Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours. Conclusion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Let’s say you’re a business-to-consumer (B2C) company selling retail products.

Social Media 98

Social Media Brands Video Entertainment 98

Optimove

OCTOBER 5, 2023

Marketing blunders that negatively impact brands include overwhelming customers with excessive messages, leading to marketing fatigue, and conflicting messages and promotions across various channels. 79% of consumers in our 2023 Marketing Fatigue survey said they unsubscribed from retail brands in the past three months.

Marketing 72

Marketing Survey B2C Loyalty 72

Currency Alliance

OCTOBER 12, 2020

This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged. Every business needs a loyalty strategy, but not every business needs a loyalty points program.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what? in 2017[vii].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B tends to expect responses within 1-24 hours. Conclusion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. 7 Ways to Add More Value to Your Loyalty Program by Emily Rudin. Here are my top five picks from last week.

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 92

Customer Satisfaction Customer Experience B2C Banking 92

Forrester's Customer Insights

FEBRUARY 13, 2024

I regularly have discussions with clients who want to create a loyalty program.

Loyalty 33

Loyalty Loyalty Programs Strategy Brands 33

CSM Magazine

SEPTEMBER 18, 2018

By building such sponsorship relations with high-profile brands, you’ll be able to achieve two aims at once: engaging mobile users and gaining an extra monetization channel. Build original loyalty programs. Among possible solutions are thoroughly-planned loyalty programs that presuppose rewarding users for mobile activity.

Loyalty Programs 56

Loyalty Programs Transportation B2C Sports 56

Kustomer

JANUARY 11, 2022

Providing high levels of customer support — and that includes 24/7 provision — goes a long way toward enhancing the customer journey and experience, as well as the credibility of your brand. It goes beyond repeatedly buying your products or using your services and can elevate a customer to a brand ambassador. Improved Conversion Rates.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

SmartMessage Blog

OCTOBER 27, 2022

Today, all brands spend a lot of effort on customer journey maps, that is, creating new customers and retaining their existing customers. From the moment of entering the customer’s radar to the phase of loyalty and advocacy, every touch matters. Today, brands can identify their potential customers and how ready they are to buy.

Customer Journeys 40

Customer Journeys Customer Experience Omni-Channel Analysis 40

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Strativity

JULY 16, 2020

Sensing that we needed a more clearly defined mission, I developed a growth vision for the company that positioned us more as a consulting firm with a unique ability to use consumer feedback to help companies solve complex marketing and business problems. We use these human and data-driven insights to design winning strategies for brands.

Analytics 52

Analytics Consulting Analysis B2C 52

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

Customer Satisfaction 60

Customer Satisfaction Customer Experience B2C Banking 60

ClientSuccess

JUNE 19, 2019

Coming back to the main point, here are 6 strategies that you can embrace to offer value to customers and enjoy their undivided loyalty and prolonged attention in today’s fleeting consumer age. Demonstrating the latter with great finesse and building customer loyalty is the e-commerce brand, Modcloth.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

SurveySparrow

DECEMBER 17, 2020

The product user experience is also an important element of your overall brand. It puts you under even more pressure because social media can be disastrous for brands when they are outed publicly for their mistakes. People love brands that do not take them for a ride. Good UX is a non-negotiable these days.

Trends 52

Trends Omni-Channel User Experience Social Media 52

Forrester's Customer Insights

JULY 15, 2019

Consumers are connected, empowered, and experimental. And loyalty programs aren’t as effective at driving emotional loyalty as marketers would like: Less than half of consumers agree that programs make them feel more loyal to a brand. This reality makes loyalty harder than ever to earn.

Loyalty 44

Loyalty Loyalty Programs Consumers Connections 44

ProProfs Chat

MAY 6, 2020

One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This calls for service enhancement, to ensure that you leave a substantial impact on your customers that compels them to come back to your brand frequently. Negative Customer Experience Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SurveySparrow

JANUARY 7, 2021

In fact, brands started to put more attention on improving their customer engagement. According to Salesforce, 80% of consumers said, the experience is as important as products. . Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand.

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. billion per year due to avoidable consumer switching. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySparrow

MARCH 18, 2020

It could mean that you either step up your training, or your marketing game so that prospective clients are aware of your brand or offer better deals. You can look at revenue in so many ways, and it is a clear indicator of how your salespeople are doing, how your marketing team is faring and the kind of brand value that your company holds.

Sales 52

Sales Management Net Promoter Score Effort Score 52

Talkdesk

JULY 31, 2017

Customers are switching services and switching brands rapidly. In the Dreamforce presentation last year, we showed that customers are switching brands two thirds of the time if they are not happy — and the proof of that is in the fact that half of the Fortune 500 companies from ten years ago aren’t around anymore.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Customers are switching services and switching brands rapidly. In the Dreamforce presentation last year, we showed that customers are switching brands two thirds of the time if they are not happy — and the proof of that is in the fact that half of the Fortune 500 companies from ten years ago aren’t around anymore.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

BirdEye

NOVEMBER 7, 2023

Building relatability and trust Incorporating appropriate acronyms for texting in business communications can portray your brand as relatable. Maintain your brand’s voice Consider your brand as a person. Just like individuals have their own way of speaking, so does your brand.

How To 115

How To Social Media Communication ROI 115

Oracle

MAY 23, 2018

All kinds of brands are looking for ways to reach their end-customers better with beautiful websites and carefully orchestrated shopper journeys. But most brands are only seizing half of the opportunity. Direct-to-consumer sites are taking off in a major way. Brands are competing for less shelf space.

Brands 49

Brands Ecommerce Apparel B2B 49

ShepHyken

JULY 15, 2019

My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Yes, the retail to consumer industry is full of great examples of brands seizing the opportunity to win over customers with a superior CX, but B2B companies can do the same.

Customer Service 107

Customer Service B2B Loyalty B2C 107

Currency Alliance

APRIL 26, 2018

But while excited boardrooms spend hours brainstorming ways “to do something with blockchain”, companies risk distracting themselves from real, present opportunities to succeed with loyalty in other ways. First, though, a look beyond most brands’ planning horizons, to exactly how blockchain will benefit the loyalty industry.

Loyalty 40

Loyalty Loyalty Programs Technology Brands 40

Currency Alliance

JUNE 19, 2019

This was my second year on the judging panel at the Loyalty Magazine Awards. Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. A few – such as Tarte, a US cosmetics brand – are way ahead of the game.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

SurveySparrow

MARCH 29, 2023

Videos that talk about your brand also work. Here’s what you should do in the awareness stage: Provide your target audience with information that will help them understand your brand and the values that you stand for. Share the benefits of using your brand’s products and services. How to create advocates for your brand?

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52