ShepHyken

AUGUST 1, 2022

After all, customers make buying decisions based on their experiences, so no matter what originally attracted them, their customer service interactions can dictate loyalty or loss. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. They want B2C-like experiences.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. 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. Who doesn’t want their customers to love them?

Customer Service 52

Customer Service Retail Course Customer Service Training 52

Optimove

OCTOBER 5, 2023

When asked if they would like to receive fewer marketing messages in 2023 versus 2022, 73% noted they wanted less.  The Frightening Intimidation of Marketing AI While AI holds incredible potential to revolutionize customer engagement and personalization, it can also be an intimidating prospect. Fright Level: 4. Fright Level: 5.

Marketing 119

Marketing B2C Survey Loyalty 119

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. Price and quality matters but consumers and buyers are increasingly making decisions driven by values-based preferences aligned with customer experience.

B2B 353

B2B Brands Innovation Government 353

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. It is the harmony of these efforts that leads to successful engagement, loyalty, and enduring brand-consumer relationships.

Data 52

Data Marketing Multi-Channel B2C 52

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

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