Storyminers

JULY 29, 2016

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.

B2C 36

B2C Customer Retention Strategy Fashion 36

Heart of the Customer

AUGUST 15, 2016

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.

B2B 14

B2B B2C Consumers Customer Experience 14

Magellan Solutions

SEPTEMBER 9, 2015

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?

B2C 16

B2C B2B Consumers Sales 16

ENGAGE.cx

JULY 23, 2015

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.

B2C 14

B2C B2B Touchpoint Hospitality 14

Amity

JUNE 28, 2016

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.

B2C 19

B2C Video B2B Consumers 19

Forrester

JULY 10, 2015

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.

Exercises 36

Exercises Tools Culture Examples 36

Magellan Solutions

APRIL 19, 2017

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.

Social Media 1

Social Media Connections Marketing Tools 1

CX Journey

JANUARY 27, 2015

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?

Innovation 26

Innovation Company Customer Experience Professionals Trends 26

Genroe

SEPTEMBER 18, 2016

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 […].

Feedback 14

Feedback Industry Survey B2C 14

ENGAGE.cx

AUGUST 18, 2015

Customer Experience B2C CRM customer experience customer relationship customer-centric CXConsumers are becoming, and in many cases already are, too sophisticated for gimmicks and trends. They are empowered; they have an infinite number of choices on where and how to spend their money.

Case Study 19

Case Study Brands Study Touchpoint 19

Forrester's Customer Insights

JULY 18, 2017

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 […].

Brands 4

Brands B2C B2B Marketing 4

Customer Bliss

AUGUST 31, 2016

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. Guest Post by Robert C.

B2B 116

B2B omnichannel Customer Engagement Engagement 116

Kerry Bodine

JULY 10, 2017

Business people across every conceivable industry, both B2B and B2C, are diving into journey mapping initiatives right now.

B2C 105

B2C B2B Exercises Touchpoint 105

Middlesex Consulting

JULY 12, 2015

These days, there are three business models that are emerging into serious long-term opportunities. I have written about the Internet of Things , which is the most developed, and now write about The Sharing Economy.

Hotels 1

Hotels Course Banking Travel 1

nanorep

MARCH 9, 2016

Functioning under a B2B or B2C model, the number of employees and the platform where your target audience spends most of its time, are all factors which should alter the way your company offers support. No two companies do customer service the same way. In order to choose the best persona to fit the type customer experience your clients expect from you, you first have to know your options and choose the best for the given situation

B2C 24

B2C B2B Customer Experience Company 24

CSM Magazine

JULY 28, 2016

The boundaries between digital and physical are now increasingly blurring, especially in B2C with its intense pace and volume of customer interactions that spill over multiple channels.

B2C 42

B2C Touchpoint Software Marketing 42

Provide Support

DECEMBER 13, 2016

Over the next five years 41% of B2B and 47% of B2C organizations will try to differentiate from competition with help of great customer service. Stay Connected with your Customers.

B2C 31

B2C Connections B2B Innovation 31

Middlesex Consulting

MAY 31, 2015

But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect. Notes: 1) The author of this post, Anil V.

Competitive Advantage 1

Competitive Advantage Fashion NPS Consulting 1

Forrester

AUGUST 1, 2016

This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. The B2B Tech CX Index is designed to account for the key differences between B2B and B2C technology companies in managing a customer experience: Read more Categories: B2B Customer Experience Index. Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™).

B2C 26

B2C B2B Consumers Technology 26

Kerry Bodine

JUNE 29, 2015

I work with many B2B companies, and journey mapping is just as valid and important as it is with their business-to-consumer (B2C) counterparts. Just like B2C companies, B2B organizations often have several different personas whose journeys need to be mapped. But while a B2C company’s personas’ journeys may never cross paths, the journeys of a B2B organization’s personas may be intricately connected.

