Wootric CX Blog

FEBRUARY 25, 2021

Customer expectations drive the value of CX. Continuously meet or exceed expectations, and delighted customers will return and even become vocal advocates for your product and brand. . Don’t let the terms B2C (Business to Consumer) and B2B (Business to Business) confuse you. What are their expectations?

B2C 69

B2C B2B How To Feedback 69

Storyminers

JULY 29, 2016

And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience. Your customers will return repeatedly, spend more money, and rave about you to others on social media.

B2C 88

B2C B2B Hospitality Social Media 88

Wired and Dangerous

FEBRUARY 4, 2019

They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed! It means inventing tools that can quickly translate frontline wisdom about customers into alterations in how their service is delivered.

Customer Expectations 87

Customer Expectations Customers Loyalty Customer Experience 87

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Just as we want our customers to come back, we want our employees to stay.  .

Self Service 137

Self Service Customer Experience Customer Service B2C 137

Kustomer

APRIL 5, 2021

You should follow that same mindset when it comes to your relationships with customers. The way you approach a customer varies depending on the type of business you are in. Whether it’s B2C or B2B, both are equally as important. This can only happen when you understand and have access to, your customer’s history.

B2C 101

B2C B2B Loyalty Customer relationships 101

ShepHyken

APRIL 22, 2024

The article includes my comment that Amazon has educated its customers about what a great experience looks like.” It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ShepHyken

OCTOBER 16, 2023

Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives. To handle customer experience (CX) on a large scale, go beyond manual, human-driven processes. Create a comprehensive digital experience encompassing partners, customers, and internal teams. Embrace AI.

Customer Experience 89

Customer Experience B2C Government B2B 89

ShepHyken

JANUARY 2, 2024

Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Why is employee experience becoming increasingly important in customer experience?

Customer Experience 87

Customer Experience How To Competitive Advantage B2C 87

Middlesex Consulting

MAY 31, 2015

2) About two years ago I co-authored an article in SupportIndustry.com about the six sources of B2B customer expectations. But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect.

B2C 60

B2C B2B Omni-Channel Customer Experience 60

Forrester's Customer Insights

OCTOBER 29, 2019

Efficiency gains and improving brand affinity via customer experience will dominate B2B marketers' thinking in 2020.

B2C 28

B2C Customer Expectations Marketing B2B 28

GetFeedback

DECEMBER 21, 2018

Following a negative customer interaction, 58% of Americans would never use that company again. ( 82% of consumers have stopped doing business with a company because of bad customer service. 67% of customer churn could be avoided if the business resolved the customer’s issue during their first interaction.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Bill Quiseng

JUNE 21, 2023

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so tediously repetitive that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers don’t seek B2B or B2C businesses. Be Magnificently Boring!

Loyalty 134

Loyalty B2C Hotels B2B 134

BlueOcean

SEPTEMBER 27, 2021

As such, it’s not uncommon to see customers comparing other brands—even B2B brands—against the giant. It might be unfair to compare businesses who are either much smaller or in a very different industry to Amazon, but that’s simply the reality of customer expectations. different methods to accurately measure customer experience.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

West Monroe

JULY 24, 2023

Peterson Chief Economist, The Conference Board How have innovators like Amazon changed customer expectations in all industries? From an action-oriented approach, a macro-level change in the B2C industry is now forcing change in industries that are pro- originally B2B that didn't have to look into the B2C world.

B2C 98

B2C Innovation Healthcare Industry 98

Optimove

OCTOBER 26, 2023

Why it matters: Without the harmonious operation of a Customer Data Platform (CDP) and a Multichannel Marketing Hub (MMH), B2C marketers looking to employ Customer-Led Marketing strategies risk alienating customers with mistimed, irrelevant, and impersonal messages.

Customer Experience 69

Customer Experience B2C Social Media Touchpoint 69

ShepHyken

AUGUST 1, 2022

(CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. Can you deliver?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

Esteban Kolsky

MARCH 17, 2022

more and more people and companies went online and more transactions where happening between consumers and single-person customers than between businesses. the pendulum swung to the other end (nee customer centricity), and we were (as almost always) caught un-prepared. this is where Michel Foucalt comes in. stay tuned.

