SuiteCX

JANUARY 13, 2020

These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we? Do B2B and B2C maps really differ? We have found that B2B or B2C tend NOT to be the differentiators. We find that again, B2B and B2C aren’t really the key elements. B2C Example.

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Customer Bliss

NOVEMBER 7, 2017

Find a common outcome metric for everyone to look at and use to gauge success. There were different metrics within each different functional area that could be considered, but at the end of the day its about increasing sales, customer loyalty – things of that nature.

B2C 111

B2C Leadership Customer Experience B2B 111

CX University

JANUARY 30, 2024

The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. CX University emphasizes the importance of taking customer feedback seriously and using the NPS metric to enhance its programs and offerings. The responses are categorized as follows: Promoters (9-10), Passives (7-8), and Detractors (0-6).

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

Customer Bliss

NOVEMBER 7, 2017

Find a common outcome metric for everyone to look at and use to gauge success. There were different metrics within each different functional area that could be considered, but at the end of the day its about increasing sales, customer loyalty – things of that nature.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. Welcome to CX 101. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. You met their expectations.

B2C 78

B2C Customer Service Training Hospitality Training 78

Heart of the Customer

OCTOBER 6, 2021

There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. I’ve talked with hundreds of […].

B2B 109

B2B B2C ROI Metrics 109

Bold360

MARCH 29, 2020

This process took a year to nail down, but now the cadence for these metrics is solidly in place. John Hancock has multiple audiences they survey, including B2C and B2B customers. The post CXNext Live: KPIs That Live Up to Their Name: CX Success Metrics That Work appeared first on Bold360 Blog. How often to release them.

Net Promoter Score 52

Net Promoter Score Metrics B2B Measurement 52

CloudCherry

AUGUST 26, 2019

Part of this includes CX initiatives that are focused on tearing down walls and reducing friction in the customer buying process, usually by adopting new customer platforms and developing capabilities that mirror the success stories from the B2C space. Decision-makers want to hear about how CX can contribute to company revenue.

B2B 199

B2B Conference Metrics B2C 199

ShepHyken

OCTOBER 16, 2023

The metric that matters the most is the success and thriving of the customer’s business. Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government. Create a comprehensive digital experience encompassing partners, customers, and internal teams. Measure what matters.

Customer Experience 87

Customer Experience B2C Government B2B 87

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. Which metrics should you use to track to measure performance and demonstrate ROI? Choose the right metrics to measure success – measuring success through analytics will help you identify areas where you can improve the experience.

B2B 130

B2B B2C Touchpoint Customer Journeys 130

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. That’s easier to do in B2C. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”.

ROI 98

ROI B2B B2C Metrics 98

Forrester's Customer Insights

DECEMBER 11, 2022

But many struggle to measure success due to a lack of relevant metrics. My latest published report Drive Your Digital Experience Investments And Operations With The Right Metrics provides a […].

Metrics 26

Metrics Technology Marketing Measurement 26

Heart of the Customer

OCTOBER 14, 2021

There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2C 109

B2C B2B Customer Experience ROI 109

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It’s about driving real business results and significant value for the customer, moving beyond vanity metrics to create tangible impact.

Engagement 52

Engagement B2C Roadmap B2B 52

Lumoa

MAY 11, 2020

One of the most popular customer experience metrics is the Net Promoter Score or NPS. If you want to learn more about what and where to use specific customer experience metrics and KPIs, check out this article: “6 most popular customer experience metrics and KPIs explained simply”. This score involves just two questions.

How To 208

How To Net Promoter Score Feedback B2C 208

Influitive

AUGUST 25, 2021

There’s no question that developer marketing and relations requires a unique and multi-faceted strategy just as B2B or B2C customer marketing would. But what strategies and tactics make the most sense to start with and what metrics matter most for measuring success?

