24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands

Storyminers

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

ENGAGE.cx

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

Amity

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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Customer Experience Pros Should Shift Their Focus From Needs To Expectations

Forrester

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.

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.

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?

A Fool Proof Recipe for When To Survey Your Customers

Genroe

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 […].

Does Your Business Have a Customer Experience Strategy?

ENGAGE.cx

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.

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 […].

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

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.

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Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

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

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The Sharing Economy Is Rocking B2C And Beginning In B2B

Middlesex Consulting

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.

3 Approaches to Customer Service that Every Business Should Consider

nanorep

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

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Your Customer Experience Should Become Channel-Agnostic

CSM Magazine

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.

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6 Ways to Stay Connected with Your Customers

Provide Support

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.

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Of Amazon And Welding Rods - Impact Of B2C Experiences On B2B Customers

Middlesex Consulting

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.

Introducing Forrester's B2B Tech Customer Experience Index Methodology

Forrester

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™).

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Journey Mapping Q&A: Required Research For Customer Journey Maps

Kerry Bodine

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.

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Report: Lessons in CX Excellence, 2017

Experience Matters

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 […].

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Report: Lessons in CX Excellence, 2017

Experience Matters

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 […].

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How myHermes is boosting business with ForeSee Ratings & Reviews

ForeSee

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

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Business-to-Business-to-Customer (B2B2C) CX Best Practices

Experience Matters

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

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Organizational decision-making drives customer loyalty

Customer Bliss

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.

Customer Experience Podcast – Big Lessons From My First 12 Guests

Customer Bliss

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.

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15 Ways To Rock Customer Experience in 2015

360Connext

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.

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Report: Lessons in CX Excellence, 2016

Experience Matters

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 […].

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How B2B Companies Become Customer Experience Leaders

CX Journey

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?

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Customer Service Focus Fuels Unprecedented Growth for Synergy Automotive

CSM Magazine

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.

The Chief Customer Officer Role in Media, With Robert Bridge of Telegraph Media Group – CB39

Customer Bliss

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.

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 […].

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

inContact

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.

Best Practices For Managing CX Via B2B Partner Networks

Forrester

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.

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10 Ways to Increase Customer Engagement in eCommerce (Infographic)

Provide Support

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.

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Customer Experience Is… What, Exactly?

360Connext

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?

State of Business-to-Business Customer Experience Management

ClearAction

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.

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B2B Customer Experience Professionals: Do You Know Who Your Customers Are?

Forrester

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.

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The Customer Insights Center of Excellence: Know Your Options!

Forrester's Customer Insights

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

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B2B Customer Experience Is Grounded In Collaborative Relationships

Forrester

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 ).

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