Lumoa

MARCH 12, 2023

Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues. A CX platform offers: Improved customer engagement. Having a 360-degree view of customers across all touchpoints means you can understand them better. Increased sales and revenue.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

Company 100

Company B2C Social Media e-support 100

SurveySensum

NOVEMBER 22, 2021

Difference between closed-loop feedback in B2B and B2C. How to close the feedback loop in B2C? I reached out to customer care which I heard was very good. It makes the employee feel they are closer to the customer and the company trusts them to take the right decision for the customers.

Feedback 52

Feedback B2C B2B Touchpoint 52

Innovative CX

JULY 13, 2022

Give authority to your sales team, your customer care team, your billing team, or whomever is in touch with the customer to satisfactorily solve the customer’s problem, immediately. If it happened to one customer, it may be happening to others – some of whom may not report it. Share it with your customers.

B2C 69

B2C Training B2B System 69

Lithium

DECEMBER 28, 2020

Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life. Brands win by leading in digital customer engagement. Proving the ROI of customer engagement is possible.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

Interactions

DECEMBER 10, 2020

These technologies should not only fit into the infrastructure of a company, but also support customer engagement. . This could look like technologies to enhance customer support and adding digital touchpoints. How to Select Your Conversational AI Partner. Deep domain knowledge is essential.

Technology 77

Technology Touchpoint B2C Ecommerce 77

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. Business customers care about what your brand stands for. As Forrester pointed out, focussing on post-sale customer engagement is crucial.

B2B 120

B2B Brands Innovation Government 120

Lithium

SEPTEMBER 12, 2019

Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life. Brands win by leading in digital customer engagement. Proving the ROI of customer engagement is possible.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

Although many topics were discussed at Engage, this article dives into some key takeaways that can benefit all digital customer engagement professionals in their effort to create customers for life. Brands win by leading in digital customer engagement. Proving the ROI of customer engagement is possible.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Pointillist

SEPTEMBER 10, 2020

While campaign management puts your customers into the context of marketer-defined campaigns, customer journey orchestration puts all the resources of your customer into the context of your customer’s individual experience. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Experience Investigators by 360Connext

MAY 20, 2015

Ask us about creating your customized, working evaluation tool. Digital is how we are doing business, both in B2C and in B2B. We help leaders with creating education around customer service, customer communications, social customer care, and delivering on customer experience missions.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Grade.us

DECEMBER 6, 2018

7 B2C Brands Offer Content Marketing Lessons & Inspiration Cook Up Email Marketing Automation With These 6 Recipes 5 Research Options You May Never Have Considered For Your Content. 10 B2B Content Marketing Pitfalls and How to Avoid Them - Any of these scenarios applies just as well to B2C marketing.

Resources 30

Resources Tools Marketing B2C 30

Magellan Solutions

SEPTEMBER 10, 2019

Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks. A call center provider handles all customer requests from inquiries, bookings to refunds, inbound to outbound, catering to businesses of all shapes and sizes. B2B and B2C lead generation.

Call Center 49

Call Center Call Center Solutions Contact Center Culture 49

Currency Alliance

JUNE 19, 2019

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. This was my second year on the judging panel at the Loyalty Magazine Awards.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience? Conclusion.

Tips 11

Tips Customer Experience Social Media CEM 11

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MAY 27, 2020

If it is a B2C then you would expect a higher volume of downloads along with a high churn rate. Let’s look at some of the common reasons for SaaS customer cancel. After the initial purchase, there are chances that the customer is not able to drive value out of your product. Fail to get ROI.

B2C 10

B2C Customers ROI Strategy 10

SmartKarrot

FEBRUARY 16, 2022

Enhancements in CX can reduce customer attrition by 10 to 15%, raise offer win rates by 20 to 40%, and reduce customer service costs by up to 50%. 80% of B2B buyers expect a purchase experience similar to that of B2C customers. B2B businesses that customize their e-commerce experiences outsell their competition by 30%.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Bold360

NOVEMBER 21, 2016

She is experienced with companies in the B2B and B2C industry sectors. “While a customer-centric culture is the new standard, according to Gallup…” 71% of B2B customers are not engaged across all industries and are at risk of being replaced; not because of products and services, but rather failing their customers.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40