Marketing 52

Marketing B2C B2B Metrics 52

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

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Retently

NOVEMBER 27, 2023

Outsourcing companies, having extensive experience working with various B2C or B2B businesses, know which approach best suits your business goals and needs. Use your NPS as a valuable metric to track growing profit and customers’ overall sentiment of your brand.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BirdEye

DECEMBER 30, 2022

There are a few key metrics to pay attention to when looking at the posts that performed the best, including: Impressions. Business-to-consumer (B2C): Periods before and after work and typical times for lunch breaks tend to perform best. Engagement rate. Click-through rate. Account mentions. Likes, comments, retweets, etc.

Social Media 98

Social Media B2C Healthcare B2B 98

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. Since there have not been clear objectives, with observable metrics, success has been assumed. There’s a strong parallel between Customer Experience in the B2C world and Customer Success in the B2B.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.

B2B 78

B2B Trends Strategy B2C 78

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

CX Accelerator

FEBRUARY 6, 2019

There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! I've never focused on this as a metric so I have a couple of questions - 1. How do you metric-ize this? Nate Brown Love this challenge @brittanynaylor! So far it is looking great!

Contact Center 206

Contact Center B2C Ecommerce Knowledge Base 206

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’. Without its follow-up question, NPS is nothing more than a vanity metric! And the process differs in B2B and B2C.

NPS 52

NPS Net Promoter Score B2C Effort Score 52

Talkdesk

APRIL 8, 2016

There were four insights in particular that stood out to me in the webinar: Lesson 1: Think outside of the box when it comes to call center metrics. Like many call centers, SpotHero measures and tracks common call center metrics such as service level, average wait time and average handle time.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

Help Scout

MAY 13, 2021

A second consideration reflects a key difference in B2B versus B2C: Realize that in most cases, the human with whom you are interacting isn’t spending “their” money, so what they value will have a different flavor than a traditional B2C relationship. and “lowercase-i-incentives” (status amongst peers, achievement of key metrics, etc.)

B2B 63

B2B Tips Customer Experience B2C 63

Optimove

OCTOBER 17, 2023

Every business would love to give customers the kind of highly personalized attention the barista provided, but larger businesses with many locations, or online B2C businesses, cannot possibly interact with people at this same intimate level. As customers return, the barista fine-tunes service to each customer.

B2C 72

B2C Analysis Data Connections 72

Thematic

NOVEMBER 28, 2019

At the end of the survey, we run optional rating questions: To what extent has your executive team bough into in a CX metric or set of metrics? How extensively are your CX metrics tied to financial metrics at your company? To what extent do you tie open-ended customer feedback to your CX metrics?

Report 100

Report Survey ROI Net Promoter Score 100

Thematic

FEBRUARY 11, 2024

By using a 3-month rolling graph, they reduced volatility in metrics. Given that Adobe combines a variety of both B2C and B2B brands, their team had to design a complex solution that uses AI/ML, drives discovery and action, improves products and processes while closing the feedback loop with customers. The solution? Earned Growth.

Conference 62

Conference NPS Hotels Self Service 62

Oracle

MAY 26, 2020

Here’s how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. They looked at a few systems and eventually invested in Oracle B2C Service in May 2013 and later added Oracle Field Service. Lesson 3: Carefully choose, balance, and get baselines on your metrics.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

Retently

JUNE 28, 2023

Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? As it turns out, it might.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

GetFeedback

JUNE 3, 2019

For example, SMS surveys might be very effective when surveying a younger demographic in the B2C sector, whereas sending an SMS to the account owner on an enterprise software account might not be appropriate. Using first names can also help to reassure customers that the survey is meant for them.

Survey 186

Survey Customer Service Engagement Customers 186

Customer Bliss

APRIL 18, 2017

Even though MSA is a B2B company, one of the interesting things about their transformation efforts is that they look to “The Amazon Experience” — B2C — as a model. She believes the ease of those B2C transactions is influencing how B2B companies need to do business. The Metric Issue. Critical point here.

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118