DemandJump

DECEMBER 29, 2020

There are a few key differences between B2B (that is, business to business) and B2C (business to consumer) marketing. B2B sales, for example, tend to be heavily relationship-based. They also focus on regular communication and rely on finding your niche. That said, B2B marketing is still marketing to humans, and they’re emotional beings.

B2B 88

B2B Marketing B2C Sales 88

Experience Investigators by 360Connext

DECEMBER 17, 2019

2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. 10: Improving B2B Customer Experience: Is It More Personal Than B2C? 5: The Future of CX: Five Customer Experience Trends for 2020 and Beyond.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Help Scout

AUGUST 22, 2023

We decided to take a data-driven approach to identifying the top companies in B2B, B2C, and ecommerce that are delivering memorable support. Read the full article

B2C 40

B2C Ecommerce Customer Service B2B 40

ShepHyken

SEPTEMBER 14, 2020

My Comment: We start this week’s Roundup with a reminder of the upcoming Customer Service Week, which is the first full week of October every year (October 5-9, 2020). I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Kapta Customer Success

JANUARY 31, 2022

According to Recurly Research in 2020 , "B2C companies experience higher churn than B2B, at 7.05% versus 5.00%." Both numbers represent a huge loss of companies in either sector — lost customers mean lost marketing dollars, customer service hours, and forecasted revenue built into each customer.

Tips 98

Tips B2C B2B Customers 98

ShepHyken

NOVEMBER 16, 2020

20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. My Comment: As we head out of 2020, this author shares a list of 20 skills that people in customer-facing roles should show proficiency. This is what will help customers choose you over your competition. Follow on Twitter: @Hyken.

Ecommerce 82

Ecommerce Customer Service Call Center e-support 82

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

B2C 50

B2C Marketing Healthcare Trends 50

Daniel Group

JANUARY 30, 2020

And yet, most B2B and industrial businesses—whatever they sell—still try to use customer feedback strategies and tools designed for B2C businesses. But as you’re no doubt aware—selling to a B2C customer is the polar opposite of selling to B2B and industrial customers. Selling a backhoe is nothing like selling a toothbrush.

Strategy 52

Strategy B2B eBook B2C 52

ShepHyken

JANUARY 13, 2020

4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience. The post 5 Top Customer Service Articles For the Week of January 13, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

Team Support

JUNE 8, 2020

June 8, 2020—Dallas—TeamSupport, an award-winning business-to-business (B2B)-focused customer support software solution, is named to the list of Best Help Desk Software for 2020 by Digital.com.

Software 52

Software Self Service B2B B2C 52

ShepHyken

MAY 4, 2020

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. It doesn’t matter if it’s B2B or B2C, having repeat business with customers that are also your ambassadors or evangelists is important to any all business.

Customer Service 95

Customer Service Contact Center Retail B2C 95

Gainsight

DECEMBER 23, 2019

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. As we get ready to plan for the new year, there are five themes of customer success that I think should be top of mind for 2020. Nick Mehta. There’s a huge gap.

Trends 52

Trends Customer Success B2C B2B 52

ProProfs Chat

JANUARY 30, 2020

Customer Engagement Statistics 2020 Explained. The benefits of customer engagement are not just restricted to B2C sectors. The post 50+ Customer Engagement Statistics for 2020 appeared first on ProProfs Learning. Companies that successfully engage their B2B customers reported 63% lower customer attrition.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ShepHyken

NOVEMBER 30, 2020

My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. The post 5 Top Customer Service Articles For the Week of November 30, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Ecommerce B2C B2B 82

ProProfs Chat

MAY 6, 2020

Must-Read 53 Customer Experience Statistics for 2020 . While the above-mentioned customer experience statistics of 2020 help you learn what works well for a business when focusing on good customer experience, this one helps you learn what you actually should do to prompt your customers to return to your brand.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

CX University

JANUARY 30, 2024

It has seen a consistent increase in its NPS over the years, with the score rising from +77 in 2020 to +90 in 2024. 2023 NPS B2C examples: USAA Insurance +75 Tesla +97 Companies can compare their NPS with other industry scores using the Qualtrics NPS comparison tool. Healthcare +36.42 Logistics +55.08 Insurance +71 Banking +74.71

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

C Space

SEPTEMBER 3, 2020

The Brand Move Roundup – September 3, 2020. Amazon said it had already added 3,000 roles so far in 2020, and so by the end of the year it will have created a total of 10,000 new jobs. Brand Move Roundup – September 2, 2020. Brand Move Roundup – September 1, 2020. Brand Move Roundup – August 7, 2020.

Brands 40

Brands Sports B2C Survey 40

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Comm100’s 2020 Live Chat Benchmark Report found that 74.5

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Magellan Solutions

SEPTEMBER 29, 2020

The importance of social media customer service is even more amplified in 2020. B2C lead generation services. The post The Importance Of Social Media Customer Service In 2020 appeared first on. However, knowing that they can get help through social media is what most customers choose to do. Social media management. TALK TO US!

Social Media 52

Social Media Customer Service Call Center B2C 52

Forrester's Customer Insights

OCTOBER 29, 2019

Efficiency gains and improving brand affinity via customer experience will dominate B2B marketers' thinking in 2020.

