Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B customer service may be manual or automated.

B2B 92

B2B Customer Success Customer Service B2C 92

Oracle

APRIL 5, 2018

Next week at Oracle Modern Customer Experience 2018 in Chicago, the Markie Awards ceremony will take place, where winners in 19 categories of marketing and customer experience excellence will be announced. Tell us a little bit about PureFormulas and the great things you’re doing in customer experience.

B2C 44

B2C Ecommerce Sports Tools 44

Optimove

APRIL 16, 2020

Scrambling to catch up, we rushed into mass emailing our customers, quickly reducing budgets and continually feeling as if we are one step behind. As purchases dropped, many rolled out an aggressive discounting strategy to entice customers to buy. However, marketers would be wise to phase customers back to their original AOVs.

B2C 52

B2C Marketing Apparel Tips 52

BirdEye

MARCH 10, 2022

Table of contents Chapter 1 Referral marketing explained Why word of mouth is so important What is a customer referral program? Word of mouth marketing is effective because it helps businesses: gain customer trust establish social proof remain at the top of customers’ minds. What is a customer referral program?

Marketing 98

Marketing B2C How To Rewards Programs 98

Daniel Group

JULY 17, 2020

Welcome to Success Strategies. B2B Customers have a very different set of needs to be happy with your company and to remain loyal. Compared to B2C, the B2B purchase is not a one-time, one-on-one interaction. The B2B provider is often an extension of the customers’ business operations. Please stay safe and well.

B2B 52

B2B B2C Feedback Survey 52

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Personalized Offers Lead to Loyal Customers.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 223

Customer Service Chatbots Banking Engagement 223

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer.

B2B 129

B2B B2C Touchpoint Customer Journeys 129

SurveySensum

DECEMBER 12, 2023

Customer feedback surveys give you insights into understanding their needs and hence improve business products and services. However, the problem is that customer feedback surveys can be vulnerable to malicious attacks. That means it is important that you take care of all security measures to strengthen customer’s data.

Survey 52

Survey Policies B2C Customers 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Expanded roles and responsibilities: how will customer success evolve in 2024?

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Financial Customer Centricity B2C 52

SmartKarrot

JULY 21, 2020

There are basically two categories in which your business would fit – B2B and B2C. While in the B2C category, you would want to target your product to direct consumers. In both the categories you need to ensure that you retain your customers. Hence, customer success has a key role to play in both kinds of businesses.

B2C 10

B2C B2B Customer Success Customer Journeys 10

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Tips Customer Experience B2C 49

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. How did you get started in Customer Success, and how did you get to where you are today?

Customer Success 0

Customer Success B2C NPS e-support 0

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 94

B2B Customer Experience Roadmap Culture 94

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ModSquad

JANUARY 16, 2020

Your team is effective and efficient, notifying customers about the status of their order, taking calls and answering emails, and responding quickly to urgent matters. To grow your business rather than keeping it flat, you have to create a compelling, conversation-based engagement strategy with your audience. That’s right.

Engagement 72

Engagement Customer Engagement Social Media How To 72

Avaya

MAY 28, 2019

But what does a great customer experience actually look like? Answering this question is key for businesses to competitively differentiate, transform customer relationships, and accelerate revenue generation. What happened here was an inability to keep pace with an evolving customer base. It’s almost like a marriage.

Customer Experience 80

Customer Experience Retail B2C Social Media 80

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

ProProfs Chat

DECEMBER 23, 2020

Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Let’s get started!

Effort Score 87

Effort Score Analysis Knowledge Base Customers 87

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first. I advocate for immediate action in this space.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

Amity

SEPTEMBER 25, 2017

Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. I’m the Vice President of Customer Operations at HelloSign. How did you get started in Customer Success, and how did you get to where you are today?

Customer Success 60

Customer Success B2C NPS e-support 60

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Humanizing the Customer Experience.

B2B 95

B2B Company B2C Customer Centricity 95

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Magellan Solutions

MAY 13, 2020

Telemarketing services are necessary for businesses as it is a faster and more reliable process to get more customer bases. It helps you connect with previous, existing, new, and potential customers. . Here, the telemarketers are the ones to initiate the call to the potential customers. Outbound Telemarketing .

B2C 52

B2C B2B Advertising Sales 52

Amity

JANUARY 30, 2019

In a previous post we tackled the question of ‘what is customer success?’ ’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us. Establish executive buy-in.

Customer Success 61

Customer Success Customer Journeys Customers Training 61

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. The customer needs to reach out to your contact center.

Management 52

Management Customer Experience Feedback Employee Experience 52

Team Support

MAY 5, 2020

Believe it or not, some companies are still relying on spreadsheets to manage different areas of customer support. Other signs include no software integrations (which creates duplicate work), software not matching their industry (B2B vs B2C) , and no set standards for responding to customers based on their issue severity.

Software 59

Software B2C Advertising B2B 59

CSM Magazine

NOVEMBER 29, 2017

According to a research conducted by McKinsey and Company, 25% of customers will leave after just one bad experience. Most businesses are not designed on big enough margins to sustain this kind of a hit – yet they risk it every day because they believe in their product or service more than their customers’ experience.

B2C 58

B2C B2B Industry Customers 58

West Monroe

NOVEMBER 18, 2021

Customers continue to rapidly expand their subscription service consumption while simultaneously underestimating what they spend on it. Enhancing the ease of user interface, maintaining ongoing customer support strategies, and driving adoption in a scaled fashion are key strategies in both consumer and business IT.

B2B 40

B2B Marketing B2C Software 40

West Monroe

NOVEMBER 18, 2021

Customers continue to rapidly expand their subscription service consumption while simultaneously underestimating what they spend on it. Enhancing the ease of user interface, maintaining ongoing customer support strategies, and driving adoption in a scaled fashion are key strategies in both consumer and business IT.

B2B 40

B2B Marketing B2C Software 40

ERDM

JUNE 10, 2019

We were honored to learn that our article was selected as a winner in the 2019 Customer Experience Update MVP Awards, in the Vision and Strategy category! But there's a catch — marketers must use that information to gain a deeper level of understanding of customer's needs! What they want to be communicated about.

Measurement 40

Measurement Customer Engagement Engagement Data 40

ModSquad

JANUARY 16, 2020

Your team is effective and efficient, notifying customers about the status of their order, taking calls and answering emails, and responding quickly to urgent matters. To grow your business rather than keeping it flat, you have to create a compelling, conversation-based engagement strategy with your audience. That’s right.

Engagement 40

Engagement Customer Engagement Social Media How To 40