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. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Identify sentiments, complaints, and trends for actionable insights with AI-powered text analysis.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Retently

JULY 16, 2024

For some B2B companies, getting 50 NPS survey responses might be significant, while some B2C companies would need at least a few thousand responses just to consider the results statistically reasonable. That number depends on several factors and differs from business to business.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction B2C 148

Callminer

FEBRUARY 27, 2019

Focus on gathering ‘actionable insights.’. Many companies face the issue of gathering lots of customer data but don’t know how to actually derive actionable, meaningful insights from it. To make sense of your customer data, getting actionable insights is essential. demographics) and implicit (i.e.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

DECEMBER 18, 2024

Launch, analyze, and extract actionable insights from your NPS program with SurveySensums NPS experts! Source: Retently 2024 NPS Benchmarks for B2B & B2C Analyze and benchmark your NPS with SurveySensums NPS experts and stay ahead of the competition! a purchase or support call) provides actionable insights.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

SurveySensum

DECEMBER 2, 2024

SurveyOL Another robust Confimit alternative is SurveyOL gives you the power to extract actionable insights across a variety of areas, from customer satisfaction to product feedback and employee engagement, with no restrictions on the number of questions, collectors, or responses.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

ECXO

JULY 8, 2024

This article delves into the intricate relationship between digital product design and these two pivotal aspects, highlighting key principles, case studies, and actionable insights for technology companies striving to enhance their market presence and user satisfaction. However, perceptions of ease of adoption vary among individuals.

Touchpoint 156

Touchpoint Technology Technology VOC 156

Ameyo Callversations

OCTOBER 28, 2022

In reality, the problem lies with the inability of such businesses to translate data into meaningful and actionable insights. After all, data-driven insights act as the glue that cements personalization, engagement, retention, and other desirable entities to truly woo the customer.

Artificial Intelligence 98

Artificial Intelligence Machine Learning B2C Actionable Insights 98

CX Journey

DECEMBER 18, 2014

Regardless of the type of business - B2B, B2C, or any other combination of letters - it is people who decide whether they had a good experience as your customers or if they should try someone else. Customer Centricity is about knowing who your best customers are – beyond demographics and persona definitions.

Customer Experience 76

Customer Experience B2C Actionable Insights Customer Relationship Management 76

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.

VOC 40

VOC B2C Actionable Insights Touchpoint 40

Retently

MARCH 14, 2023

NPS is a versatile metric popular across various B2B and B2C industries, including SaaS, healthcare, finance, insurance, and other industries where customer satisfaction and loyalty are critical for business success. Timing Product reviews are gathered after a customer purchases and engages with the product.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights.

VOC 40

VOC B2C Voice of the Customer Actionable Insights 40

Customer Bliss

MAY 17, 2016

How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers). “Actionable insight is key,” explains Mark. It needs to be actionable insights.

CX Transformation 32

CX Transformation CX Actionable Insights B2C 32

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. But of equal importance in terms of top two mentions, is the desire to generate insights. But that is a small investment for the huge returns that have been proven.

Social Media 118

Social Media Retail B2C Customer Service 118

Retently

SEPTEMBER 6, 2018

In this guide, we’ll look at the key differences between relationship and transactional NPS ( tNPS ) to help you understand how each survey method can enable business growth, increase retention and generate more actionable insights from your customers. The ‘What’ and ‘When’ of Relationship NPS.

NPS 66

NPS Net Promoter Score Actionable Insights Sentiment Analysis 66

SurveySensum

DECEMBER 4, 2024

Source: Retently 2024 NPS Benchmarks for B2B & B2C Therefore, a good NPS score in banks and other financial services will be 31 or any number above it. Taking Action on Feedback: Banks often struggle to convert the feedback received into actionable insights. . → Suggested Read: How to Implement NPS in B2B ?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Zendesk

OCTOBER 20, 2023

Document customer service workflows and processes A customer service workflow is a sequence of actions for a particular task from initiation to completion. B2C companies have a customer base of individual consumers, whereas B2B companies deal with businesses.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Gainsight

MARCH 18, 2019

The B2C product experience has set a high bar for B2B products. Your usage analytics tool shouldn’t just give you an idea of what customers do in your product, it should give you actionable insight and help you carry them out. Are you missing out on engagement opportunities? It’s too big of a risk to settle for anything less.

Touchpoint 58

Touchpoint B2C Actionable Insights B2B 58

C3Centricity

DECEMBER 3, 2018

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. But of equal importance in terms of top two mentions, is the desire to generate insights. ( Source ).

