ShepHyken

AUGUST 1, 2022

They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Jeannie Walters, customer experience expert, shares the how and why behind the changing B2B customer expectations that are starting to look more and more like the expectations of the B2C customer. Can you deliver?

Customer Service 71

Customer Service B2C B2B Guest Experience 71

Forrester's Customer Insights

OCTOBER 26, 2021

Forrester sees 2022 as a tale of two B2C CMOs: Some will be sidelined by the likes another chief “something” officer. However, elite CMOs (those with data, martech, customer experience, and product chops) will capitalize on this moment in time to duly expand their remit across the marketing mix.

B2C 48

B2C Marketing Data Customer Experience 48

Eptica

JULY 1, 2022

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Published on: July 01, 2022. And while it has many similarities to its B2C cousin, it has its own particular challenges.

B2B 71

B2B B2C Customer Service Trends 71

Adrian Swinscoe

APRIL 22, 2022

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe.

Customer Service 98

Customer Service B2C Survey Report 98

Gainsight

NOVEMBER 23, 2022

With Pulse Europe 2022 in the rearview mirror (we can’t believe it either!), Although an integrated self-service environment is already common in the world of B2C, we are spearheading this in B2B right now, And, as witnessed by Robin, the excitement is palpable. it’s time to reflect on our top moments from the conference.

Self Service 52

Self Service Conference Course B2C 52

Forrester's Customer Insights

APRIL 28, 2022

The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly.

B2C 26

B2C Marketing Omni-Channel Customer Engagement 26

Comm100

JUNE 5, 2024

For example, in 2022 alone, abandoned carts accounted for over $4 trillion in lost revenue globally. As we mentioned, most eCommerce chatbots are being used in the B2C sphere, but the real gold mine lies in the B2B aspect of online business dealings.

Abandon Rate 130

Abandon Rate Ecommerce Chatbots e-support 130

Forrester's Customer Insights

JANUARY 31, 2022

Joe Stanhope and I are excited to announce the publication of The Forrester Wave: Marketing Measurement And Optimization Solutions, Q1 2022. The 2022 Forrester Marketing Measurement Wave will help B2C Marketers select the best measurement vendors […].

Measurement 26

Measurement Marketing B2C Report 26

ShepHyken

OCTOBER 24, 2022

While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. The post 5 Top Customer Service Articles of the Week 10-24-2022 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” In Forrester’s Q1 B2C Marketing CMO Pulse Survey, 2022, a whopping 76% of B2C marketing respondents said that they are […].

B2C 49

B2C Data Survey Marketing 49

Optimove

APRIL 28, 2022

This further complements retail and brand companies’ B2C strategies,” states the report. The post Optimove Named a Leader in the 2022 IDC MarketScape for Retail CDP appeared first on Optimove. For a complimentary copy of the report, click here. ” For a complimentary copy of the report, click here.

Retail 40

Retail e-support B2C Analytics 40

Forrester's Customer Insights

AUGUST 5, 2021

This just in: Forrester asked 150 US B2C marketing executives (across industries) how challenging the various 2022 priorities will be to achieve. Seventy-one percent of B2C marketing execs indicated that demonstrating the value of marketing to the CEO, CFO, and the board will […]. But what will be the most challenging?

B2C 63

B2C Marketing Industry Trends 63

CX University

JANUARY 30, 2024

The current benchmark NPS (2022-2023) in major industries are listed below: Car manufactures +14 Telecoms +34.01 2023 NPS B2C examples: USAA Insurance +75 Tesla +97 Companies can compare their NPS with other industry scores using the Qualtrics NPS comparison tool. NPS provides useful comparative data across industries. Logistics +55.08

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

Forrester's Customer Insights

JANUARY 11, 2022

Forty-one percent of CMOs will conduct a media agency review in 2022, because reaching and influencing customers and prospects is fundamental to success, yet engaging consumers has never been more complex.

Government 49

Government Innovation Consumers Meeting 49

Forrester's Customer Insights

JULY 29, 2022

After years of spending lavishly on growth, Amazon cut costs in Q2 2022, reducing headcount by 6% and, according to CEO Andy Jassy, “improving the productivity of [its] fulfillment network.” As a result, Amazon reported a $2 billion loss, marking the business’s second consecutive quarterly loss, which hasn’t happened since 2014.

Report 49

Report Advertising B2C Retail 49

Optimove

AUGUST 31, 2023

” In our work with hundreds of major B2C brands, we have observed that relevance plays a pivotal role in enhancing customer engagement across diverse industries such as finance, retail, and gaming. About the Report The report was based on results from Optimove surveys in 2022 through July 2023.

Data 52

Data Marketing Multi-Channel B2C 52

Forrester's Customer Insights

JUNE 20, 2022

The 2022 edition of Viva Tech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections. Paris was the center of innovation and technology last week.

Innovation 49

Innovation Technology Connections B2C 49

Forrester's Customer Insights

JANUARY 6, 2022

“Over half of CMOs will make employee experience (EX) essential to brand planning” – Forrester’s Predictions 2022: B2C Marketing And Innovation A New Frontier Emerges I spent most of the winter months hounding a panel of brand experts for their insights as I wrote Forrester’s annual brand spotlight report (to be published later this (..)