B2B 81

B2B B2C Customer Journeys Customer Experience 81

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

B2C 34

B2C Report Brand Values ROI 34

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

B2C 34

B2C Report Brand Values ROI 34

ForeSee

SEPTEMBER 16, 2016

Like many B2C companies, leading U.K.-based based online parcel shipping service myHermes relies on customer ratings and reviews as a core component of its business strategy. A high volume of reviews. The post How myHermes is boosting business with ForeSee Ratings & Reviews appeared first on ForeSee. Case Stories Ratings & Reviews Case Studies ForeSee Ratings & Reviews myHermes ResellerRatings Reviews

B2C 15

B2C Strategy Company Customers 15

Experience Matters

NOVEMBER 21, 2016

We often get asked by companies that don’t directly serve consumers if they can learn from customer experience content that seems to be more focused on business-to-consumer (B2C) models. The answer: Absolutely yes! Our research does include some items that are B2C-oriented, but most of our core ideas apply quite well in other models, including business-to-business (B2B), government and non-profits. […]. 4 CX Core Competencies B2B CX Customer experience

B2C 16

B2C Government Consumers Company 16

Customer Bliss

APRIL 20, 2016

The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C. Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016.

Loyalty 109

Loyalty Company B2C Chief Customer Officer 109

Customer Bliss

JULY 7, 2016

Early on, Natalie and her team understood the need to pivot from traditional B2B to B2C; by some estimates, 70 percent of their future growth was going to come from consumer choice options.

B2C 117

B2C Insurance Chief Customer Officer Customer Experience 117

360Connext

DECEMBER 17, 2014

It doesn’t matter how big your organization is or if it’s B2C, B2B or not-for-profit, your customers are counting on you. Customer experience is more than a full-time job. It’s more than a project. It’s more than a department.

eBook 127

eBook B2C B2B Touchpoint 127

Experience Matters

JANUARY 19, 2016

This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. Here’s the executive […].

B2C 20

B2C Report Brand Values Touchpoint 20

CX Journey

FEBRUARY 23, 2016

Clearly, there are differences between B2B companies and customers and their counterparts on the B2C side. Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges?

B2B 86

B2B Company B2C Competitive Advantage 86

CSM Magazine

NOVEMBER 11, 2015

Founded in 2006 by Paul Parkinson, who has amassed over three decades of industry expertise, Synergy Automotive provides B2B and B2C car leasing, contract hire and finance services.

Automotive 32

Automotive B2C Customer Experience B2B 32

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. Episode Overview.

Chief Customer Officer 56

Chief Customer Officer Groups B2C B2B 56

Forrester's Customer Insights

JULY 13, 2017

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 […].

Company 0

Company B2C Advertising Marketing 0

inContact

JULY 7, 2017

While some organizations are slow to adopt for various reasons, making these channels available and satisfactory for consumers should be one of the top priorities of every B2C company in the world. The pace of business innovation moves at speeds that were unfathomable just 20 years ago.

Meeting 27

Meeting B2C Multi-Channel Communication 27

Forrester

JANUARY 5, 2016

While much of the glitz and glam around customer experience has orbited around B2C organizations, Forrester believes that the imperative shift toward customer experience and subsequently, customer centricity, is creeping into the B2B space - sooner than we might expect. Here are several of the key collaborative principles that can help B2B companies foster better partner alignment: · Apply B2C tools to understand your partners.

B2C 22

B2C Innovation B2B User Experience 22

Provide Support

JULY 6, 2017

The ideas could be successfully applied to both B2C and B2B sectors.(.). Customer engagement is the future of e-commerce. – Brennan Loh, head of business development of Shopify.

B2C 9

B2C Ecommerce Customer Experience B2B 9

360Connext

MAY 20, 2015

Digital is how we are doing business, both in B2C and in B2B. The following is a Best of 360Connext post. What is customer experience?

Customer Experience 139

Customer Experience B2C Touchpoint B2B 139

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C.

B2C 40

B2C Customer Experience Management Management CEM 40

Forrester

OCTOBER 7, 2015

In April 2015 , we started a conversation about what is different between business-to-consumer (B2C) and business-to-business (B2B) customer experience (CX). That early discussion focused on the fact that in B2B scenarios there isn't one "customer," but multiple stakeholders within a client account whose work depends on interactions with the vendor.

B2C 32

B2C B2B Customer Experience Professionals Interaction 32

Forrester's Customer Insights

JUNE 3, 2016

"Excellence always sells." --Earl Nightingale. The questions below may sound familiar to you.

B2C 33

B2C Customer Experience B2B Customer Insights 33

Forrester

APRIL 10, 2015

On a recent podcast with my colleagues Deanna Laufer and Sam Stern , I was asked about the difference between business-to-consumer ( B2C ) and business-to-business ( B2B ) customer experience ( CX ).

B2C 32

B2C B2B Interaction Report 32