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

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

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. 60% of consumers interviewed said CX is better. Government sits at the bottom.

Ecommerce 82

Ecommerce Customer Service Call Center e-support 82

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

ProProfs Chat

MAY 6, 2020

Must-Read 53 Customer Experience Statistics for 2020 . Service insight and knowledge are also key to a good experience according to 62% of consumers. (Source: American Express ) Tweet this. American consumers will pay 17% more to purchase from a company with a reputation for great service. (Source: American Express ) Tweet this.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

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. Knowing your buyer better.

Strategy 145

Strategy Self Service Customer Journeys B2B 145

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

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

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. 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. TALK TO US!

Social Media 52

Social Media Customer Service Call Center B2C 52

Gainsight

MARCH 25, 2021

Deloitte’s recent Digital Media Trends survey indicates that consumers who subscribe to a paid service now pay for five accounts, up from three before the pandemic. Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already crowded marketplace of over 15 unique television streaming services.

B2C 52

B2C B2B Roadmap Conference 52

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. Forbes) Today’s consumers demand transparency and honesty from brands they buy from. Arm Treasure Data) To help you puzzle out the right response to rapidly changing consumer needs, we’ve compiled a list of 14 CX books to read right now.

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. However, neither the excitement nor the experience could hide the fact that the consumer electronics industry struggles in times of […]. I attended the virtual fair, which was an excellent experience.

Meeting 37

Meeting Consumers Industry B2C 37

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. While the pace of change is impressive, consumers’ swift adaptation to life among screens is not entirely radical.

Consumers 43

Consumers Analytics Technology Data 43

TechSee

APRIL 23, 2019

Predictive Analytics Applied to B2C. While the concept of predictive maintenance has been around for decades, it is only recently that advances in AI have enabled enterprises to take full advantage of the possibilities – and now, largely thanks to the IoT, the principles from industry are being applied to the B2C realm.

B2C 104

B2C Automotive Analytics Customer Satisfaction 104

Forrester's Customer Insights

DECEMBER 18, 2020

In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors.

Loyalty 42

Loyalty B2C Consumers Report 42

Forrester's Customer Insights

OCTOBER 30, 2019

Regulations, consumer wariness, and the consequences of misbehavior will create a challenging landscape for B2C marketers and brands.

B2C 41

B2C Marketing Data Consumers 41

Hello Customer

JUNE 21, 2021

The message they put out there needs to resonate with the end consumer, so they keep on buying their products through retail networks. In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Implement a direct-to-consumer mindset. Time to rethink your strategy.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

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

CSM Magazine

JANUARY 16, 2020

41% of B2B purchasers’ value high customer service levels as “absolutely essential”, compared to 27% of those working in B2C industries. • 28% of consumers felt empathy and emotional intelligence will become more important, while accuracy / attention to detail and speed of service will decrease in importance.

Insurance 52

Insurance Report Customer Experience B2C 52

Forrester's Customer Insights

AUGUST 19, 2020

The COVID-19 pandemic upended the 2020 plans of many B2C marketers — amounting to a projected 28% decline in US marketing spend through 2021. Brands improvised, cutting media spend and adjusting their previous marketing strategies to accommodate rapid shifts in consumer behavior.

Marketing 38

Marketing B2C Fashion How To 38

Oracle

MAY 11, 2020

Subscription business models are becoming more prevalent because consumers are demanding them. We often think of B2C and B2B companies having distinct habits and patterns, with little overlap. Almost every company (B2B and B2C) can do so thanks to one asset that they own—data. But the overlap lies in the customers themselves.

Measurement 65

Measurement B2C B2B Hospitality 65

NobelBiz

JULY 8, 2020

In part one, we had an introduction – we talked about how things are looking for the global economic world, both from the perspective of our industry – contact centers, and the larger view of the consumer. Studies show a shift in consumer psychology – how we buy, what we buy when we buy, and most importantly in a pandemic – WHERE we buy.

Contact Center 52

Contact Center How To Multi-Channel Government 52

C3Centricity

NOVEMBER 4, 2020

Recent reports have shown that: 62% of consumers shop online more now than before the pandemic ( Bazaarvoice ). 36% of consumers shop online weekly since covid, up from 28% pre-pandemic. BOPIS (Buy online pick-up in-store) surged 259% YoY in August 2020, as many shoppers are concerned about the safety of in-store shopping.

