Forrester's Customer Insights

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling.

B2C 44

B2C Marketing Survey Consumers 44

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. It’s totally different than B2C! B2B relationships with customers are often MORE personal than those in B2C. How do any of the CX ideas you discuss apply to us?

B2C 137

B2C B2B Customer Experience Culture 137

Truthlab

DECEMBER 7, 2017

Reading Time: 2 minutes Earlier in the week we talked about sticking to the fundamentals and how B2C has led the way in prioritizing customer experience. Here are some tips to help you start thinking about experience like your counterparts in B2C do: Think beyond the product or […].

B2C 127

B2C B2B Tips Customer Experience 127

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Magellan Solutions

JUNE 26, 2021

Here are some B2C Lead Generation Agency strategies you ought to know. B2C (Business to Customer) is the process of selling to individual consumers. That is why in this article, we’ll go over the top B2C lead generation tactics to help you and your BPO partner to produce more qualified leads. Content Marketing. TALK TO US!

B2C 52

B2C Strategy Social Media Advertising 52

Second to None

APRIL 23, 2019

Throughout history, relationships between customers and businesses have been defined by the available technology and existing societal standards. The first major advancement that reshaped the B2C relationship was steam. [2] With this technology available, new standards and expectations are set. New Modes of Transportation.

B2C 84

B2C Transportation Social Media Entertainment 84

Magellan Solutions

FEBRUARY 5, 2021

How do b2b and b2c lead generation strategies differ? B2C Lead Generation: B2C businesses communicate differently than a B2B firm. . On the other hand, a consumer might want a new piece of technology or some new clothes. . B2C depends more on branding, advertising, promotions, and so forth to spur sales. .

B2C 52

B2C Company Social Media B2B 52

Forrester's Customer Insights

OCTOBER 16, 2023

To dive deeper, I talked to B2C marketing leaders in the financial services industry across the region and learned more about their priorities, challenges, and best […]

Financial 58

Financial Marketing B2C Technology 58

Oracle

MARCH 28, 2019

What is B2C? The business-to-consumer landscape is constantly shifting, especially as new technologies appear that make it easier, faster, and more effective to sell directly to buyers. Check out these 3 ways B2C is changing along with the buying habits of the modern consumer, and how technology is helping keep the pace.

B2C 73

B2C Consumers Retail Ecommerce 73

Forrester's Customer Insights

MARCH 26, 2024

Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers. To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand.

Technology 61

Technology Marketing Touchpoint Consumers 61

CSM Magazine

MAY 5, 2023

Clearly there’s a direct link between reductions in consumer spending and the performance of B2C brands. The reality is that all of us will have to fight harder to win the hearts and minds of our customers over the coming few years, and that of course means a renewed focus on the people and technologies that drive your service delivery.

Technology 52

Technology Customer Service Self Service B2C 52

eglobalis

OCTOBER 22, 2017

In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design.

Customer Experience 322

Customer Experience B2C B2B Software 322

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. This could look like technologies to enhance customer support and adding digital touchpoints.

Technology 77

Technology Touchpoint B2C Ecommerce 77

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. Senior Partner of Technology, Tenet Partners.

B2C 124

B2C Customer Retention Strategy Brands 124

ENGAGE.cx

JULY 23, 2015

Perhaps the quickest decision for changes to the technology stack, a new CRM always seems to be top on the list and the process may sound a bit like this: You : “I want to know, beyond a shadow of a doubt, that your CRM is going to work for my business.”. These are just some of the key components of an effective B2C solution.

B2C 40

B2C CRM Technology How To 40

Optimove

DECEMBER 21, 2023

Marketers noted awareness of the marketing fatigue challenge and now are acting to mitigate its impact, by adjusting their marketing strategies and investing in the appropriate technology. Source: 2023 Survey of B2C Marketers) Our survey of B2C marketers reveals marketers are increasing investments in specific digital marketing strategies.

Consumers 111

Consumers Survey Brands Marketing 111

Forrester's Customer Insights

SEPTEMBER 9, 2019

I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […]. Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you!

B2C 41

B2C Meeting Resources Marketing 41

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. If you want to provide the best experience, it’s always preferred to combine technology with human resources.

Technology 52

Technology Customer Service Social Media Chatbots 52

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates.