B2C 28

B2C Customer Expectations Marketing B2B 28

Oracle

MARCH 2, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Ready to register for Oracle Modern CX 2020? **Ready to register for Oracle Modern CX 2020? Ready to register for Oracle Modern CX 2020?

Customer Journeys 40

Customer Journeys Conference Customer Centricity Retail 40

Forrester's Customer Insights

NOVEMBER 1, 2020

We are entering the 11th anniversary of Double 11 (AKA Singles’ Day) the largest shopping festival in the world in 2020. We expect that: It will be the longest and most complex Double 11 ever. Brands and retailers are eager to recover from the impact of COVID-19 and will double down on their investment on […].

Retail 60

Retail Brands B2C Trends 60

Experience Investigators by 360Connext

JUNE 13, 2023

B2B and B2C companies that implement innovative CX strategies are 3 times more likely to substantially outperform their business goals ( Adobe 2020 Digital Trends ). Equally important is the need for CX leaders to possess the courage to ask for a seat at the executive table.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

DECEMBER 8, 2019

I have just published a post sharing some of our marketing predictions for 2020. It made me realize Forrester no longer publish dedicated “mobile” predictions. Because, mobile has simply become a key driver and enabler of business transformation. Mobile is embedded everywhere.

Trends 51

Trends Marketing Brands B2C 51

Optimove

JULY 6, 2020

Optimove created PostFunnel Events Series to give the growing B2C CRM community a home and to facilitating insightful conversations about Relationship Marketing (while munching on great food). 17 – 19 Sep 2020 | London, UK | Olympia London | Optimove Lounge K26. 15 – 17 Oct 2020 | Las Vegas, NV | Sands Expo | Booth #3637.

Sports 52

Sports B2C Travel Conference 52

Forrester's Customer Insights

JUNE 17, 2020

The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe.

B2C 47

B2C Consumers Customer Experience Customers 47

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. The post 5 Top Customer Service Articles For the Week of April 20, 2020 appeared first on Shep Hyken. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

Forrester's Customer Insights

SEPTEMBER 7, 2020

Last week, IFA 2020 took place both in Berlin and virtually. I attended the virtual fair, which was an excellent experience. You could really feel how people were excited to meet both physically and virtually.

Meeting 38

Meeting Consumers Industry B2C 38

Gainsight

MARCH 25, 2021

Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already crowded marketplace of over 15 unique television streaming services. SaaS businesses have also seen a rise in 2020 as a result of everyone staying at home to live, work and play online. There is a growing war for consumer attention that both B2C and B2B businesses face.

B2C 52

B2C B2B Roadmap Conference 52

Comm100

NOVEMBER 2, 2020

Let’s explore the top 6 chatbot examples of 2020. Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B? Some of the top chatbots of 2020 are hanging out in the eCommerce space and are being used to drive sales and reduce shopping cart abandonment. A Chatbot to Help Mortgage Applications .

Chatbots 143

Chatbots Examples Customer Service Banking 143

Optimove

DECEMBER 31, 2020

B2C CRM NEWS UPDATE: What TV commercial trends from 2020 & the “home-hype” revenue numbers tell us for 2021? This time, we got the weekly news update, a new CRM hack on new players experience, and a deep analysis on Nando’s. All previous weekly shows All our videos on Optimove’s Youtube channel.

CRM 52

CRM Analysis B2C Video 52

Optimove

DECEMBER 31, 2020

B2C CRM NEWS UPDATE: What TV commercial trends from 2020 & the “home-hype” revenue numbers tell us for 2021? This time, we got the weekly news update, a new CRM hack on new players experience, and a deep analysis on Nando’s. All previous weekly shows All our videos on Optimove’s Youtube channel.

CRM 52

CRM Analysis B2C Video 52

delighted

FEBRUARY 9, 2021

Benchmarks from our 2020 data. You may be thinking, “Hang on, wouldn’t COVID-19 have impacted 2020 response rates?” Because of that, we decided 2020 data would be the most helpful to share. Many of the factors that influenced 2020 are also still going to be in play for 2021. What is a good survey response rate?

Survey 78

Survey NPS B2C B2B 78

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. A study by McKinsey Consulting in April 2020 indicated that digitally-enabled sales interactions were at least twice more important during the pandemic than they were in the pre-COVID-19 era.

Strategy 145

Strategy Self Service Customer Journeys B2B 145

Kitewheel

MARCH 6, 2020

To build The State of the Customer Journey 2020 report, we analyzed and compared all the interactions orchestrated on our hub in 2019 and contrasted them with previous years to understand how the journey has evolved. Biggest Customer Journey Use Cases Going Into 2020. Journey Growth Leaders: Enterprise, Marketing, B2C.

Customer Journeys 52

Customer Journeys Interaction B2C B2B 52

Team Support

OCTOBER 5, 2020

2020 has been like no other with the impact of the COVID-19 pandemic touching every area of our lives, from work to home to school to church. Global events have changed the way companies—whether B2B or B2C—interact with their customers. This year’s theme is particularly significant, Ignite a CX Celebration !

Customer Service 101

Customer Service B2C Social Media B2B 101