Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. Instead, our education classes are interactive. Whether you agree or agree to disagree, discuss or not, I’m sure that we can interact with each other without being disagreeable. Welcome to CX 101.

B2C 78

B2C Customer Service Training Hospitality Training 78

Kerry Bodine

APRIL 4, 2018

If you’re a business-to-consumer (B2C) organization, your customers might be trying to get insurance for the used car they’ve just purchased, book a vacation to Maui, or file their taxes. But just as with B2C, these goals and tasks are on your customers’ to-do lists. I’m in charge of finding a company who can manage our support calls.

Customer Journeys 308

Customer Journeys B2C Insurance B2B 308

Hero Digital

MARCH 9, 2020

This evolution of personalization across B2B and B2C initially started with handcrafted campaigns, eventually leading to mass campaigns, customizations, and now sophisticated omnichannel experiences. So how can you scale 1:1 human interactions with tech? Bottom Line.

Interaction 52

Interaction Technology B2C B2B 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. This means ensuring that the areas where your customers will first interact with support — typically self-service and in-app troubleshooting messages — are updated with the latest helpful information.

Self Service 259

Self Service Customer Service How To B2C 259

Esteban Kolsky

MARCH 17, 2022

in other words, the company was trying to control how the customer interacted with them, and pretended to care about the customer. and that brings us to what modern day CX is: experiences are not managed or designed by the company, they are what customers undergo (experience) when proper interactions happen. tsk-tsk-tsk. and we did.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

Customer Bliss

NOVEMBER 7, 2017

Management and executive leaders did a lot of interacting with customers, and his CEO was engaged, and wanting to know more about how to improve the experience. And of course, take some time to check out some of our older episodes! Ross was fortunate to have an engaged team.

B2C 111

B2C Leadership Customer Experience B2B 111

Innovative CX

MARCH 6, 2024

Sometimes I’m calling to place an order, other times asking a question - and then of course, there are the times when I’m calling to resolve some type of issue or complaint. Interact with your website and ask does it work? Experience your interactive voice response unit. Is it mobile-friendly? How many layers do you have?

B2C 52

B2C Airlines Customer Journeys B2B 52

Customer Bliss

NOVEMBER 7, 2017

Management and executive leaders did a lot of interacting with customers, and his CEO was engaged, and wanting to know more about how to improve the experience. And of course, take some time to check out some of our older episodes! Ross was fortunate to have an engaged team.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Lumoa

NOVEMBER 30, 2022

In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. Of course, you should also integrate conversational AI into your customer service strategy. While conversational AI is very sophisticated these days, there are some areas where it falls short of genuine human interaction.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

BirdEye

APRIL 24, 2023

5 key differences between inbound marketing and digital marketing 7 differences between B2B and B2C digital marketing How to do digital marketing Types of digital marketing channels The benefits of digital marketing Key performance indicators (KPIs) in digital marketing Digital marketing challenges What skills are needed in digital marketing?

Marketing 93

Marketing Social Media B2C Advertising 93

Kerry Bodine

JULY 10, 2017

Next, outline the physical, digital, and human touchpoints that you think they interact with. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization. Each action goes on a separate sticky note.) What went well?

Customer Journeys 214

Customer Journeys B2C Exercises Touchpoint 214

Esteban Kolsky

MARCH 17, 2022

in other words, the company was trying to control how the customer interacted with them, and pretended to care about the customer. and that brings us to what modern day CX is: experiences are not managed or designed by the company, they are what customers undergo (experience) when proper interactions happen. tsk-tsk-tsk. and we did.

Omni-Channel 78

Omni-Channel CEM CRM B2C 78

GetFeedback

JULY 19, 2019

They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. We can agree there are more customer interactions than ever before, and some of that is our own fault. B2C customers, who already say it’s easier than ever to take business elsewhere, will follow.

ROI 309

ROI How To Touchpoint Hotels 309

ShepHyken

OCTOBER 24, 2022

PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction. Top 5 Customer Experience Courses and Certifications by Scott Clark. Some training courses are designed for all employees.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

CSM Magazine

JUNE 4, 2021

It is the twenty first century, though no matter how much technology you put into the hands of your business-to-business (B2B) or business-to-consumer (B2C) clients, we cannot ignore the tremendous value of the human element in driving results. Coming out of the pandemic, financial services remains a people business.

Financial 98

Financial Management B2C Customer Service Representative 98

Thematic

MAY 22, 2023

Predictive Operational Data Analytics analyzes the thousands of data points that companies typically have in their IT systems for each customer and which represent the operational interactions with each and every one. The difference with B2C is of course that the consumers who reach out to a consumer contact center are the decision-makers.

Analytics 62

Analytics Data Contact Center Analysis 62

SurveySparrow

MARCH 24, 2024

Of course, there is no universal set of tools that will help 100% of sales professionals become more productive — too much depends on the exact business specifics. Of course, it cannot fully substitute human communication, but it can be beneficial for managers who rely on effective (and quick) communication with their leads.

Tools 52

Tools Sales CRM Social Media 52

Kerry Bodine

JUNE 29, 2015

Quantitative data is great at helping you understand customers’ overarching attitudes towards your company, where their pain points are, and what they do as they interact with you. 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.

