Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Mind your response time.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

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

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! 10: Improving B2B Customer Experience: Is It More Personal Than B2C? So what can we do?

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

Consumers 64

Consumers Survey Brands Marketing 64

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. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans. First, let’s define a Raving Fan.

B2C 179

B2C B2B Customer Satisfaction Industry 179

SurveyGizmo

NOVEMBER 11, 2021

We were living B2C lives where purchases were only a click away. We access wonky vendor portals or employee intranets to find solutions. The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too.

B2C 98

B2C B2B Self Service e-support 98

ECXO

SEPTEMBER 30, 2023

09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Discover the power of a customer-centric culture for sustainable business success.

Meeting 98

Meeting Customer Centricity B2C Culture 98

Bold360

NOVEMBER 6, 2018

Comparing customer acquisition to dating isn’t a huge leap – you bring someone in with attractive offers and witty repertoire, but are you thinking about how you keep them? Are you putting in the same level of effort after prospects become customers? They way your customers see it, you stopped trying.

B2C 209

B2C Customer Retention ROI Customer Journeys 209

PeopleMetrics

JUNE 4, 2019

Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

B2C 122

B2C B2B CEM Airlines 122

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. My Comment: As costs go up, we must charge customers.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Magellan Solutions

SEPTEMBER 23, 2021

While it is true that online digital marketing is a great strategy to get leads, to ditch your B2B or B2C telecalling marketing strategies is not smart either. In fact, for B2B or B2C telecalling marketing strategies , 79% of affluent clients still prefer to talk to someone over the phone. And the pandemic?

Marketing 98

Marketing B2C B2B Sales 98

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Like many things, there is no one perfect solution. A few years ago, Gartner reported that nearly 90% of organizations did.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

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. Set yourself up for success by preparing the front lines of your support experience.

Self Service 259

Self Service Customer Service How To B2C 259

PeopleMetrics

DECEMBER 1, 2021

In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

Telecommunications 118

Telecommunications B2C B2B Hotels 118

Optimove

OCTOBER 26, 2023

Why it matters: Without the harmonious operation of a Customer Data Platform (CDP) and a Multichannel Marketing Hub (MMH), B2C marketers looking to employ Customer-Led Marketing strategies risk alienating customers with mistimed, irrelevant, and impersonal messages.

Customer Experience 69

Customer Experience B2C Social Media Touchpoint 69

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. Our customers aren’t individual people in the traditional sense. They expect B2C-like conveniences.

Healthcare 143

Healthcare B2B Industry B2C 143

BirdEye

MARCH 10, 2022

Table of contents Chapter 1 Referral marketing explained Why word of mouth is so important What is a customer referral program? Word of mouth marketing is effective because it helps businesses: gain customer trust establish social proof remain at the top of customers’ minds. What is a customer referral program?

Marketing 98

Marketing B2C How To Rewards Programs 98

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

ShepHyken

FEBRUARY 20, 2023

Top Takeaways: Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. Customer trust is important. ” About: Bill Bruno is the CEO of D4t4 Solutions.

Customer Experience 64

Customer Experience B2C How To B2B 64

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. There are three basic elements to it––goals, solutions, and interactions.

Strategy 145

Strategy Self Service Customer Journeys B2B 145

Customer Bliss

MARCH 8, 2019

How must we examine the complete customer journey to understand the underlying drive of customers? How can we use that customer journey to develop digital products that better meet their needs? He shares tactics that have been helpful as he rebuilds FPX from a customer-first perspective, to be a B2B value-driven engine. .

B2B 137

B2B Software Customer Journeys Company 137

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

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

Magellan Solutions

MAY 27, 2021

When generating leads, you have to know the type of customer you target matters. Customers are made up of your industry and brand. B2C Lead Generation: B2C businesses communicate differently than a B2B firm. . B2C depends more on branding, advertising, promotions, and so forth to spur sales. . iSpeak Solutions.

B2C 52

B2C B2B Call Center Sales 52

2020 Research

JANUARY 17, 2024

Depending on the nature of your project, consider leveraging specialized recruitment solutions that can enhance participant selection and expand the reach of your research. Sago offers various recruitment solutions tailored to meet the specific needs of qualitative researchers. Which Recruitment Approach Should You Choose?

Marketing 59

Marketing B2C Study Healthcare 59

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

NICE inContact

MAY 22, 2018

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

B2B 120

B2B Customer Experience B2C Contact Center 120

Retently

JUNE 28, 2023

While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? This can affect customer sentiment and satisfaction.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

Retently

NOVEMBER 27, 2023

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. It can be used for more critical issues within the company and on aspects that will demonstrate the product’s real value to your customers.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. Think of AI instead as IA, or intelligent assistant.

Self Service 123

Self Service e-support Omni-Channel B2C 123

TechSee

APRIL 23, 2019

According to the Customers’ Voice: Predictive Maintenance in Manufacturing report by Frenus, approximately 50% of all large companies face quality issues following an unplanned shutdown. UPS reports that it has already saved millions of dollars by implementing a predictive maintenance solution that reduces delivery truck breakdowns.

B2C 104

B2C Automotive Analytics Customer Satisfaction 104

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). Providing a personalized, digital experience is essential to continued success. Industry 4.0

Omni-Channel 52

Omni-Channel Customer Experience B2C B2B 52

Forrester's Customer Insights

DECEMBER 11, 2020

With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 67

B2B Chatbots B2C Meeting 67

Optimove

FEBRUARY 15, 2024

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Optimove Connect 2024 is the two-day event where global marketers exchange best practices, learn and discover the latest strategies and solutions, and spark new ideas.

Conference 52

Conference Connections Case Study CRM 52