B2C Influence on B2B Customer Expectations


There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

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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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B2B Customer Experience: 3 Tips to Take From the B2C Playbook


Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience. Here are some tips to help you start thinking about experience like your counterparts in B2C do: Think beyond the product or […].

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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What B2B Companies Can Learn from the B2C Customer Experience


Today, B2B and B2C consumers share significant similarities. The post What B2B Companies Can Learn from the B2C Customer Experience appeared first on ForeSee. They are sophisticated, omni-channel and have a strong set of expectations from the companies with which they do business with.

Smartphones are dead. Long live smartphones!

Forrester's Customer Insights

B2C marketing chief marketing officer (CMO) customer experience Apple artificial intelligence augmented reality google HTC iOS11 iPhoneX smartphonesThis week, Google announced the acquisition of key HTC assets.

The Data Digest: The Reasons Why Millennials Embrace Sharing

Forrester's Customer Insights

B2C marketing customer data data insights millennials UncategorizedI would like to introduce myself as a new data researcher at Forrester Research. Before joining Forrester, I earned my Ph.D.

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 […].

Digital advertising and marketing under the GDPR: A question of How, not If.

Forrester's Customer Insights

advertising B2C marketing Europe privacy regulations & legislation data processing GDPR MarketingThe May 25th deadline announces a period great reckoning for data-driven marketing in Europe. The question marketers ask me most often is “Can we continue to do this…” or in other words, will this type of activity be allowed under the GDPR? But often, with this Regulation, the question is not whether you can or […].

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As CVS Goes Post-Digital, Walgreens Reverts to Pre-Digital

Forrester's Customer Insights

advertising age of the customer B2C marketing corporate strategy digital marketing healthcare marketing & strategyFor a case study on how marketing must break from past practices, one needn’t look further than two recent announcements, one from CVS and the other from Walgreens. One company is pushing the boundaries of retail healthcare; the other is looking back a century for its marketing ideas. In this report, my colleague Shar VanBoskirk and […].

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

How State Farm Turned a Marketing Tagline into an Expression of Its Corporate Values

Forrester's Customer Insights

advertising B2C marketing corporate social responsibility Insurance mediaHappy 2018! I hope everyone enjoyed their holidays and had a chance to relax. As we get back to the swing of our regular routines, I have to wonder — what becomes of the season of giving? The Salvation Army bell ringers have disappeared, and cause-related marketing ads promoting companies’ charitable giving (like Subaru’s Share […].

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

TV Industry: It’s Time For A Round of “Stop, Keep, Change”

Forrester's Customer Insights

advertising advertising agencies age of the customer B2C marketing behavioral targeting brand building chief marketing officer (CMO) customer centricity demand-side platforms (DSPs) digital marketing integrated marketing (cross-channel) marketing & strategy marketing ROI media media buying programmatic buyingI’m obsessed with the future of television. A couple years ago, I pursued it largely as a research exercise. Today, I’m up in arms based on my own experience as a TV consumer.

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

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 […].

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 […].

Consultancies Change The Game

Forrester's Customer Insights

advertising advertising agencies B2C marketing customer centricity digital agencies marketing organization & culture marketing service providers media buying

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.

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.

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 […].

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

Customer Bliss


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.

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?

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

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.

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 […].

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

Consumer Good Unclear in CVS/Aetna Merger

Forrester's Customer Insights

age of the customer Amazon B2C marketing customer experience digital business healthcare mergers & acquisitions (M&As) amazon customer service digital strategy digital transformation health insurance PBM pharmacyCVS and Aetna have formalized a merger agreement with CVS set to acquire Aetna for roughly $69 Billion dollars. In deals of this nature, approval hinges on one thing: consumer good.

2018 Super Bowl Ads: Plenty of Fumbles Off The Field

Forrester's Customer Insights

advertising B2C marketingFew marketers can resist the lure of the Super Bowl ad hype. VP, Research Director Brigitte Majewski interviewed a few us who cover all things marketing here at Forrester to get at what really matters when it comes to Super Bowl advertising and why. Brigitte: The buzz in Marketingville around the Super Bowl is astounding. […].

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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.

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 […].

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Two Minutes of Advice for B2B Marketers On Content Marketing Platforms

Forrester's Customer Insights

In April 2017, I completed a Wave report on content marketing platforms (CMPs) – specifically, Contently, Kapost, NewsCred, Opal, Percolate, ScribbleLive, Skyword, Spredfast, and Sprinklr – for B2C marketers. The same ones that suit B2C content marketing?

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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 […].

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 […].

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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.

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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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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