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

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? Customer Satisfaction Doesn’t Drive Loyalty Behavior. And that’s the first issue.

Customer Satisfaction 92

Customer Satisfaction Customer Experience B2C Banking 92

Pink Guava

OCTOBER 7, 2019

How can Customer Satisfaction Studies support Business [5 Critical Ways] Do you have a comprehensive Customer Satisfaction program (CSAT program) to enhance and support your business? Are your Customer Satisfaction (CSAT) or feedbacks supporting you to retain your customers? -

Customer Satisfaction 40

Customer Satisfaction Study Net Promoter Score Effort Score 40

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 88

Customer Experience How To Competitive Advantage B2C 88

Lumoa

MARCH 20, 2018

If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start! Learn More about the role of AI in CX.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. They know that Customer Support teams interact with customers at key points in the relationship.

Customer Satisfaction 56

Customer Satisfaction Customer Success Customers Customer relationships 56

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

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

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? Customer Satisfaction Doesn’t Drive Loyalty Behavior. And that’s the first issue.

Customer Satisfaction 60

Customer Satisfaction Customer Experience B2C Banking 60

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

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

Thematic

JUNE 13, 2023

Then, use this information to improve your products and customer service experience. Ultimately, this information can increase customer satisfaction, loyalty, and retention. B2C and B2B businesses can both use VoC programs. Giant B2C companies like Adidas can use VoC to uncover faults in physical products.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

GetFeedback

JULY 25, 2018

When customer support team members aren’t equipped to offer a customized, helpful experience via rich profiles with a 360-degree view of the customer’s data, they often fail to deliver the support experience those shoppers have come to expect. Higher customer expectations. Source: Zendesk.

Omni-Channel 150

Omni-Channel Net Promoter Score e-support Touchpoint 150

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 146

NPS Comparison Survey Net Promoter Score 146

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. Prioritize customers and their experience Customers are critical to run a business and they will be the most important stakeholders in your business.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

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

Kayako

SEPTEMBER 20, 2018

In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. To deliver a great customer experience, you must be willing to invest in training and this should not be restricted to customer service teams alone.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

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

Feedbackly

MAY 25, 2023

It is a reliable metric that any B2B or B2C brand in any industry can use. Bigger picture of your CX NPS alone is not enough for brands to create a great customer experience for their clientele. When it comes to CX, factors like customer satisfaction, emotional experience, and effortlessness in doing business also matter a great deal.

NPS 52

NPS Metrics Effort Score B2C 52

SurveySparrow

FEBRUARY 27, 2024

Customers expect more, and to stay in the lead, you’ve got to tune into their needs closely. It’s a game-changer in retail, turning customers into loyal fans and, even better, into advocates for your brand. We have already defined that NPS is crucial for understanding customer satisfaction and loyalty.

NPS 52

NPS Retail Effort Score Loyalty Programs 52

C3Centricity

NOVEMBER 4, 2020

Clearly, things have changed dramatically and businesses, both B2C and B2B are scrambling to catch up. Here are some thoughts about what is important to know when trying to meet our stay-at-home customers’ changing desires: FROM TEXT TO VOICE. This is a 59% increase in August over July! roirevolution.com ).

Chatbots 177

Chatbots Self Service Customer Satisfaction CRM 177

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations. This is where digital customer success (DCS) comes in. What Is Digital Customer Success?

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

Oracle

APRIL 1, 2019

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Consider: Forbes notes that both B2B and B2C transactions have more touchpoints than ever before. Brands designing and delivering their omnichannel customer experience have more opportunities to get their CX right.

Omni-Channel 108

Omni-Channel Customer Experience Touchpoint B2C 108

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

Magellan Solutions

SEPTEMBER 9, 2020

This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. According to Forrester , more than 41% of customers expect live chat on websites. Live Chat Customer Satisfaction Statistics.

Trends 52

Trends B2C e-support Customer Satisfaction 52

Upstream Works

SEPTEMBER 15, 2021

Omnichannel is a foundational piece when it comes to modernizing the contact center and adopting the technologies needed to meet today’s customer expectations. A major issue in the contact center is the inability to properly manage their customer data. The move to omnichannel can be transformative.

Omni-Channel 78

Omni-Channel Contact Center Customer Centricity B2C 78

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Raw customer comments and sentiment. Repeat customer stories.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Trends 52

Trends Chatbots B2C B2B 52

PeopleMetrics

JANUARY 24, 2022

Continuously measure CX after key touch points, empower action to be taken after each high-impact customer response (including service recovery), real-time results, benchmarks and helping you make sense of it all with world-class reporting and storytelling. High-impact customers will be a regular topic on PeopleMetrics LIVE! ,

Trends 90

Trends Self Service B2B Roadmap 90

Comm100

SEPTEMBER 10, 2018

This, in part, is because ideal CX is all about instant answers and a friendly human that replies without wasting the customer’s time. Unfortunately, while this statistic might make sense, the data in our Live Chat Benchmark report has shown that the customer satisfaction rate for chat has dropped by over 3% this year.

Customer Service 113

Customer Service How To e-support Customer Journeys 113

Team Support

JUNE 29, 2020

Managing B2B customer support relationships is very different than managing individual consumers (B2C). When handling customer issues at a company level, you have to manage multiple contacts per customer, multiple tickets per company, and usually multi-layered issues.

Analysis 59

Analysis B2B B2C NPS 59

Bill Quiseng

MAY 10, 2023

FOCUS Focus on saving your customers time versus saving the company money. HUMAN TO HUMAN Customers don’t go to B2B or B2C companies. Customers don’t care how big your company is. And when you consistently deliver a little wow, you transform a neutral customer experience into a positive one. One to One.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Customer Experience Measurement: A successful customer experience requires continuous measurement and management.

B2B 98

B2B Customer Experience Roadmap Culture 98

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

ECXO

APRIL 13, 2023

Business models and culture – business practices and approaches to customer experience can vary across countries. For example, some may prioritise customer satisfaction as a key business objective, while others may focus more on price or product. What do customers expect? You need simplicity in CX.

Culture 52

Culture Customer Experience B2B B2C 52

PeopleMetrics

FEBRUARY 25, 2022

Set your CX cycle into motion, continually collecting new feedback as your make iterative improvements to touchpoints across your entire customer journey! Essential Elements of a Customer Experience Strategy. Voice of Customer (VoC) or customer listening. Customer effort score (CES). Customer satisfaction (CSAT).

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71