Heart of the Customer

SEPTEMBER 20, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. The post Do B2B Better Excerpt #1: Roxie Strohmenger appeared first on Heart of the Customer. But I am particularly […].

B2B 148

B2B CX Customer Experience 148

eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 141

B2B Customer Relationship Innovation AI 141

Callminer

DECEMBER 8, 2021

Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.

B2B 182

B2B Sales 182

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Where B2C goes, B2B follows. But … The value of a purpose-driven strategy hasn’t always been obvious in B2B. This includes B2B. CX is everywhere.

B2B 122

B2B Innovation CX Education 122

Customer Think

OCTOBER 9, 2023

B2B companies’ approach each of these as if each needs its own strategy implemented separately, with different teams carrying the responsibility for each function. There’s a lot of talk about the differences between demand creation (marketing), demand capture (sales), and brand (marketing). Quite often these teams work in silos.

B2B 119

B2B Sales 119

Customer Think

MARCH 15, 2024

What does it mean to B2B buyers? It’s become a buzzword of little…value. Often, companies think of value in relation to their business — more so than for their customers. They think it lives within the features of their products. As marketers, we’re told our content and buyer experiences must deliver value.

B2B 84

B2B 84

eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 114

B2B Customer Relationship Innovation CX 114

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. The question most B2B firms should ask themselves is ‘how do we stand out when our products and prices are similar to our competitors’? Prioritise mobile – as we mentioned earlier, B2B buyers want to use their mobiles to research and buy.

B2B 129

B2B B2C Touchpoint Actionable Insights 129

Heart of the Customer

SEPTEMBER 1, 2023

Look no further than the B2B conference. Learn about the latest trends, collaborate with industry […] The post 8 Best B2B Conferences To Attend in Upcoming Months appeared first on Heart of the Customer. This season brings a host of exciting events tailored to enhance your professional growth and industry connections.

B2B 78

B2B Customer Journey Map Innovation CX 78

Heart of the Customer

MARCH 17, 2023

From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when only a fraction of your customers respond to your surveys? Even the most significant manufacturing companies lamented […] The post No B2B Survey Responses? No Problem.

B2B 88

B2B Manufacturing CX Technology 88

Customer Think

FEBRUARY 25, 2023

Here’s a round-up of new ideas and trends I’m seeing in B2B marketing, to help us plan for 2023. Marketing spend trends for 2023. The Winterberry Group has recently released its annual projections on marketing spend, and I am happy to say that t.

B2B 122

B2B 122

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

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. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2B 109

B2B CX B2C Customer Experience 109

Customer Think

OCTOBER 27, 2021

Every year, Content Marketing Institute and Marketing Profs release their latest B2B marketing research. This year the report includes a chart of current B2B content marketing challenges. A few of them surprised me as I thought (or hoped) we had beaten.

B2B 143

B2B 143

Heart of the Customer

MARCH 17, 2023

From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when you only a fraction of your customers respond to your survey? Even the most significant manufacturing companies […] The post No B2B Survey Responses? No Problem.

B2B 78

B2B Manufacturing CX Technology 78

Customer Think

APRIL 25, 2024

Source: Edelman and LinkedIn (This month’s Research Round-Up discusses the sixth edition of the B2B thought leadership impact study by Edelman and LinkedIn. This research has consistently provided valuable insights about the impact of thought leadership content on the perceptions and behaviors of business decision-makers.)

B2B 59

B2B 59

Customer Think

APRIL 13, 2023

With the average B2B purchasing journey taking approximately 350 days, it’s no wonder it is synonymous with being both long and laborious. B2B buyers generally […] But it doesn’t need to be.

B2B 115

B2B 115

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?

B2B 100

B2B Customer Journey Map Social Media Net Promoter Score 100

Customer Think

OCTOBER 6, 2021

B2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. This may be more prevalent among newer companies, but it’s generally universal.

