Heart of the Customer

FEBRUARY 7, 2019

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. The post Four Ideas for Navigating Backorders with B2B Customers appeared first on Heart of the Customer. We found one major consistency: customers in all three reported recent backorder issues.

B2B 84

B2B Healthcare Retail Report 84

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018. How will the messaging experience look in B2B? That’s a wrap on customer service trends 2018.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Truthlab

JANUARY 4, 2018

Reading Time: 4 minutes 2018 is set to be yet another exciting year for Design. The post 2018 Design Trends: The Crystal Ball & How B2B Companies Can Work With It appeared first on truthlab. We consider some ideas for working […]. We consider some ideas for working […].

B2B 54

B2B Trends Company Customer Experience Design 54

InMoment XI

MARCH 13, 2018

It has been two weeks since our inaugural APAC CXForum – ‘Creating High Value CX Programs’. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and how can we get people to care’? View Article.

B2B 227

B2B 227

Experience Matters

FEBRUARY 12, 2018

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018. The post Report: Tech Vendors: Product and Relationship Satisfaction, 2018 appeared first on Customer Experience Matters®. And we calculated their relationship Read More.

Report 120

Report Groups Survey Data 120

InMoment XI

MARCH 13, 2018

It has been two weeks since our inaugural APAC CXForum and we hope that you found the day as thought provoking as we did. So many ideas were shared by our incredible speakers yet despite the diversity of topics, all addressed the same fundamental CX challenges – ‘How do I create a high-value CX program and. View Article.

B2B 200

B2B 200

Ann Michaels and Associates

DECEMBER 27, 2018

92% of B2B buyers are more likely to purchase after reading a trusted review (G2 Crowd and Heinz Marketing, 2017). 67% of B2B buyers want to see a mix of positive and negative reviews (G2 Crowd and Heinz Marketing, 2017). • 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). •

B2B 73

B2B Hotels Consumers Brands 73

Oracle

APRIL 19, 2018

Looking for customer experience conference and events information for 2018 and 2019? April 2018 CX Events and Conferences. April 8 – 11, 2018. April 10 – 12, 2018. April 10 – 11, 2018. April 16 – 18, 2018. April 18, 2018. April 19, 2018. April 19 – 20, 2018. April 23 – 25, 2018.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

ChurnZero

SEPTEMBER 14, 2018

Check out our top ten Customer Success takeaways from INBOUND 2018. Jonathan Hsu (@jhsu98) September 5, 2018. Sarah Goodall (@SarahGoodall) September 5, 2018. Thomas Buddendick (@T_Buddendick) September 5, 2018. Jessika Phillips #RelationshipMarketing (@jessikaphillips) September 5, 2018. 5x as likely to forgive.

Customer Success 66

Customer Success Customer Retention Conference B2B 66

Team Support

JULY 29, 2020

Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. When it comes to cloud-based B2B customer support, TeamSupport is the only online help desk software provider that offers a completely private cloud solution.

B2B 66

B2B Government System Software 66

Lithium

OCTOBER 11, 2018

We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. Here are the 2018 Lithy Award finalists and winners: B2C Community Innovator Winner: TalkTalk. B2B Community Innovator Winner: Cisco- JX. A few of our favorite moments?

B2C 45

B2C B2B Innovation Marketing 45

Lithium

AUGUST 8, 2018

NEW IN 2018: B2B Community Innovator. Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. NEW IN 2018: Industry MVP. All submitted entries will be automatically nominated for the following industries: B2B and B2C Hi-Tech, FinServ, T&H, CSP.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

NEW IN 2018: B2B Community Innovator. Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. NEW IN 2018: Industry MVP. All submitted entries will be automatically nominated for the following industries: B2B and B2C Hi-Tech, FinServ, T&H, CSP.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

NEW IN 2018: B2B Community Innovator. Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. NEW IN 2018: Industry MVP. All submitted entries will be automatically nominated for the following industries: B2B and B2C Hi-Tech, FinServ, T&H, CSP.

B2C 40

B2C Social Media B2B Brands 40

ShepHyken

SEPTEMBER 24, 2018

Three core ingredients of the perfect human-digital blend for B2B sales by Michael Viertler. The focus is on B2B, but you’ll quickly see it applies to just about every business. The post 5 Top Customer Service Articles for the Week of September 24, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 86

Customer Service Contact Center B2B Guest Experience 86

Influitive

OCTOBER 4, 2018

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year.

