Forrester's Customer Insights

FEBRUARY 20, 2024

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

B2C 53

B2C Survey Marketing Advertising 53

QuestionPro Audience

DECEMBER 17, 2017

Surveys are sent out to the customer database or to an online survey panel to get most trustworthy outcomes. An online survey panel is nothing but a centralized database of respondents who have agreed to provide their feedback regarding their products, services or business process etc. What are Online Survey Panels?

Survey 230

Survey B2C B2B Roadmap 230

Forrester's Customer Insights

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling.

B2C 44

B2C Marketing Survey Consumers 44

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

B2C 122

B2C B2B CEM Airlines 122

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 146

NPS Comparison Survey Net Promoter Score 146

NetBase

JULY 23, 2020

There’s a disconnect when comparing consumer reports and surveys against consumer sentiment. In this article we’ll explore: Surveys vs. sentiment and why they both matter to the reputation of your business. Here are some facts to spark your interest: Up to 50% of people lie when taking a survey. And they do.

Consumers 52

Consumers Survey B2C Social Media 52

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Survey 186

Survey Customer Service Engagement Customers 186

Waypoint Group

OCTOBER 29, 2020

“How hard could it be… it’s just a survey, right?” Are you guilty of treating your B2B feedback effort (nay, “survey”) like that of a consumer-focused company? The post Stop Treating your B2B Customer Surveys or NPS program like a B2C effort first appeared on Waypoint Group.

B2C 40

B2C B2B NPS Survey 40

Storyminers

JULY 29, 2016

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . I don’t mean surveys; I mean real, one-on-one conversations. Check out the list below.

B2C 124

B2C Customer Retention Strategy Brands 124

Forrester's Customer Insights

NOVEMBER 8, 2023

Impulse spending behavior is growing — and companies are finding opportunities both online and offline to entice consumers to add to their basket. Forrester’s February 2023 Consumer Pulse Survey found that roughly one in two of US and UK Gen Z adults report making impulsive decisions when shopping.

Consumers 53

Consumers Retail Survey Report 53

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Most likely, it’s B2C.

Customer Service 58

Customer Service B2C B2B Travel 58

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

ShepHyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   . Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

Self Service 134

Self Service Customer Experience Customer Service B2C 134

Optimove

AUGUST 31, 2023

In this post, we explore the correlation between consumer demands for personalization and relevancy in marketing from brands, along with the challenges marketers face in leveraging first and zero-party data to deliver marketing communications that establish a personal connection with consumers.

Data 52

Data Marketing Multi-Channel B2C 52

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. The in-app message for when a user tries to delete a survey question) . ( The in-app message for when a user transfers survey ownership ) . Well, not exactly.

Self Service 259

Self Service Customer Service How To B2C 259

GetFeedback

APRIL 30, 2018

They can be more challenging to get than reviews of products or services designed for consumer use, but with the right strategies, you can get all the reviews you need to make an unforgettable impression. Online reviews are essential in both B2B and B2C contexts. CRM Software and Customer Surveys. Let’s talk about how!

B2B 170

B2B Brands B2C CRM 170

QuestionPro Audience

MAY 24, 2019

A market research panel is defined as an online group of recruited survey respondents who have willingly agreed to be a part of the research that an organization is conducting thereby contributing towards the process of market research. Approaching panelists can get responses from consumers faster and less expensively.

Marketing 150

Marketing B2C Survey B2B 150

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Waypoint Group

FEBRUARY 1, 2018

Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses. But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. The post Why are you using a B2C approach and solution for B2B Customer Feedback?

B2C 40

B2C B2B Feedback Customer Engagement 40

SurveySparrow

JUNE 12, 2021

It was not the best time to send a survey to Susan. The brand that sent that survey was an eco-conscious startup from whom Susan had bought something recently. They were sending their survey at the wrong time. At Surveysparrow, we’re invested in getting you the best response rates for your surveys.

Survey 52

Survey B2B B2C NPS 52

QuestionPro Audience

SEPTEMBER 30, 2021

Sampling errors are proven to be expensive and time-consuming. Members are double opted, online, and mobile-ready to answer surveys, and finding B2B and B2C respondents become simple. Researchers make sure to mind the length of the survey. This generally happens due to: sampling size and sampling error.