Customer Journeys 120

Customer Journeys B2C B2B Exercises 120

Thematic

JUNE 13, 2023

B2C and B2B businesses can both use VoC programs. Giant B2C companies like Adidas can use VoC to uncover faults in physical products. This integration enables businesses to take a holistic view of customer interactions and identify opportunities to improve the overall experience.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

CSM Magazine

MAY 5, 2023

Clearly there’s a direct link between reductions in consumer spending and the performance of B2C brands. The reality is that all of us will have to fight harder to win the hearts and minds of our customers over the coming few years, and that of course means a renewed focus on the people and technologies that drive your service delivery.

Technology 52

Technology Customer Service Self Service B2C 52

GetFeedback

JANUARY 6, 2020

By creating a visual depiction of the steps that customers take in an experience, including how customers feel after interactions, CX leaders can diagnose problems and design new experiences for the future. In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ShepHyken

OCTOBER 6, 2022

I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring? In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions. He shares the value that customer emotions bring to a company.

Customer Journeys 69

Customer Journeys Effort Score Touchpoint Customer relationships 69

Customer Bliss

AUGUST 1, 2017

Before joining Forrester, Tom spent 13 years in the United States in various custor experience roles with Staples, the world’s largest office supply retailer, implementing customer experience strategies for retail and online B2B and B2C customers. What do you know NOW that you wish you knew THEN?

Customer Experience 0

Customer Experience B2C Retail System 0

Optimove

SEPTEMBER 23, 2021

We, of course, know why. The thing is, when it comes to revenue-generating B2C digital marketing, the ones who approach CRM Marketing as the strategic revenue pillar that it is, can attribute even as much as 33% of their revenue to it (as in, to “existing customers” buying with them again). Requires a little more homework.

CRM 64

CRM Trends Marketing B2C 64

Customer Bliss

NOVEMBER 14, 2017

At Zaius, Adriana’s job is to shape what the customer experience is – understanding how customers interact with them and vice versa. Adriana Zeman is the VP of Customer Success at Zaius, a B2C CRM platform for marketers. And of course, take some time to check out some of our older episodes! Tweet this).

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0

Horizon CX

FEBRUARY 22, 2018

Of course, one minute can feel like ten when you are standing there awkwardly waiting for someone to acknowledge your presence. In the article, Kann explains that what’s often missing is a smile , a key element of customer service and business interactions. However, we patiently waited until the representative made eye contact with us.

B2C 100

B2C Customer Service Representative B2B Interaction 100

delighted

SEPTEMBER 8, 2021

Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. ROI is, of course, important to FIGS, but for us, we know that some things are just right for the customer.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score Apparel 95

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. If our client relationship stopped with a sale, we would fail, and fast.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Hello Customer

APRIL 5, 2023

A customer journey map helps you visualize every interaction or experience your customers might have with your business. Once you’ve mapped all these interactions, it’s up to you to decide which of these interaction points or touchpoints are important for your company goals at this time. If not, we’ll recap it shortly.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

TechSee

AUGUST 19, 2019

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. For contact centers, key AI applications include workflow automation and agent decision support. The Devil is in the Data.

Customer Service 111

Customer Service Self Service Chatbots Contact Center 111

delighted

FEBRUARY 9, 2021

For example, sending a post-support survey 24 hours after an interaction versus 7 days after an interaction is likely to produce better results, since customers know why you’re reaching out, and have top-of-mind feedback to share.” – Sean Mancillas, Head of the Delighted Customer Concierge Team.

Survey 78

Survey NPS B2C B2B 78

Zeisler Consulting

OCTOBER 8, 2020

Transactional surveys are built with the more narrow focus on specific incidents and interactions: You buy something, you get a survey (think of the car salesman imploring you to ‘give me a ten’ on your forthcoming survey); You call in for tech support, you get a survey. They’re incidental and unplanned.

Survey 72

Survey Contact Center Effort Score B2B 72

Kustomer

JANUARY 11, 2022

Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone. Being able to hear the voice of the customers interacting with your business is vital to success. For example, a B2B organization will rely more on cold email campaigns than a B2C. Meeting Market Demand.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

TechSee

APRIL 2, 2019

That moment opened the world’s eyes to the potential of artificial intelligence, and since then the technology has, of course, come on in leaps and bounds. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

Hero Digital

APRIL 8, 2020

And while they are certainly having profound effects on how we are all doing business in the short term, they are also likely to change the way we interact with our employees and customers forever, moving forward. Originally a B2B e-commerce site, Alibaba was in the middle of pivoting to B2C to compete with eBay. CASE STUDY.

Banking 104

Banking B2C Healthcare Financial 104

SurveySparrow

FEBRUARY 9, 2024

A customer journey refers to the series of experiences or steps that your customer takes from the moment they learn about your brand, interact with it, and buy from you. 4 Deliver Better Experiences By following the customer’s journey, brands understand how their clients interact with the brand across all channels.

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

Customer Journeys 117

Customer Journeys B2C B2B e-support 117