B2B 137

B2B Customer Experience 137

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey. Let’s get started.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Customer Think

AUGUST 30, 2023

Our focus in B2B is on how we design experiences that plug into positive emotions to build credibility, trust, loyalty and high lifetime value. We’ve known for years that emotion has an out-sized influence on buying decisions and customer relationships. It’s storytelling that brings out the emotions that motivates a customer.

B2B 123

B2B CX Customer Relationship Customer Loyalty 123

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

Touchpoint 116

Touchpoint B2B Customer Journey Map Social Media 116

eglobalis

JULY 26, 2023

Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.

Omnichannel 90

Omnichannel B2B Technology Technology 90

Buyer Persona

MARCH 4, 2022

B2B buyers seemed to be on the sidelines. B2B buyer activism will be on the rise. We have not seen this dynamic of activism in B2B. As the arc of the Russian invasion wreaks destruction and humanitarian crises, B2B buyers and brands will be confronted with moral and activism choices. Affecting primarily consumer brands.

B2B 90

B2B Education 90

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. 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. App integrations.

B2B 92

B2B Customer Service B2C Net Promoter Score 92

eglobalis

AUGUST 1, 2023

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

B2B 96

B2B CX Customer Experience Customer Relationship 96

Customer Think

DECEMBER 4, 2022

Business-to-business (B2B) sales prospecting is a process that requires a lot of time, effort, and energy. You are constantly trying to find new leads and reach out to them in the hopes of converting them into customers. And even when you do manage to get in touch with a potential customer, there is no guarantee […].

B2B 125

B2B Sales 125

TeamSupport

JULY 13, 2023

And the B2B customer support industry is no exception to this transformative force. TeamSupport, the leading provider in B2B customer support software , is equally committed to introducing new AI-powered features to their platform in the coming months that offer high-quality support - all while leaving the humanness of customer care intact.

B2B 98

B2B AI Sentiment Analysis Customer Satisfaction 98

Customer Think

SEPTEMBER 13, 2021

But in this context, it’s more about discovery FOR the sales rep, NOT B2B buyers.One of the problems marketing and sales have as B2B buyers’ roles shift is that they start too late. Discovery is most often considered a function performed by sales reps.

B2B 133

B2B Sales 133

InteractionMetrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. B2B customers often develop new ideas for product upgrades.

B2B 52

B2B CX Sports Touchpoint 52

Steven Van Belleghem

OCTOBER 24, 2022

A lot of B2B companies are still very product or service driven. If you, as a B2B company, want to offer a better customer experience than your competitors, you just need to start with the customer: what are their hopes, dream, fears and needs? B2B prospect and customer relations used to be notoriously maintained IRL (in real life).

B2B 109

B2B E-commerce CX B2C 109

Zonka Feedback

JULY 3, 2022

After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. They’ve experienced exceptional customer experience as consumers and, surprise surprise, they want that very same experience as B2B customers.

B2B 98

B2B Customer Experience B2C 98

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? The post Evolving Your B2B Customer Experience Maturity Model? Return to the Customer Experience Key Pillars. The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model 117

Customer Experience Maturity Model B2B CX Customer Experience 117

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

Customer Think

DECEMBER 24, 2021

B2B marketers need to rethink digital-first strategies to better. TweetLinkedInShareEmail What trends will dominate the demand generation landscape in 2022? We asked the experts at Spear Marketing Group to chime in: “Digital fatigue is real.

B2B 130

B2B 130

Heart of the Customer

JUNE 9, 2022

The post Unsung Benefits of B2B Customer Journey Mapping appeared first on Heart of the Customer. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially? when your customers are other businesses. […].

Customer Journey Map 88

Customer Journey Map B2B Customer Expectations 88

Customer Think

MARCH 4, 2024

In recent years, the landscape of business-to-business (B2B) technology has undergone a significant transformation. Traditional models of selling software and services have given way to subscription-based models, where customers pay on a recurring basis for access to products and ongoing support.

B2B 72

B2B Technology Technology 72