Social Media 87

Social Media Start-ups CRM B2C 87

Lumoa

MARCH 12, 2023

Actionable insights and learnings that help your business grow. Analytics derived from customer contacts are used by the company to reduce costs, identify operational inefficiencies, and improve service for large B2C businesses. The result? Their ultimate goal is to enable you to improve the customer experience.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Lumoa

APRIL 24, 2018

to be able to identify actionable insights on which you can take action to improve the customer experience." It can be used in both B2C and B2B settings, but it also comes handy for HR and OD professionals to improve the employee experience — even the candidate selection and recruitment process. linkedin twitter Why ?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Gainsight

JANUARY 8, 2019

Whether you’re in B2B or B2C, a startup or a Fortune 500 company, you’ll find relevant content at Dreamforce. This event brings together SaaS professionals to learn best practices and actionable insights from founders, executives, venture capitalists, and journalists. Europe, Middle East, and Africa (EMEA). Event Website.

B2B 45

B2B Entertainment Machine Learning B2C 45

Customer Bliss

FEBRUARY 8, 2018

While predominantly B2B, Diana notes that B2C is always in the back of her mind.) Diana was passionate about delivering the “voice of the customer” to provide actionable insights, enabling organizations to make better business decisions and meet/exceed corporate goals and objectives.

Manufacturing 40

Manufacturing CX B2C Innovation 40

SugarCRM

FEBRUARY 7, 2023

And many B2B and B2C businesses aspire to reach the same level of “magic.” Guided Selling in B2B Sales In B2B, buyer journeys are more nuanced than in B2C or eCommerce. By doing so, they break the traditional process we encounter in the B2C dynamic. Both B2B and B2C businesses can benefit from guided selling techniques.

CX 26

CX B2C B2B Engineering 26

eglobalis

DECEMBER 17, 2024

Critics argue that NPS oversimplifies complex emotions and fails to provide actionable insights that drive meaningful change. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

AI 347

AI CX Sentiment Analysis Net Promoter Score 347

SugarCRM

MAY 14, 2021

In general terms, this means marketing needs to deliver content packed with actionable insights and tips. Blog posts are a valuable asset to both B2B and B2C companies. Put Effort into Diverse Content. Adding value to your content works wonders to gain awareness, leads, and conversions.

Social Media 29

Social Media Education B2C Engineering 29

Retently

DECEMBER 4, 2019

CSAT helps you assess the number of holes in your bucket, and provides actionable insights for solving them. Sure, that mostly sounds like B2C buyers, but get this – 80% of B2B customers also expect responses in real-time. After all, when it comes to customer service, 90% of consumers want an “immediate” response.

Net Promoter Score 94

Net Promoter Score NPS Social Media Start-ups 94

Waypoint Group

DECEMBER 18, 2019

TopBox provides Reciprocity’s CSM’s with actionable insights when preparing for customer meetings. . = Sidebar : Case Study from Reciprocity =. Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%. The analysis is made easy with TopBox.

B2B 40

B2B Start-ups B2C Customer Satisfaction 40

SurveySensum

JANUARY 12, 2024

This article aims to provide actionable insights into humanizing customer feedback processes. Customer-first B2C businesses see nearly double the revenue growth of non-customer-first businesses. Cultivates Customer Loyalty and Retention Infusing humanity into your interactions builds a foundation of customer loyalty.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Lack of Actionable Insights or Simply Too Few The simplicity of NPS does not provide detailed reasons behind customer ratings. This is the final part of my trilogy about NPS.

NPS 445

NPS Net Promoter Score VOC Actionable Insights 445

SugarCRM

AUGUST 19, 2019

Consumer loyalty is hard won, and all too easily lost – so it’s little wonder that modern B2C businesses are increasingly focused on ways to improve their customer experience.

Manufacturing 20

Manufacturing Sales CRM Predictive Analytics 20

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). This range is usually the sweet spot for delivering actionable insights without overwhelming your customers.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

Zendesk

JUNE 29, 2022

B2B sales cadence vs. B2C. The main difference between B2C and B2B cadences is the content. B2C cadences may be more general because they’re created to appeal to a wider range of audiences. That said, the philosophies behind both B2B and B2C cadences are largely the same. Sales prospecting cadence considerations.

Sales 52

Sales B2C Touchpoint B2B 52

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Close the Loop CX B2C 26

Qualtrics

AUGUST 22, 2019

CX in B2B is a different ball game than B2C. While the B2B sector can look to B2C for some CX inspiration (and evidence of the rewards), there are a number of differences that must be considered. Bringing experience and operational data together on a single system of action is an incredibly powerful tool for B2B CX leaders.

B2B 29

B2B CX B2C Close the Loop 29

eglobalis

JANUARY 20, 2025

Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples.

B2B 427

B2B Predictive Analytics AI Innovation 427

SurveySensum

NOVEMBER 22, 2024

5) GetFeedback Businesses looking for Salesforce integration Seamless Salesforce integration Advanced reporting capabilities Drag-and-drop interface $50/month Not Available Medallia B2B and B2C businesses Real-time feedback management Closed-loop mechanism Flexibility and scalability Contact their team for details 4.5 (5) 5) Promoter.io

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52