Omni-Channel 158

Omni-Channel CEM CRM B2C 158

Oracle

OCTOBER 30, 2018

Let’s take a look at three: profitable growth, customer expectations, and omnichannel realities. Customers who consistently enjoy positive brand experiences tend to buy more and buy more often, spend more when they buy, cost less to serve, recommend and advocate, and forgive mistakes. Customer Expectations.

Multi-Channel 244

Multi-Channel Omni-Channel Competitive Advantage B2C 244

NICE inContact

MAY 22, 2018

All customers expect their issues to be resolved in the fastest way possible – the recent NICE inContact CX Transformation Study found that speed is the leading indicator of exceptional customer experience. Speed isn’t the only factor that matters, though – customers expect every interaction to be personalized, too.

B2B 120

B2B Customer Experience B2C Contact Center 120

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI How To Touchpoint Hotels 309

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Let’s look at some other major differences between B2B and B2C customer experience. #1.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Customer Bliss

MARCH 8, 2019

He shares that this was an outdated way of thinking and understands that B2B companies now need to emulate the best B2C practices. There’s a digitally native generation that’s entering the buying and selling workforce and have different expectations of how their technologies should function. This is the process they have to follow.”

B2B 137

B2B Software Customer Journeys Company 137

Kayako

JUNE 16, 2022

For many years companies believed that customer service was the vanguard for building customer loyalty. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Lower Customer Service Agent Turnover.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Kayako

JULY 28, 2022

When customers arrive at your site looking to solve a problem, their experience with the interface is very important. Customers expect a single entry point and want to locate information and help quickly. To enable ease of use for customers, companies should centralize and organize their knowledge base in one place.

Self Service 247

Self Service Customer Service Management Knowledge Base 247

GetFeedback

AUGUST 14, 2019

Involve them; train them; teach them what they need to know about your customers, the customer experience, customer expectations about the experience, and their impact on the experience. Review and refresh your Voice of the Customer (VoC) program. Map the customer journey. Have you gotten feedback from them?

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Team Support

SEPTEMBER 6, 2019

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. They’ve got projects and employees to manage.

B2B 60

B2B Self Service Customer Service B2C 60

Forrester's Customer Insights

MARCH 21, 2023

Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. That’s a tough job if your martech ecosystem is overly complex or badly integrated – or both.

B2C 26

B2C Marketing Strategy Customer Expectations 26

Innovative CX

JANUARY 23, 2023

If the core of your business is exceptional customer service, then outsourcing to a third party can be financially beneficial but detrimental to your customer relationships. Provide varying levels of service especially to high value customers. It doesn’t matter…B2C or B2B. We are all customers.

B2C 52

B2C B2B Customer relationships Exceptional Customer Service 52

ShepHyken

OCTOBER 25, 2021

Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

SmartKarrot

AUGUST 10, 2020

So have customer expectations. With the advent of digitalization and cut-throat competitions redefining the business landscape across industries, customers have more options to pick from. This puts substantial pressure on businesses to deliver higher-quality products and services, and also a better customer experience.

Customer Expectations 19

Customer Expectations Social Media Customer Retention B2B 19

SurveySensum

NOVEMBER 22, 2021

Why is the Outer Customer Feedback Loop important? . How to make the Outer Customer Feedback Loop successful? Difference between closed-loop feedback in B2B and B2C. How to close the feedback loop in B2C? It eventually improves your response rate when the customers feel that their feedback is taken into consideration.

Feedback 52

Feedback B2C B2B Touchpoint 52

Forcivity Salesforce

APRIL 19, 2022

Personalization is the best way to approach these evolving expectations. Expectations of the modern customer. Customer expectations have evolved alongside technology. Customers now expect streamlined, omnichannel experiences when they interact with a brand. How to improve customer experience.

Omni-Channel 52

Omni-Channel Customer Experience B2C B2B 52

CX University

SEPTEMBER 10, 2021

Across industries in B2B and B2C, CX is the new battlefield for companies, where customers are won, lost and held onto. Role models of B2C CX like Ritz-Carlton are plentiful, but when it comes to naming CX stars in B2B, examples are rare. So what does CX have to do with the rough and ready world of transportation and logistics?

Groups 94

Groups Transportation Net Promoter Score B2C 94

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. Customer Success is about ensuring B2B customers achieve their desired outcomes from the relationship with their vendor. Defining a Successful Customer Experience Project. written by.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74