing customer experience policies, but sometimes I get to work with clients on an enormous goal: Redesigning their customer experience from the ground up. Tell me about your customers.

Customer Journeys 265

Customer Journeys Data How To Social Media 265

CustomerSuccessBox

DECEMBER 17, 2021

And the “buyer journey” and the “customer lifecycle” are two main examples. Thus, turning more potential customers into repeat buyers and loyal advocates. What is the buyer journey? The phrase “buyer journey” is often misused.

Customer Journeys 52

Customer Journeys B2B Touchpoint Net Promoter Score 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. Customer experience is important. BUT… my business is… B2B. Our customers aren’t individual people in the traditional sense.

Healthcare 143

Healthcare B2B Industry B2C 143

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.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Team Support

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.

B2B 105

B2B Self Service Tips Social Media 105

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. There must also be a process behind delivering an amazing customer experience. Make it easy for your customers to adopt your products and services.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

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

GetFeedback

APRIL 8, 2019

Buyer personas are often created on instinct instead of data. And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. Buyer personas are old news.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we? Do B2B and B2C maps really differ? Let’s talk about the customer layer (front stage) first.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

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. You don’t want that.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. B2B has been paying attention. There is of course nuance.

Omni-Channel 52

Omni-Channel B2B Technology Ecommerce 52

ECXO

DECEMBER 20, 2023

Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results. Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B Self Service Chatbots B2C 73

NICE inContact

MAY 22, 2018

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list.

B2B 120

B2B Customer Experience B2C Contact Center 120

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Social Media 162

Social Media Omni-Channel CRM B2B 162

Daniel Group

APRIL 13, 2022

This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. You need to clearly understand how significant customer experience is to sales and marketing. Did you know that 25% of B2B buyers rely on the experience of others?

Marketing 98

Marketing B2B Tips Feedback 98

delighted

NOVEMBER 2, 2021

Offering a highly targeted customer experience is much easier when you create effective buyer personas. Learn more in our best practice guide below, with tips on what to include in your buyer personas and how to use them to better your business. . What is a buyer persona? Why are buyer personas important?

Tips 86

Tips Customer Journeys How To Net Promoter Score 86

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? The truth is, large part of the organization does indeed influence customer experience. Most of the functions in an organization have something to do in improving the customer experience. Organizational roles in customer experience management.

Customer Experience 326

Customer Experience Customer Centricity Net Promoter Score Feedback 326

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Storyminers

APRIL 11, 2016

Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience?

Customer Experience Management 140

Customer Experience Management Customer Experience Management B2B 140

Magellan Solutions

AUGUST 23, 2021

Millennials are changing the B2B telemarketing Philippines market. Millennials now make up the biggest demographic of tech buyers today, representing 60% of the market. So what does this mean for the future of B2B marketing? Many B2B businesses are making a key mistake by approaching the same ‘buyer’ from 10 or 20 years ago.

B2B 52

B2B Social Media Call Center Sales 52

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Very little.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

GetFeedback

AUGUST 10, 2018

According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers. These broken processes create friction throughout the buyer experience, too. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think.

Sales 150

Sales Survey How To eBook 150

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Social Media 130

Social Media Omni-Channel CRM B2B 130

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Oracle

MAY 20, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Quote of the week: New expectations for B2B. Big-ticket B2B purchasing may never be the same.

Marketing 52

Marketing B2B Sales Study 52

Totango

APRIL 1, 2021

Totango is excited to announce that we have once again been recognized by G2 with awards for our leadership in Customer Success. We understand that authentic ratings and reviews from real users are critical to helping customers evaluate and decide on purchasing a product, which is why awards like these are so valuable to us.

Leadership 79

Leadership Software Analytics Touchpoint 79

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Oracle

FEBRUARY 19, 2019

“Reaching trusted advisor status in a B2B relationship is paramount to long-term loyalty.” ” — Brian Atkinson, Head of Collaboration and Customer Experience, Cisco UK & Ireland as told to KPMG. Buyers, ultimately, must put their faith in the people and companies they choose to do business with.

B2B 96

B2B How To Loyalty Survey 96

SurveySparrow

APRIL 17, 2020

B2B eCommerce is growing at a fast pace and is expected to touch $6.6 Customer Experience and B2B eCommerce Sales. B2B buyers have come to demand much more from their buying journeys, and many expect a buyer experience similar to that of B2C customers. Custom pricing.

Ecommerce 52

Ecommerce B2B Tips Self Service 52