InteractionMetrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. It’s a true partnership.

B2B 52

B2B Sports Touchpoint Customer Satisfaction 52

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. But what about those B2B companies that sell their services to other businesses? But fewer conversations doesn’t mean ‘fewer’ valuable.

B2B 59

B2B Brands Social Media Wireless 59

GetFeedback

APRIL 30, 2018

B2B transactions are complex, expensive, and require long-term investments. They can be more challenging to get than reviews of products or services designed for consumer use, but with the right strategies, you can get all the reviews you need to make an unforgettable impression. Why Every B2B Brand Needs Online Reviews.

B2B 170

B2B Brands B2C CRM 170

Zonka Feedback

JULY 3, 2022

After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. They’ve experienced exceptional customer experience as consumers and, surprise surprise, they want that very same experience as B2B customers.

B2B 98

B2B Customer Experience B2C Customers 98

Brandwatch CX

FEBRUARY 23, 2024

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. But what about those B2B companies that sell their services to other businesses? But fewer conversations doesn’t mean ‘fewer’ valuable.

B2B 52

B2B Brands Social Media Wireless 52

SAP Customer Experience

OCTOBER 5, 2023

In eCommerce, the distinction between B2B (Business-to-Business) and B2C (Business-to-Consumer) is more than a matter of audience; it fundamentally shapes the entire commerce ecosystem. While B2C transactions are straightforward and often impulsive, B2B eCommerce operates on an entirely different plane of complexity.

Ecommerce 56

Ecommerce B2B B2C Consumers 56

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

B2B 91

B2B Customer Success Customer Service B2C 91

Blake Morgan

MARCH 5, 2024

B2B organizations are now recognizing its vital role in their success. Surbhi advises, “B2B companies must adopt a B2C mindset, focusing on consumer-oriented product development and prioritizing the customer’s experience with their product.”

B2C 52

B2C B2B Exceptional Customer Service Touchpoint 52

Merkle

JUNE 24, 2022

Merkle’s recently published whitepaper, Setting the Analytics Stage for Tomorrow’s Consumer , laid out the six key analytics pillars needed to serve shoppers of the future. How does that approach need to change when your organization’s consumer is a B2B buyer? Which tenets hold true, and which ones need adjusting?

B2B 98

B2B Analytics Consumers 98

SurveyGizmo

NOVEMBER 11, 2021

Now, as workers return or plan to return to work , we are back to living B2B lives during part of the day. The bar has been raised for customer experience teams and how they develop relationships with consumers. What Do B2B Consumers Want? Personalization is about providing answers for the consumer.

B2C 98

B2C B2B Self Service e-support 98

GetFeedback

APRIL 30, 2018

If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.

B2B 150

B2B Brands Tips Consumers 150

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. B2B (business-to-business) transactions often involve ongoing relationships and partnerships. What is B2B Customer Experience? Why is B2B CX Important? What are Some B2B Customer Experience Examples?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Kayako

SEPTEMBER 20, 2018

This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. . Make Customer Experience a Priority .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

BUT… my business is… B2B. Those of us who aren’t in direct, business-to-consumer markets have been told we need to think differently. How to Apply Customer Experience to Business-To-Business (aka B2B). I get asked about this CX in the context of B2B most of all. Customer experience is important.

Healthcare 143

Healthcare B2B Industry B2C 143

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. Adaptation is the new black, so too, B2B enterprises must become ever more data-driven , agile, and empathetic. At least as far as consumer perception goes. And it’s wise thinking.

B2C 98

B2C B2B Brands Trends 98

Forrester's Customer Insights

JANUARY 24, 2024

Buyers in B2B organizations are in a precarious position. Unlike individual consumers, they must balance their personal risk tolerance — and, sometimes, their career prospects — alongside the interests of their employer. They must make weighty financial decisions for their extended organization and on behalf of their colleagues.

B2B 35

B2B Financial Consumers Government 35

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. That said, B2B marketing is still marketing to humans, and they’re emotional beings.

B2B 88

B2B Marketing B2C Sales 88

Magellan Solutions

NOVEMBER 15, 2022

Why Does B2B Sales Outsourcing Make Sense to MSMEs? Business-to-business (B2B) sales outsourcing is a tried-and-true way for businesses to make more money. B2B sales outsourcing is an essential component of any company’s success that uses a B2B transaction model. WHAT DOES B2B SALES OUTSOURCING MEAN?

