Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C. The problem?

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Thematic

FEBRUARY 11, 2024

The Sessions To dig deeper into AI, CX, EX and ROI, Medallia Experience had a packed agenda of sessions led by Medallia product people, consultants / speakers and practitioners. Chrissy Hura from Scientific Games did a great job explaining how her team links issues in digital experience to ROI.

Conference 62

Conference NPS Hotels Self Service 62

ECXO

APRIL 26, 2023

High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. This makes it easier to prove ROI. Co-operation with the CCO makes it easier to prove the business value (the ROI) of a CX improvement. The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Magellan Solutions

SEPTEMBER 9, 2020

Live chat gained the highest customer satisfaction level from 73% to 81% compared to 61% of email and 44% for phone according to Econsultancy. Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. 74% of B2C and 85% of B2B utilize it for sales.

Trends 52

Trends B2C e-support Customer Satisfaction 52

Think Customers

AUGUST 30, 2021

Keywords and trends, customer sentiment, and process analysis can help improve sales engagements and improve future interactions on the phone or through digital channels. If used correctly, CS solutions enable proactive engagement with customers to ensure they realize the full value of their purchases and derive value from the brand.

B2B 59

B2B Sales CRM Video 59

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. And expectations are set by the best experience on offer in B2B and B2C.

Culture 52

Culture Customer Experience B2B B2C 52

ENGAGE.cx

SEPTEMBER 14, 2015

Adobe also notes that for online retailers, 8% of their existing customers make up 41% of revenue. The bottom line is that now is the time for companies to destroy the myth that advertising delivers a higher ROI than the joint efforts of customer service and CRM – and wrap their arms firmly around improving customer experience.

Customer Experience 40

Customer Experience CRM ROI B2C 40

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Interactive Customer Experience (ICX) Summit. Where: London, UK. When: June 5 to 7, 2017. Where: Dallas, TX.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Magellan Solutions

MAY 16, 2021

Inobtrusive embedded live chat support on the customer’s buying journey is commended. There is a clear significance on customer satisfaction rating on various industries using live chat support. Satisfaction Rate. Whether for business growth, sales or ROI increase. These are the following: Industry. Real Estate.

Telecommunications 52

Telecommunications Transportation Ecommerce Banking 52

Lithium

AUGUST 8, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Digital Design Excellence. Regional Awards. NEW IN 2018: Industry MVP.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Digital Design Excellence. Regional Awards. NEW IN 2018: Industry MVP.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Digital Design Excellence. Regional Awards. NEW IN 2018: Industry MVP.

B2C 40

B2C Social Media B2B Brands 40

Lithium

SEPTEMBER 20, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Telstra, Sprint, Constant Contact. Surprise & Delight.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Telstra, Sprint, Constant Contact. Surprise & Delight.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Telstra, Sprint, Constant Contact. Surprise & Delight.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction. ROI, sales revenue). B2C Community Innovator. Telstra, Sprint, Constant Contact. Surprise & Delight.

Social Media 40

Social Media B2C B2B Metrics 40

ProProfs Chat

MAY 6, 2020

Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. Customer Experience Through Social Media. Customer Experience & Engagement Statistics.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. The team has evolved quite a bit since I started here. What metrics do you watch closely?

Customer Success 0

Customer Success B2C NPS e-support 0

CX University

JANUARY 15, 2020

Even though most complaints happen on the airplane, by using machine learning, customer service teams can improve customer satisfaction and reduce handle time. One of the best ways for a company to improve its CX is to effectively communicate with customers to resolve the issue, give support and respond to feedback.

Industry 52

Industry Airlines Ecommerce Social Media 52

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. The team has evolved quite a bit since I started here. What metrics do you watch closely?

Customer Success 60

Customer Success B2C NPS e-support 60

LiveChat

NOVEMBER 20, 2018

By incorporating the IoT, it is possible to not just improve sales but even enhance customer experience. But the IoT is not limited to the B2C segment. It can help improve customer experience in the B2B market as well. Let’s take a look at how the IoT can help you improve customer experience. #1. The IoT and e-commerce.

Customer Experience 78

Customer Experience e-support B2B Transportation 78

Feedbackly

SEPTEMBER 26, 2018

Expectations for B2C as well as B2B customers. Customer feedback is how you will benchmark your customer satisfaction and be confident making business decisions to rectify shortcomings. The ROI of Good Customer Experience. Customer Loyalty and Lifetime Value. And can we blame them?

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Currency Alliance

OCTOBER 12, 2020

And it does not matter if you are B2C, B2B, or B2B2C. Rather, I will explain why the industry is changing and why your company needs to collaborate with complementary brands in order to double or even triple engagement with customers. And, as you know, satisfied customers are the ones who become loyal.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Talkdesk

JULY 31, 2017

Why should the customer have to call you back? Many B2C companies use us and they want to talk to their customers, to find out what’s going on. When they don’t design around the customer it usually does not end well. Our customers see an increase in customer satisfaction, coupled with an increase in agent productivity.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

Why should the customer have to call you back? Many B2C companies use us and they want to talk to their customers, to find out what’s going on. When they don’t design around the customer it usually does not end well. Our customers see an increase in customer satisfaction, coupled with an increase in agent productivity.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

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

Heart of the Customer

MARCH 12, 2021

If a company handles them well, customers will forgive the occasional lapse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer. Operational mistakes happen.

Company 167

Company ROI Customers Metrics 167

Lumoa

MARCH 12, 2023

If you want to improve customer satisfaction, focusing on a platform that offers great personalization and real-time analytics might be best. Free Trial: Create your 30 day free trial account Aiwo Aiwo specializes in customer contact intelligence. Defining your business objectives and the goals you want to achieve is essential.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

BirdEye

NOVEMBER 7, 2023

Speedy responses Quick replies are one of the important elements of increased customer satisfaction. By using text abbreviations, you can speed up conversations and ensure that your customers do not wait for long to get their queries resolved. For instance, customers would likely skim through a lengthy text about a sale.

How To 113

How To Social Media Communication ROI 113

Centercode

OCTOBER 28, 2020

For nearly two decades, Centercode has provided leading platform and managed service customer testing solutions that help companies turn good technology into great products. A new study revealed that organizations leveraging Centercode saw a 646% return on investment (ROI) from customer testing over three years.

Return on Investment 69

Return on Investment ROI B2C Study 69

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

Comm100

JUNE 1, 2022

Both B2C and B2B organizations that don’t offer live chat are missing out on significant benefits that extend beyond providing high quality customer service. When surveyed, 66% of customers say that they feel that they are “treated as any other generic customer, not as an individual with my own needs”.

Software 130

Software Multi-Channel Chatbots B2C 130

Kustomer

DECEMBER 31, 2020

Having over 20 years of customer service experience, Annette Pedroza helps companies uncover their CX potential by showing ways in which they can improve their overall customer service techniques as a brand. We’ve got to get a little better on ROI focus. I’ve used it in multiple business models, B2B, B2C.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

GetFeedback

NOVEMBER 18, 2019

Follow the steps outlined here, and you should be well on your way to delivering a better experience for your customers. Customer Satisfaction Score: A Free Guide. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. She has worked with both B2B and B2C brands in a multitude of industries.

Feedback 199

Feedback How To Analysis Survey 199

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. 15% targeted solely B2C clients. 14% had never used NPS at all.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

C3Centricity

DECEMBER 3, 2018

With so much information available today, marketing is being challenged to demonstrate its ROI. This might explain why they are still putting their efforts into brand building, sometimes to the detriment of their customers, consumers and clients. You will immediately make noticeable progress. MARKETING IS TOO BUSY BUILDING BRANDS.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149