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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

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In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. These relationships are what drive the B2B space.

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Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Experience Matters

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

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Decoding B2B Customer Loyalty

Seaton CX

That’s the kind of relationship I USED to have with … Decoding B2B Customer Loyalty Read More ». The post Decoding B2B Customer Loyalty appeared first on Seaton CX. “You see that?!” She spat the words, jabbing her finger towards the wall behind me.

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Designing a differentiated B2B experience – a 22 step challenge

ECXO

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. The question most B2B firms should ask themselves is ‘how do we stand out when our products and prices are similar to our competitors’? Prioritise mobile – as we mentioned earlier, B2B buyers want to use their mobiles to research and buy.

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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

Do loyalty metrics need to be reassessed? After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs.

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Forrester Finds AI Used in Marketing by Two-Thirds of B2B Brands

CSM Magazine

AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

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Designing a differentiated B2B experience – a 22 step challenge

eglobalis

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

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Make Your Customer Experience As Great As Your Products

When it comes to Voice of the Customer (VOC) programs, B2B organizations are often behind the curve, adopting best practices and innovations more slowly than B2C companies. However, the expectation for B2B companies to deliver exceptional experiences is the same, if not higher, than their B2C counterparts.

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Should Loyalty Metrics Be Reassessed Post-Pandemic?

Do loyalty metrics need to be reassessed? To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Common questions include: Does Net Promoter Score® (NPS) still have the same predictive power?