B2B 75

B2B Sales Call Center Call Center Solutions 75

Heart of the Customer

JUNE 9, 2022

The post Unsung Benefits of B2B Customer Journey Mapping appeared first on Heart of the Customer. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially? when your customers are other businesses. […].

Customer Journeys 88

Customer Journeys B2B Customer Expectations Customers 88

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Is mystery shopping a business-to-business (B2B) organization possible? Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. Understanding your customer’s journey in a B2B environment takes more finesse. The short answer is yes. It’s complicated. What’s working?

B2B 271

B2B B2C Social Media Retail 271

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. I can sum them up like this: B2B marketing is the multi-course, fine-dining meal where the chef comes out and describes each dish in detail.

B2C 85

B2C B2B Marketing eBook 85

NICE inContact

MAY 22, 2018

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise.

B2B 120

B2B Customer Experience B2C Contact Center 120

Heart of the Customer

JANUARY 25, 2017

As it’s published by B2B Marketing, it’s obviously targeted towards B2B (business-to-business) […]. The post B2B customers are not just consumers 2.0 So I was particularly interested in How to: Create a digital customer journey map by Henning Ogberg, the senior VP EMEA of Sugar CRM.

Customer Journeys 60

Customer Journeys B2B Consumers CRM 60

C3Centricity

APRIL 23, 2024

Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails. While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

ROI 226

ROI Marketing Social Media How To 226

InMoment XI

OCTOBER 16, 2013

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.

Consumers 200

Consumers CEM B2B Marketing 200

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. B2B relationships with customers are often MORE personal than those in B2C. How can that be?

B2C 137

B2C B2B Customer Experience Culture 137

InMoment XI

JULY 20, 2022

1: The Future Role of Consumer Trust. It is evident in both b2b and b2c products and services, everywhere around the globe. Though this has been slower to develop on the employee side, changes in consumer and marketing dynamics have resulted in significantly increased focus on how emotions shape, and are shaped by, experience.

Brands 493

Brands B2C B2B Financial 493

Experience Matters

NOVEMBER 1, 2017

We publish an annual report that examines what consumers do after a good or bad experience. The post Tech Vendors Receive Negatively Biased Customer Feedback (B2B) appeared first on Customer Experience Matters®. As you can see in the chart below: Most share feedback inside their company. They don’t Read More.

B2B 150

B2B Feedback Analysis Report 150

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. So, let’s explore how you can leverage customer insights to improve B2B Customer Service. What is B2B customer service? That’s right! The main goal?

B2B 52

B2B Feedback Customer Service Self Service 52

InMoment XI

OCTOBER 16, 2013

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.

Consumers 200

Consumers CEM B2B Marketing 200

InMoment XI

OCTOBER 16, 2013

Research agencies typically differentiate between business-to-business and business-to-consumer sectors. B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.

Consumers 200

Consumers CEM B2B Marketing 200

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

Forrester's Customer Insights

MARCH 28, 2024

As is often the case with poorly understood tech that promises to change the world, consumers worry about its ethics and human impact. Yet a vast majority of these skeptics will use (and love) genAI during 2024, whether they know it or not. Like it or not, know it or not, genAI will seep into […]

Consumers 66

Consumers B2C B2B Trends 66

Daniel Group

FEBRUARY 1, 2023

Simple Steps to Start or Reinvigorate your B2B CX Program! Whether you need to start or reinvigorate your B2B CX program, there are simple steps to take your business to the next level. In the B2B world we serve, product innovation is now one of several arrows in a company’s competitive quiver. ” Why?

B2B 59

B2B Effort Score Innovation Groups 59

CSM Magazine

MAY 16, 2023

For fintech companies in particular, quality Business to Business (B2B) customer support is crucial as it provides an opportunity for them to differentiate themselves from traditional bricks-and-mortar financial institutions. B2B companies have an added layer of complexity to perform well compared to their consumer-facing counterparts.

B2B 52

B2B Financial Customer Centricity B2C 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

B2B 52

B2B Net Promoter Score Effort Score NPS 52