Kitewheel

MARCH 6, 2020

Every year, Kitewheel reflects on how our clients and the customer journey industry have changed. We call this analysis of customer journey data our State of the Customer Journey report. This report shares insight into what industries and departments are leading the charge on customer journey management.

Customer Journeys 52

Customer Journeys Interaction B2C B2B 52

Lumoa

MAY 5, 2022

CX is the customers’ experience of the product or service itself. Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. The Benefits of a Customer Experience Strategy CX is indispensable to compete and grow profitably in the market.

Strategy 277

Strategy Customer Experience How To Analysis 277

Hello Customer

APRIL 5, 2023

In turn, organizations understand that offering a smooth customer experience without obstacles is essential to set yourself apart and to become a brand that customers love to buy from. Start from the customer journey Companies often don’t create friction on purpose. If you’ve already made a customer journey map, great!

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

CSM Magazine

APRIL 30, 2024

The goal is an extensive revamp of Graphisoft’s web-to-cash process, creating a seamless customer experience in line with its new SaaS model through an easy and flexible B2C e-commerce platform. Graphisoft is evolving its internal systems to support its fundamental shift in business model from perpetual to SaaS.

Groups 52

Groups Multi-Channel e-support B2C 52

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. CSAT can also easily adapt to the particular needs of your organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Bold360

NOVEMBER 6, 2018

What they don’t know is that only a small portion of your budget is dedicated to keeping them as a customer, so disappointment is likely coming. 1 How are you going to meet the high expectations you’ve set in the acquisition phase if your company isn’t as invested in the customer acquisition phase? But there is good news.

B2C 209

B2C Customer Retention ROI Customer Journeys 209

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. B2B vs. B2C Customer Service. Create processes that enable you to obtain quality customer feedback.

B2B 92

B2B Customer Success Customer Service B2C 92

Thunderhead

MAY 28, 2019

Fittingly, customer journeys have themselves been on a journey. Being based on campaign objectives, the traditional ‘journey’ definition tended to be campaign- or program-based; think cross-sell or welcome, respectively. Overused, yet misunderstood: What is a ‘customer journey’? A more considered view.

Customer Journeys 45

Customer Journeys Competitive Advantage Customer Centricity B2C 45

Totango

FEBRUARY 11, 2022

B2B customer experience consists of the total set of thoughts, emotions, and behaviors that B2B clients undergo when interacting with your brand. This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

They’re buying systems or parts or consulting or medicine. So, yes, my non-B2C friends…customer experience is for you, too. How to Apply Customer Experience to Business-To-Business (aka B2B). Here’s the short version – B2B customer journeys can be more complex and challenging.

Healthcare 143

Healthcare B2B Industry B2C 143

Retently

NOVEMBER 27, 2023

Surveying channel that fits with your target audience: Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insight into where and when to survey their customers. Benefits of outsourcing your NPS process 6.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Customer Bliss

JULY 7, 2016

I’m honored that we have had 12 guests in my podcast series, with the most senior leaders from the insurance, entertainment, not for profit, healthcare, automotive, library system, government, technology and car rental industries. There had been a traditional, ‘analog’ delivery system in place and his team wanted to digitize it.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

NICE inContact

MAY 22, 2018

If systems management software shuts down, that could bring an entire business to a grinding halt. 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.

B2B 120

B2B Customer Experience B2C Contact Center 120

SurveySensum

JANUARY 12, 2024

The Problem with Generic Feedback: 5 Strategies for Humanizing Customer Feedback: Embrace Active Listening: Go Beyond Numbers: Understand Emotions: Personalize Engagement: Embrace Transparency and Collaboration: Humanize Your Communication: Tips to Help you Create Personalized Engagement with your Customers.

Feedback 52

Feedback Engagement Strategy Customer Journeys 52

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. Truth be told, this is easier written than done but possible. He holds an MBA at J.L.

B2B 98

B2B Customer Experience Roadmap Culture 98

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 15

B2C Omni-Channel Customer Experience Customer Journeys 15

Kerry Bodine

JANUARY 12, 2019

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. If so, please share them below.

Customer Journeys 136

Customer Journeys B2B B2C Interaction 136

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. In both the categories you need to ensure that you retain your customers.

B2C 10

B2C B2B Customer Success Customer Journeys 10

Lumoa

NOVEMBER 30, 2022

They can also be used for experience mapping , which is a detailed visualization of a customer’s experiences with your product or services over time. This is beneficial because it puts you in the customer’s shoes and helps you to better understand how customers feel at various touchpoints throughout the customer journey. .

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Oracle

MARCH 2, 2020

Driving Innovation with CX Journey Mapping. Journey mapping session featuring Patrick Sells, Principal CX Strategist, Oracle and. Journey mapping session featuring Patrick Sells, Principal CX Strategist, Oracle and. Managing this growth requires proven processes and systems to support the business.

Customer Journeys 40

Customer Journeys Conference Customer Centricity Retail 40

Kerry Bodine

JANUARY 22, 2019

In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. If so, please share them below.

Customer Journeys 120

Customer Journeys B2B B2C Interaction 120

Oracle

MAY 26, 2020

Pella’s passion for quality and innovation goes beyond the products and encompasses every part of the customer journey. ” Traci went on, “Our random experiences largely came from the disparate systems we used for customer service. They were disconnected. home owners, builders) and partners (e.g.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Step 2: Define and enhance customer journeys. Step 1: Set clear goals.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Confirmit

JULY 10, 2019

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Faith Adams, Senior Analyst, Forrester Research, Inc.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

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

Customer Bliss

DECEMBER 13, 2016

Areas of strength include: • P&L Management, Growth Strategy Development & Execution, • Operations Management and Performance Systems, • Global Marketing Management, Product Management, Sales Management. Adopted Net Promoter system to prove the correlation in both customer results and growth. They’ll deflect.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

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. Do you love CEM as much as we do?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Talkdesk

FEBRUARY 13, 2020

From a recent study in Harvard Business Review , “The cost of a do-it-yourself transaction is measured in pennies, while the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and more than $13 for a B2B company.”

Virtual Agent 54

Virtual Agent Self Service Customer Experience Contact Center 54

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Super-charging Customer Acquisition.

Brands 98

Brands How To Advertising B2C 98

Interactions

DECEMBER 10, 2020

Conversational AI is important to the success of a CIO because it has the capability to transform CX, the digital customer journey, and the strategy of an organization. Conversational AI completely adjusts the operating model of a typical customer experience department, but the entire organization will reap the benefits.

Technology 77

Technology Touchpoint B2C Ecommerce 77

Innovative CX

JULY 1, 2020

As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on. All these activities are time well spent in the pursuit of a better customer experience.

Customer Experience 52

Customer Experience Customer Service Representative Customer Journeys B2C 52

CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C.

Brands 52

Brands B2C Self Service e-support 52

Confirmit

JULY 10, 2019

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Faith Adams, Senior Analyst, Forrester Research, Inc.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

ClearAction

DECEMBER 31, 2015

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 48

Customer Experience Case Study Customer Journeys Net Promoter Score 48

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Say a customer contacts your support team because they run into a problem. High costs.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Confirmit

JUNE 26, 2019

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. Prior to joining the research team, Faith spent nine years working in customer and patient experience. Faith Adams, Senior Analyst, Forrester Research, Inc.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40