Survey 195

Survey B2C Groups Trends 195

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry. The Voice of the Customer (VoC) has changed and includes more than just surveys.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Optimove

OCTOBER 5, 2023

Many were uncovered in our 2023 Marketer’s survey that are below.  Others originate from our 2023 Marketing Fatigue survey. They see the need as our survey of consumers regarding marketing fatigue revealed that two-thirds of consumers (66%) want fewer marketing messages, and 27% feel they are bombarded by marketing messages.

Marketing 72

Marketing Survey B2C Loyalty 72

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Sporty yet practical vehicle.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

QuestionPro Audience

AUGUST 22, 2018

The panelists are already pre-qualified, and in many cases, mobile-ready to participate in online surveys. An online panel or an online market research panel is defined as an online group of pre-selected people that are both interested and willing to participate in a market research study, online focus groups, surveys, etc.

Marketing 199

Marketing Study Survey Groups 199

Thematic

MAY 22, 2023

In standard use cases, there is no analysis of any words contained in the IT systems, and expressions of emotion are absent except as expressed numerically through survey response data. If you have a lot of survey results, there may be a lot of different themes and they may vary over time, even for the same customers.

Analytics 62

Analytics Data Contact Center Analysis 62

Brandwatch CX

OCTOBER 31, 2023

The purpose of undertaking customer analysis as part of a business plan is to examine the consumers most likely to purchase your product or service in-depth. Talking to them and running a survey will be the best way of hearing about them in their own words, although that does come with biases. The best way is to ask them.

Analysis 97

Analysis How To Groups B2B 97

Brandwatch CX

OCTOBER 31, 2023

The purpose of undertaking customer analysis as part of a business plan is to examine the consumers most likely to purchase your product or service in-depth. Talking to them and running a survey will be the best way of hearing about them in their own words, although that does come with biases. The best way is to ask them.

Analysis 91

Analysis How To Groups B2B 91

PeopleMetrics

JULY 17, 2018

And in providing these answers, market researchers often wisely take a small sample of the overall population, which is less expensive and faster than surveying all customers. Market researchers might not ever know about the problem, since they usually survey a sample of their customers and may do so only once a year, if at all.

Measurement 210

Measurement CEM Telecommunications Wireless 210

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. 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. Loyalty programs are not just for consumers. Interesting concept! Absolutely!

Customer Service 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

Hello Customer

JUNE 21, 2021

The message they put out there needs to resonate with the end consumer, so they keep on buying their products through retail networks. In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. One solution is to print a QR code on the packaging that leads to a survey.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

Daniel Group

JULY 17, 2020

Compared to B2C, the B2B purchase is not a one-time, one-on-one interaction. They decide to adopt feedback approaches that come from the business-to-consumer (B2C) world. B2B Customer Volume vs. B2C Customer Volume. The typical B2B company has a smaller customer base than many B2C companies. Here’s why.

B2B 52

B2B B2C Feedback Survey 52

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Business-to-business (B2B) customer service refers to support delivered to clients who are businesses rather than consumers. B2B vs. B2C Customer Service. What is B2B Customer Service?

B2B 91

B2B Customer Success Customer Service B2C 91

InMoment XI

JANUARY 9, 2024

Software company PandaDoc uses multiple surveys to monitor customer sentiment and improve product experience. How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management. Customization and personalization. Support and service.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. Conclusion.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

GetFeedback

JULY 25, 2018

trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. Why Consumers Are Bailing on Brands. Data shows that personalized support is the top priority for consumers. Early reports indicate that more than $1.6 So, what’s driving the switching economy?

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

TechSee

APRIL 23, 2019

Predictive Analytics Applied to B2C. While the concept of predictive maintenance has been around for decades, it is only recently that advances in AI have enabled enterprises to take full advantage of the possibilities – and now, largely thanks to the IoT, the principles from industry are being applied to the B2C realm.

B2C 104

B2C Automotive Analytics Customer Satisfaction 104