24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands


We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. For most B2C brands, the customer’s interactions with the organization’s team members are the ones that make or break the experience.

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Four steps to build an improved B2C customer experience

Heart of the Customer

I’ve seen real challenges in the past when leaders move from B2B to B2C (or vice-versa). Here are four steps to help you get started creating a better B2C customer experience. The post Four steps to build an improved B2C customer experience appeared first on Heart of the Customer.

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Trending Sources

Lead Generation: What are the Differences Between B2B and B2C Markets?

Magellan Solutions

Businesses have to be aware of the two main market models: business to business (B2B) and business to consumer (B2C). B2C Marketing. The Biggest Difference between B2B and B2C Marketing. The post Lead Generation: What are the Differences Between B2B and B2C Markets?

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Customer Success in B2B vs B2C and why it's important to you


SaaS Tattler Issue 88 - Customer Success in B2B vs B2C and why it's important to you. It seems pretty insane to think that Customer Success could actually be as complex -- if not more -- for B2C companies in making their customers successful, as it would for B2B companies.

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The Year of B2C CRM: How to Choose Your Next Technology


You need something new, a B2C CRM built for scaling relationships in the moment and bridging last customer relationships. These are just some of the key components of an effective B2C solution. The post The Year of B2C CRM: How to Choose Your Next Technology appeared first on ENGAGEcx.

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Predictions 2018: Who Will Win And Who Will Lose Across The Media Landscape

Forrester's Customer Insights

advertising agencies B2C marketing digital agencies media predictionMedia, so vital to the wellbeing of the economy, has endured a turbulent year. Marketers questioned the quality of the supply chain. Agencies reorganized to reinforce their value proposition. Ad tech continued to consolidate. Publishers scrambled to make money and keep their two sets of customers – consumers and advertisers – happy. While that short […].

Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss

Align Around Experience Podcast b2b b2c customer experience customer mapping unite silos unite the csuiteOverview.

Hunter Douglas’ B2B and B2C Customer Experience Leadership with Ross Garretson

Customer Bliss


Luxury Brands Must Act Or Be Digitally Disenfranchised From Savvy Luxury Consumers

Forrester's Customer Insights

B2C ecommerce B2C marketing brand experience buyer engagement customer engagement customer experience customer insights digital business ebusiness strategy ecommerce mobile shopping omnichannel customer experience retail digital digital strategy luxury online retail

Mobile-First Is Not Enough

Forrester's Customer Insights

However, few B2C marketers are good at executing this concept. B2C marketing chief marketing officer (CMO) customer experience digital business business disruption digital transformation mobile first mobile marketing

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Predictions 2018: The Year Of Breakout Marketers, And Those They Leave Behind

Forrester's Customer Insights

B2C marketing brand experience customer experience prediction vendor selectionForrester’s been writing about customer obsession for nearly half a decade, but until recently, most companies merely paid lip service to it. What’s changing? Marketers’ jobs security: CMOs have the shortest tenure in the C-suite and some companies like Coca-Cola are eliminating their CMO functions altogether in favor of chief growth or customers officers. We […].

OTT Won’t Replace Traditional TV — The Two Will Get Married And Have Babies

Forrester's Customer Insights

advertising B2C marketing communications digital marketing marketing & strategy marketing attitudes marketing methods media media buyingRecent headlines have covered cord cutting as if it is an inevitable trend, set to doom the TV industry as we know it. However, when we peel back the layers of the alarmist headlines, the argument doesn’t really hold: No streaming service yet offers all that consumers want, as my colleague Kris Arcand found in […].

The Data Digest: Instagram And Snapchat Have Room For More Ads, According To Forrester Data’s US Youth Survey

Forrester's Customer Insights

advertising B2C marketing data insights digital marketing marketing & strategy media media buying prediction social marketing social media

When to Implement an Omni-channel Customer Experience

Andrew Mcfarland

Best Practices Customer Experience Customer Loyalty B2B B2C Boeing Enghouseinteractive Facebook KISSmetrics Omni-channel Twitter WOMThe folks at Enghouseinteractive asked me via Twitter how important an omni-channel experience is to my customers.

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Drive Creativity And CX Innovation With Employee Empathy

Forrester's Customer Insights

age of the customer artificial intelligence (AI) B2C marketing brand experience chatbots customer centricity customer experience customer experience strategy employee engagement Innovation innovation management interaction & UI architecture personalization Hubspot INBOUND2017Hubspot’s INBOUND 2017 slogan emphasized “Empathy.” My expectation: it would make the case to the 21,000 people in attendance that customer empathy is critical to their engagement efforts.