Company 529

Company B2C Employee Experience Culture 529

Dapresy

MAY 16, 2019

Instead, we’d like to consider technology itself and what it really means to your business’s bottom line. B2B, B2C, and H2H. B2B marketers have recognized that we are all, ultimately, consumers, and have adapted their approach accordingly, borrowing from B2C strategies. So how does technology come into this? Conclusion.

Technology 70

Technology B2C B2B Healthcare 70

Forrester's Customer Insights

OCTOBER 25, 2022

Read our B2C marketing predictions for 2023. Short-term wins will be the name of the game next year. Yet a few savvy CMOs will blend both offense and defense into a smart growth strategy.

B2C 26

B2C Marketing Strategy Data 26

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

TeamSupport

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Solutions built primarily for B2C teams will place all their focus on each contact and moving their issue towards resolution.

B2C 40

B2C B2B Software Chatbots 40

Forrester's Customer Insights

JANUARY 27, 2020

B2C customer data platforms (CDPs): all the hype, none of the follow through. That summarizes the analysis of the CDP space in our inaugural report on the category in 2018. We continue to field client inquiries about the CDP market — but the tone from marketers has grown increasingly skeptical, and vendors are asking less […].

B2C 41

B2C Analysis Report Marketing 41

ijgolding

NOVEMBER 13, 2018

VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture. VOC TECHNOLOGY AND WHY IT’S IMPORTANT.

B2B 185

B2B B2C Automotive Retail 185

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. .

B2C 111

B2C Leadership Customer Experience B2B 111

Oracle

APRIL 5, 2018

We spoke with Lars Furtwaengler, VP of eCommerce & Merchandising at PureFormulas, a Markie Award finalist in the Best B2C Commerce Experience category. PureFormulas is a finalist for a Markie Award in the Best B2C Commerce Experience category. Can you tell us about how you’re creating memorable B2C experiences?

B2C 44

B2C Ecommerce Sports Tools 44

Hero Digital

MARCH 9, 2020

This evolution of personalization across B2B and B2C initially started with handcrafted campaigns, eventually leading to mass campaigns, customizations, and now sophisticated omnichannel experiences. Humans are naturally great at personalization—we just need to translate this into our technology. And that’s where the magic happens.

Interaction 52

Interaction Technology B2C B2B 52

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Magellan Solutions

AUGUST 25, 2021

Case in point: 3D technology market. In this article, we will discuss the direct relationship of 3D technology and outbound telemarketing services Philippines. The Coming of Age of 3D Technology. Telemarketing companies Philippines and 3D technology seem to belong in different business spaces. Telemarketing. TALK TO US!

Technology 52

Technology Marketing Call Center Automotive 52

Customer Bliss

NOVEMBER 7, 2017

Throughout his career, Ross has had extensive experience reviewing, designing, and implementing technology systems, including a successful enterprise-wide CRM implementation to all Hunter Douglas sales and service employees in 2013. .

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

Oracle

OCTOBER 9, 2019

This is a preview of the on-demand webinar, Digital Transformation of Customer Experience Management: The Role of Cloud Technology. Cloud technology plays a key role in helping brands take their CX management to the next level. For brands migrating toward cloud-based CX technology, there are a range of solutions to consider.

Customer Experience Management 65

Customer Experience Management Technology Customer Experience Management 65

Customer Bliss

AUGUST 31, 2016

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts. The company was sold in 2006 to Avid Technology (Nasdaq: AVID). You can follow TeamSupport on LinkedIn , Facebook or Twitter.

Omni-Channel 268

Omni-Channel B2B Customer Engagement Engagement 268

Totango

SEPTEMBER 7, 2021

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. Why Are B2B Client Engagement Strategies Different from B2C? Develop a 360 View of Your Customers.

B2B 80

B2B Engagement Self Service Strategy 80

Up Your Service

APRIL 30, 2017

Because winning with Service today is an essential strategy in EVERY industry, and only those with direct B2C contact like retail, hotels, and restaurants. This review first posted on the technology blog: [link] ) Thank you, Daniel. The post Uplifting Service – Book Review from Technology Guru appeared first on UP Your Service.

Technology 75

Technology Culture B2C Case Study 75

Forrester's Customer Insights

APRIL 28, 2022

The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly.

B2C 26

B2C Marketing Omni-Channel Customer Engagement 26