Brands 49

Brands Marketing B2C Employee Experience 49

Experience Investigators by 360Connext

JUNE 13, 2023

It’s the lowest it’s been in decades, according to a 2022 study. B2B and B2C companies that implement innovative CX strategies are 3 times more likely to substantially outperform their business goals ( Adobe 2020 Digital Trends ). The role of the Chief Marketing Officer is a tough road these days.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

ChurnZero

MAY 6, 2022

That’s easier to do in B2C. Find out what’s behind this trend in our blog, “ Where is Customer Success headed in 2022? ”. Then in the end, it’s like, well, who’s going to buy it? Having a target buyer in mind with that pain is super important.”. Category creators face more challenges in B2B. “I I love innovation and being first.

ROI 98

ROI B2B B2C Metrics 98

Forrester's Customer Insights

NOVEMBER 8, 2022

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

Financial 26

Financial Brands Insurance Banking 26

Optimove

AUGUST 17, 2022

The result is an incredibly comprehensive view of the state of B2C Marketing in general, the digital aspect of it, and the professional psychic of the people who run it. Did they enjoy the process? That’s debatable. Did we gain plenty of insight from the results? The post Your Next Big Opportunity?

CRM 52

CRM B2C eBook ROI 52

Forrester's Customer Insights

SEPTEMBER 29, 2022

Read our insights to help you prep for the 2022 season! Holiday planning is already well underway, and now it’s all about executing on marketing plans, site adjustments, and other finishing touches online and in-store.

Marketing 26

Marketing Retail B2C Trends 26

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Questions to Ask in Building a Customer Experience Strategy for 2022 by Phil Britt. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy.

Customer Service 87

Customer Service Chatbots Retail B2C 87

Forrester's Customer Insights

SEPTEMBER 6, 2022

This is especially true during turbulent times as B2C marketers confront a range of challenges and opportunities such as changing consumer needs, data deprecation, and a post-pandemic/pre-recession economy. The Forrester Wave™: Enterprise Marketing Suites, Q3 2022 is Forrester’s newest coverage of this critical martech […].

B2C 26

B2C Technology Marketing Consumers 26

Forcivity Salesforce

APRIL 19, 2022

B2B Customers Want A B2C Experience The traditional B2B customer journey is now an antiquated concept. When it comes to the B2C sales and marketing process, we know what works well: personalization. How do you give B2B customers a B2C experience? Email marketing has a 4,200% ROI potential in 2022. Personalization.

Omni-Channel 52

Omni-Channel Customer Experience B2C B2B 52

Forrester's Customer Insights

MAY 24, 2022

According to Forrester’s Marketing Survey, 2022, more than 60% of B2C marketing decision-makers plan to increase their paid media investments in “performance” channels such as search, social, and online video. Brands are funneling more dollars into “performance” channels in pursuit of maximum return on advertising spend.

Meeting 26

Meeting B2C Marketing Advertising 26

SAP Customer Experience

OCTOBER 5, 2023

In November 2022, with Commerce Cloud 2211 release, we at SAP made a significant announcement regarding our commitment towards the accelerated innovation and modernization of SAP Commerce Cloud. As we approach the one-year anniversary since this announcement and release, I feel it is a fitting moment to share the results.

Innovation 88

Innovation B2C B2B Customer Experience 88

Optimove

OCTOBER 5, 2023

When asked if they would like to receive fewer marketing messages in 2023 versus 2022, 73% noted they wanted less.  There’s some hope though, as according to our 2023 B2C Marketers survey , however, 57% of marketers said they plan to invest more in AI and marketing automation in the coming year. Fright Level: 4. Fright Level: 6.

Marketing 119

Marketing Survey B2C Loyalty 119

One Millimeter Mindset

DECEMBER 15, 2021

Creating your 2022 playbook of what it takes to design, align, and implement solutions clients really want? Which savvy B2C and B2B products, services, and delivery modalities now make your life easier? Then, consider that what clients really want may reside beyond your organization’s core competencies. Streamlined?

Innovation 90

Innovation B2C Course Leadership 90

Forrester's Customer Insights

JULY 13, 2021

With further rollouts in 2021/2022, we expect to see this digital currency significantly impact a variety of B2C and B2B industries across financial services, retail, transportation, and entertainment. In fact, the digital yuan […].

Banking 36

Banking Transportation Entertainment B2C 36

Forrester's Customer Insights

JULY 14, 2022

Our analysis of retailer activity on Amazon Prime Day 2022 reviewed 115 brand and retailer websites, spanning numerous categories. Here are this year’s key findings.

Retail 26

Retail Brands Analysis B2C 26

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. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Forrester's Customer Insights

MARCH 21, 2022

According to Forrester’s Marketing Survey 2022, talent will be among Asia Pacific (APAC) marketing decision-makers’ top challenges over the next 12 months: 26% considered limited marketing headcount as a top challenge 22% considered difficulty in recruiting marketing talent as a top challenge 17% considered employees not having the right skills (..)

Survey 26

Survey Marketing B2C Strategy 26

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). Customer Retention : According to Harvard Business Review’s 2022 Achieving Growth with Positive Product Experience report , 81% of the respondents strongly agree that a strong digital product experience positively impacts business growth.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Forrester's Customer Insights

JULY 6, 2022

I’m pleased to announce the latest published The Forrester Wave™: Global Adobe Services Partners, Q3 2022.

Consulting 26

Consulting Groups B2C Technology 26

Oracle

JANUARY 28, 2019

highlights 3 reasons robotic technology is moving in on the B2C segment: rising labor costs, productivity enhancements and happier customers; and by 2022, 70% of all U.S. The technology is expanding fast to consumer brands and retail floors bringing a new perspective to cost saving options.

Retail 70

Retail B2C Omni-Channel Innovation 70