eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 400

B2B Customer Experience Touchpoint B2C 400

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

CX 250

CX CX Transformation B2B B2C 250

ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. The question most B2B firms should ask themselves is ‘how do we stand out when our products and prices are similar to our competitors’?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

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 367

B2B Innovation CX Government 367

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. So, shall we embark on the journey of becoming more human?

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

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 364

Customer Experience B2C B2B Technology 364

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. How to analyze your customer journey.

B2C 118

B2C B2B Customer Journey Map E-commerce 118

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 118

B2C B2B Education CRM 118

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. Typically, B2B issues can be more complex, require the collaboration of a lot more departments within the company, and are often in direct dialogue with the consumer, rather than a buying team or committee. Know your user.

B2C 118

B2C B2B Social Media Start-ups 118

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Customer Think

JULY 30, 2021

When it comes to CX in today’s world, B2B businesses need to think more like B2C brands. Customer experience (CX) has become the primary differentiator between brands. Companies can no longer compete only on product or price alone. Instead, customers are seeking out experience.

B2C 122

B2C B2B CX Customer Experience 122

Futurelab

FEBRUARY 28, 2025

times more money than those who dont. ( [link] We have done the ROI study on multiple industries, B2B and B2C alike. Last years research by Watermark proves once again that those who champion CX rake in 5.4 Not everything is linear of course.

Construction 130

Construction B2C B2B CX 130

ECXO

NOVEMBER 17, 2024

Studies show that emotional satisfaction significantly impacts technology adoption rates, even in highly rational B2B environments, where technology is often seen as a commodity. Slack (USA) – B2B Slack, a collaboration platform, has effectively utilized emotional design to enhance user engagement.

B2B 390

B2B Technology Technology Customer Loyalty 390

Heart of the Customer

SEPTEMBER 30, 2021

There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer. One thing I’ve notice over years of talking with […].

B2C 103

B2C CX B2B Customer Experience 103

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

ECXO

DECEMBER 4, 2024

Software Adoption and Utilization: Customer success in SaaS B2B companies revolves around driving software adoption, ensuring users understand the value proposition, and maximizing the utilization of the software to achieve their desired outcomes.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Help Scout

NOVEMBER 22, 2021

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

B2C 116

B2C Customer Service B2B 116

ECXO

APRIL 21, 2023

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. How to create something unique for your B2B & B2C customer too? Expressing natural empathy in engagement B2B & B2C , is this not for all?

B2B 156

B2B B2C Customer Experience CX 156

Intercom, Inc.

APRIL 7, 2020

” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. According to our research, 54% of B2B support teams are seeing increased volume, along with 45% of B2C support teams.

B2C 217

B2C B2B Education Healthcare 217

Customer Think

AUGUST 20, 2021

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let’s look at a sports analogy for enlightenment.

Voice of the Customer 137

Voice of the Customer B2B Sports B2C 137

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges.

Customer Experience 507

Customer Experience Innovation CX Omnichannel 507

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.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Customer Think

JUNE 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B).

B2C 78

B2C B2B Customer Loyalty 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. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. I’ve talked with hundreds of […].

B2B 109

B2B CX B2C Customer Experience 109

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. So, what is actually happening to B2B customer experiences? Earlier, a large part of B2B companies simply ignored customer experience management as a whole. In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture.

B2B 113

B2B CEM B2C Customer Experience 113

ECXO

SEPTEMBER 30, 2023

Together, we’re not just celebrating CX Day, but creating a culture where exceptional experiences in both B2B and B2C as H2H are at the heart of everything we do. Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. Let’s make every day a CX Day!

CX 296

CX B2C Innovation B2B 296

Customer Think

NOVEMBER 29, 2022

Someone recently asked me to explain the difference between B2B and B2C marketing strategy. The person didn’t like my answer. Being business-to-business or business-to-consumer is not what changes marketing strategy. Who the decision makers are, what they […].

B2C 78

B2C B2B 78

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 114

B2B Customer Experience B2C Net Promoter Score 114

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

Customer Loyalty 114

Customer Loyalty Business Growth B2B Net Promoter Score 114

ECXO

AUGUST 12, 2024

Overcoming Key Challenges Developing technology solutions that are easily adoptable is vital for success in both B2B and B2C markets. The primary objective is to craft products that are not only functional but also intuitive and visually appealing, ensuring they resonate well with users.

CX 395

CX E-commerce Legal B2C 395

Customer Think

JULY 20, 2021

I recently participated in a LinkedIn comment thread posing the question of whether B2B or B2C marketing was more fun. As a long-time B2B marketer, I have immensely enjoyed my profession, but it has its challenges. You have to work hard to locate, communicate with, and engage, B2B prospects. […].

B2B 119

B2B B2C Sales 119

Intercom, Inc.

FEBRUARY 6, 2020

“The shift from serving just consumers to serving consumers and companies is a massive one” For Udemy, investing in a B2B arm seemed too obvious, and too good, an opportunity to ignore. Specifically on the B2B side, we’re also looking at where has the business come from and where are we seeing revenue and pipeline popping?

B2B 243

B2B B2C Start-ups Sales 243

Zonka Feedback

JULY 3, 2022

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. 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.

B2B 98

B2B Customer Experience B2C 98

ECXO

APRIL 28, 2021

B2B companies are making efforts to replicate the CX “wow” experiences practiced in B2C by humanizing 1-many automation, e.g. via customer portals, communities and adding personal touches along the customer journey based on data insights. While customer success locks business outcomes, CX locks customer sentiment.

B2C 290

B2C CX B2B Business Growth 290