Amazon Blends Digital and Physical Experiences At Their New Book Store

Forrester's Customer Insights

Amazon B2C ecommerce ecommerce in-store marketing mcommerce online retail retail amazon digital retail in-store checkoutRecently I stopped in at the new Amazon Book store on 34th Street in Manhattan to see how Amazon is re-imagining the in-store experience.

The Global Digital Marketing Gap

Forrester's Customer Insights

advertising agencies artificial intelligence (AI) B2C marketing brand experience consumer mobility digital marketing globalization & localizationOver the past few years, I was lucky enough to travel to many different places: in most European countries, in the US, in Brazil, in the Middle East, in India, in Indonesia or very recently in Japan and Thailand. The digital revolution is happening all over the place and it is fascinating to see how […].

Digital Store Technologies Take the Stage For Both Customer and Associate Experience.

Forrester's Customer Insights

Digital retail theater is becoming reality for consumers as retailers rush to find ways of attracting and retaining store customers. What is digital retail theater?

CXEurope 2017: Introducing the Values Based Customer

Forrester's Customer Insights

advanced analytics age of the customer B2C ecommerce B2C marketing brand building brand experience business intelligence business models chief marketing officer (CMO) consumer packaged goods (CPG) consumer segmentation contextual marketing customer advocacy customer analytics customer engagement customer experience customer experience ecosystem customer experience management customer experience maturity customer experience measurement customer experience strategy customer insights

Go Ahead, Freak Out About Snap’s Earnings- For The Right Reasons

Forrester's Customer Insights

advertising B2C marketing programmatic buyingThe sky is falling, right on top of Snap Inc, and the sky’s name is CPM. Since they launched their self-service, auction-based buying environment, CPMs plunged 60%. 60%!?!?!? Cue the panic, right? Not so fast. With companies like Facebook making up the competitive set, the pressure was always on Snap to not just post good […].

The Data Digest: Empowered Customers Paint Their Own Future

Forrester's Customer Insights

age of the customer B2C marketing brand building brand experience customer centricity customer data customer insights data insights market research social intelligence social listening & listening platforms social media

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How To Prepare For AR, VR, And Next Generation Experiences

Forrester's Customer Insights

B2C marketing chief marketing officer (CMO) customer experience digital business augmented reality Magic Leap mixed reality virtual realityHow can a company receive $1,9 billion in funding, be valuated $6bn and not even have launched a commercial product? There must be some magic here. Precisely! Adi Robertson is right to ask “why do people keep giving Magic Leap money?” One of the obvious reasons is that investors believe Virtual Reality (VR) and Augmented […].

How To Turn Prospects Into Buyers With B2C Lead Generation

Magellan Solutions

The best B2C lead generation strategies are those that produce leads of high quality, enabling for a more efficient sales funnel and faster conversion. The best part about this B2C lead generation method? Lead generation B2C Lead Generation lead generation

Customer Experience Pros Should Shift Their Focus From Needs To Expectations


Empathy and expectation mapping exercises can help both B2C and B2B organizations improve their customer experiences by helping to interpret the irrational buying behavior of customer decisions, better visualize emotional flash points and Read more Categories: B2B. B2B B2C Customer Experience Customer Experience Empathy Expectation Mapping customer journeyExpectation Maps are a Smart Way to Visualize Customer Journey Emotion.

Back To the Future: The Benefits Of TV Advertising

Forrester's Customer Insights

advertising B2C marketing brand building branding marketing & strategy media media buyingMarketers are having a Back to the Future moment: AdWeek, MarketWatch, MarketingProfs, and others have sung the praises of television. And in January, the CMO of Coca-Cola presented analytic proof that TV delivers stronger ROI than digital. With cable-cutters, cord-nevers, and Millennials’ preference for over-the-top (OTT) TV viewing, it’s easy to predict the demise of […].

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From Darling To Workhorse: Programmatic’s Growing Pains And What Comes Next

Forrester's Customer Insights

advertising B2C marketing chief marketing officer (CMO) contextual marketing customer centricity customer experience customer journey data management platforms (DMPs) demand-side platforms (DSPs) machine learning marketing & strategy marketing organizational structure marketing technology media media buying online marketing technology personalization programmatic buying

Introducing Forrester’s New Brand Energy Framework – Emotions Fuel Your Brand’s Energy

Forrester's Customer Insights

B2B marketing B2C marketing brand experience branding chief marketing officer (CMO To most marketers, this is an age-old axiom: emotions drive brands. And emotional motivators, like pixie dust, are sprinkled by the likes of Apple, Harley, Lego, and Patagonia to create a frenzied devotion that, on a good day, can give the Star Trek fandom a run for its money. But how does one create pixie […].

