Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. very often experience the same old "traditional" system. For a growing number of B2B companies, the pathway to growth will be through CEM. Many B2C CX practices have become universal. Instead of usual "order in three clicks", they have to call.

B2B 303

B2B Company B2C Customer Experience 303

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

Peter Lavers

AUGUST 2, 2016

This 4th obstacle to customer centricity actually has the highest proportion (19%) of ‘complete agreement’, and remains a significant issue in both B2C and B2B (less so for Public and Not-for-profit Sectors). journey or isn’t managing it well”. I would assert that companies need to ‘engineer’ their customer experience.

Multi-Channel 40

Multi-Channel Customer Centricity CEM B2C 40

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

Lumoa

MARCH 20, 2018

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 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

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 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

SmartKarrot

JUNE 29, 2022

So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience.

Tips 11

Tips Customer Experience Social Media CEM 11