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

Maru/HUB

JANUARY 22, 2018

This week, we are focusing on the new battleground for B2C and B2B – Customer Experience. It is widely known in the CX world that by 2020 customer experience will overtake price and product as the key brand differentiator. Tellingly, the study showed that 86 percent of consumers are prepared to pay more for better customer experience.

Customer Experience 79

Customer Experience B2C Airlines Study 79

Answer Dash

MAY 7, 2018

79% of consumers want brands to demonstrate they care before considering a purchase,” ( Wunderman ). Discerning Eye 75% of users, “have used comparison services for consumer goods, and trusted online reviews as much as personal recommendations,” ( McKinsey ). 32% of B2C CMOs see improving customer experience as a top three objective.

Trends 54

Trends Customer Experience B2C B2B 54

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. But a very small percentage of consumers agree. There’s a strong parallel between Customer Experience in the B2C world and Customer Success in the B2B. Ecrion Chief Revenue Officer.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

Strativity

JULY 15, 2020

LOS ANGELES, CA — July 15, 2020 — Marketing services company LRW Group today announced that it is now operating under the name Material , formally integrating ten companies into one modern unified offering. Firm taps into deep human understanding to offer modern marketing services that drive brands forward. ABOUT MATERIAL.

Groups 52

Groups Company B2C Analytics 52

Kustomer

FEBRUARY 4, 2020

It’s not easy, so we decided to help you out and identify the 23 trends every customer service leader should be aware of to effectively run their business in 2020. One popular method in 2020 will be using the power of prioritization to route certain customers to specific reps, ensuring a seamless and special experience.

Trends 59

Trends Self Service Customer Service Omni-Channel 59

Team Support

OCTOBER 28, 2020

This article is replicated from the November 6, 2020 special issue featuring TeamSupport as one of the Most Promising CRM Solution Providers 2020. We serve companies in all different industries—from SMBs to enterprise—when many of our competitors have maintained their focus on B2C ticketing,” mentions Harrington.

Customer relationships 45

Customer relationships Company B2B B2C 45

Oracle

SEPTEMBER 20, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Leveraging the success of their B2B site, Terex has since branched into an entirely new market by reusing its B2B components to launch a B2C site.

Ecommerce 42

Ecommerce Tips Self Service B2C 42

Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […].

Course 159

Course Measurement Customer Experience Tips 159

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C.

Brands 52

Brands B2C Self Service e-support 52

ChurnZero

JUNE 2, 2021

During 2020, we saw several major events cause businesses to adapt to new conditions and adopt additional capabilities to not only defend against economic pressures but also to take advantage of opportunities. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Rarely are folks doing both.

B2B 98

B2B Company B2C Survey 98

Hello Customer

JUNE 21, 2021

The message they put out there needs to resonate with the end consumer, so they keep on buying their products through retail networks. In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Implement a direct-to-consumer mindset. Time to rethink your strategy.

Customer Centricity 52

Customer Centricity Retail Customer Experience Net Promoter Score 52

2020 Research

JANUARY 17, 2024

Choosing the right one for your specific project depends: If Your Project… Is qualitative On a tight budget or deadline Is consumer focused Sago’s Quick Qual solution is designed to simplify recruitment for straightforward qualitative projects. It provides a trusted and efficient means to find qualified participants quickly.

Marketing 59

Marketing B2C Study Healthcare 59

Team Support

JUNE 29, 2020

Managing B2B customer support relationships is very different than managing individual consumers (B2C). link] ( accessed June 28, 2020 ). When handling customer issues at a company level, you have to manage multiple contacts per customer, multiple tickets per company, and usually multi-layered issues. Find out in Part 2.

Analysis 59

Analysis B2B B2C NPS 59

NobelBiz

JULY 9, 2020

In the previous two parts of this three-part article, we went on a long analysis of how the business world in general and the contact center world, in particular, have been impacted by the concurrent crises that have “plagued” 2020. Keeping customers loyal will prevent further damage as the world recovers from 2020.

Contact Center 52

Contact Center How To Omni-Channel Call Center 52