Boost Your Business With These B2C Lead Generation Ideas and Strategies

Magellan Solutions

Thankfully, there are a number of proven b2c lead generation ideas that you can utilize for your business, today. These tried-and-tested b2c lead generations strategies have benefitted many businesses who put them into practice, and now it’s your turn.

Half Of Online Retail Spending Came From Marketplaces In 2016

Forrester's Customer Insights

Marketplaces are taking an growing share of B2C online retail sales: Half of B2C online retail spend came from marketplaces in 2016.

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Amazon’s Singapore Launch Signals the End of Digital Complacency in Southeast Asia

Forrester's Customer Insights

age of the customer agile commerce Asia Pacific B2C ecommerce chief information officer (CIO) chief marketing officer (CMO) cloud computing customer experience digital business digital transformation ecommerce

How Should Insurers Unleash Their Digital Businesses? By Mastering The Digital Basics

Forrester's Customer Insights

B2B ecommerce B2C ecommerce blockchain chatbots digital business digital transformation ebusiness strategy ecommerce InsuranceCanadian and US insurers have a lot on their plates this year. They’re not just grappling with extreme weather, substantial underwriting losses from all those motor vehicle claims, but also rising customer expectations and an onslaught of fintech disruptors.

Amazon And Flipkart Are Expected to Record $1.2-$1.5 Billion In Sales In India’s Coming Festive Sales

Forrester's Customer Insights

Amazon B2C ecommerce amazon big billion day Festive Sales Flipkart India online retailOn October 6, 2014, Flipkart launched Big Billion Day, an event that occurs within India’s festive season — a holiday period that accounts for 40% of the total sales of key brands in India.

Vendor Landscape: Enterprise Marketing Software Suites In Asia Pacific

Forrester's Customer Insights

Asia Pacific B2C marketing marketing technologyMore marketers in Asia Pacific (AP) are investing in an enterprise marketing software suite (EMSS) to better engage empowered customers and drive contextual marketing — but EMSS vendors’ solution availability and localization efforts vary across the region. My recently published report, Vendor Landscape: Enterprise Marketing Software Suites In Asia Pacific, helps marketers understand EMSS vendors’ […].

The Other Golden Rule

CX Journey

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common?

Case Study: How To Improve Your Chatbot’s Chance Of Success

Forrester's Customer Insights

B2C marketing chatbotsMarketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value.

The European DMP Landscape: Niche and local platforms offer competitive solutions for European marketers

Forrester's Customer Insights

advertising B2C marketing data management platforms (DMPs Data management platforms have been a focal point of discussion this year. Most advertisers I speak to are either deploying or considering the deployment of a DMP to complete their technology stack. Often, their objectives go well beyond media buying. And while most invite US platforms like Adobe, Salesforce and Oracle to RFPs – all […].

Madtech Convergence Is Ongoing – With Or Without You

Forrester's Customer Insights

advertising B2B marketing B2C marketing digital marketing marketing automation marketing technology online marketing technologyFor marketers, the struggle is real: you want to provide your customers and prospects cohesive cross-channel experiences that demonstrate you actually know them (without freaking them out) — all while reducing the number of vendors in your tech stack.

A Fool Proof Recipe for When To Survey Your Customers


B2B - Business to Business B2C - Business to Consumer Best PracticesAssuming you have decided that running a customer feedback survey is a good idea, the next question is: when should you send the survey to your customers? There are no hard and fast rules. Different types of businesses and industries have different approaches that work best. However there are some good rules of thumb you can […].

The Data Digest: As Social Media Usage Grows, So Do Brand Woes

Forrester's Customer Insights

B2C marketing social mediaLet’s face it: We all know the feeling of logging into a social networking site and reacting with myriad emotions ranging from intrigue and delight to shock and shame.

Amazon Product Content: A New Space Race?

Forrester's Customer Insights

advertising B2C marketing digital marketing online retail search marketingThe Whole Foods acquisition by Amazon weeks ago was only the latest milepost in the latter’s inexorable march to the top of retail. The company sold $136 billion worth of products in 2016 – more than any other online retailer (and just over a third of what Wal-Mart did). And we find that Amazon is big and gaining […].