Customer Engagement 66

Customer Engagement Engagement Customer Experience How To 66

Thematic

AUGUST 15, 2018

We’re very excited to be one of the sponsors of the 5 th Annual Digital Customer Experience Strategies Summit on September 18 – 19, 2018, at the Hyatt Regency McCormick Place in Chicago. B2B customer experience. Check out the list of all of the speakers. The event will cover: . Digital messaging. Chat integration.

Strategy 59

Strategy Customer Experience ROI B2B 59

Lithium

OCTOBER 11, 2018

We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. Here are the 2018 Lithy Award finalists and winners: B2C Community Innovator Winner: TalkTalk. B2B Community Innovator Winner: Cisco- JX. A few of our favorite moments?

B2C 40

B2C B2B Innovation Marketing 40

Lithium

OCTOBER 11, 2018

We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. Here are the 2018 Lithy Award finalists and winners: B2C Community Innovator Winner: TalkTalk. B2B Community Innovator Winner: Cisco- JX. A few of our favorite moments?

B2C 40

B2C B2B Innovation Marketing 40

Lithium

OCTOBER 11, 2018

We’re still buzzing from a memorable party featuring our awesome customers and partners at the 2018 Lithy Awards Party on October 3 at the Belmont in Austin. Here are the 2018 Lithy Award finalists and winners: B2C Community Innovator Winner: TalkTalk. B2B Community Innovator Winner: Cisco- JX. A few of our favorite moments?

B2C 40

B2C B2B Innovation Marketing 40

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Here are my top five picks from last week.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

West Monroe

NOVEMBER 18, 2021

In addition, many players in the B2B software industry are seeing tremendous growth in providing near ready-to-use solutions to the SMB space, whose needs look indistinguishable at times from providing consumer technology use cases at scale. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Software 40

West Monroe

NOVEMBER 18, 2021

In addition, many players in the B2B software industry are seeing tremendous growth in providing near ready-to-use solutions to the SMB space, whose needs look indistinguishable at times from providing consumer technology use cases at scale. B2B subscription services spending is no different.

B2B 40

B2B Marketing B2C Software 40

Oracle

MARCH 15, 2018

Oracle Modern Customer Experience 2018 will take place April 10 – 12 in Chicago, with 250+ planned sessions focusing on the hottest topics in customer experience. Ready to register now for Modern Customer Experience 2018? The Future of AI in B2B Marketing. Artificial intelligence is top of mind for many B2B marketers.

Marketing 47

Marketing Customer Experience B2C B2B 47

Oracle

SEPTEMBER 12, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Maximize Your B2B Marketing Investments. Here are 5 of the upcoming, can’t-miss marketing-focused sessions.

Marketing 66

Marketing Omni-Channel B2B Strategy 66

Confirmit

DECEMBER 17, 2018

Global, full-service Market Research firm B2B International has grown in size every year since its inception in 1998. Its success lies in its decision to specialise in the business-to-business market and its proven ability to conduct strategic yet practical B2B research that delivers genuine results and actions for its clients.

B2B 40

B2B Marketing Video Innovation 40

Confirmit

FEBRUARY 20, 2018

It’s that time of year again – the 2018 ACE Awards are open for business. This year, we’ve made some changes to the program, adding two new categories; B2B and Multi-Channel Success. This is one of the highlights of the year for us, and I know the awards are something that our customers get very excited about too.

Multi-Channel 40

Multi-Channel Contact Center B2B Customer Voice 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

We are pleased to announce our esteemed panel of 2018 Lithy Award Judges: Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. And for additional resources on the 2018 Lithys: Check out last year's winners.

Meeting 40

Meeting Social Media B2C Conference 40

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. The post 5 Top Customer Service Articles for the Week of August 13, 2018 appeared first on Shep Hyken. Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018! When: October 3, 6 - 9pm CDT.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018! When: October 3, 6 - 9pm CDT.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018! When: October 3, 6 - 9pm CDT.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. B2B Community Innovator. Recognizes a B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences. See you soon at the CX Live 2018! When: October 3, 6 - 9pm CDT.

Social Media 40

Social Media B2C B2B Metrics 40

Forrester's Customer Insights

NOVEMBER 8, 2018

Many attendees of our B2B Marketing 2018 Forum remarked how the energy was high and the focus was driven — the marketing and sales leaders who joined us in Austin were on a mission to overdeliver on business expectations for their practice and figure out how to manage the conflicting priorities that 31% of respondents to […].

B2B 46

B2B Sales Marketing Customer Journeys 46