Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Understanding that complexity is essential in planning your customer service and marketing strategies. So, how can you analyze your journey and go about improving it in the right way?

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

Waypoint Group

SEPTEMBER 2, 2015

This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage.

Customer Journey Map 52

Customer Journey Map B2B CX Touchpoint 52

eglobalis

DECEMBER 11, 2024

Customer Journey Mapping Experimentation is invaluable for customer journey mapping in a customer experience strategy. By testing different journey scenarios and touchpoints, businesses can gain a clearer understanding of the actual customer paths.

CX 284

CX Customer Journey Map Compliance Social Media 284

ECXO

MAY 16, 2024

A customer journey is always seen from the customer’s perspective. The touchpoints of the customer journey, i.e., the various occasions when a customer comes into direct or indirect contact with the organization, product, service, or brand, constitute the customer journey and are key to influencing the customer experience.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Ideally, how you manage customer experience custom-fits your customers’ needs, preferences, and circumstances.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

Experience Investigators

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. No single Customer Journey Map is all-encompassing.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

ECXO

MAY 11, 2023

Define a customer-centric vision and strategy – develop a clear vision and strategy that outlines the company’s goals and objectives for improving customer experience. The telecoms giant has a customer experience programme that focuses on understanding customer needs and delivering personalised experiences.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

ECXO

AUGUST 2, 2023

Subscribe to the open access CX professional network European Customer Experience Organization [link] Who is Danny Peters? He is a certified Customer Experience expert specializing in data-driven customer journey mapping and Customer Research. We aim for maximum data-driven CX.

Customer Journey Map 156

Customer Journey Map CX Innovation Start-ups 156

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Journey Map 101

Customer Journey Map Construction B2B Touchpoint 101

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. For B2B in particular, find out who cares about what and why for each step of the customer experience journey. Customer journey maps are a means to an end, not an end in themselves.

Customer Journey Map 96

Customer Journey Map Customer Experience Voice of the Customer VOC 96

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. Customer journey maps are all the rage. For B2B in particular, find out who cares about what and why for each step of the customer experience journey. Customer Experience Journeys: Map for Actionability.

Customer Journey Map 77

Customer Journey Map Customer Experience VOC Voice of the Customer 77

Callminer

FEBRUARY 27, 2019

Once you’ve laid out your general processes, don’t forget to segment your customers. Customers are not homogeneous and therefore VoC programs must be based on tightly defined customer segmentation. B2B organizations will want to segment customers by objectives and personas using both explicit (i.e.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Kerry Bodine

FEBRUARY 15, 2022

. #10: The Trade-offs Between Quant & Qual Customer Research »» Learn how to apply both types of methods to get a more complete picture of your customer experience. . The Trade-offs Between Quant & Qual Customer Research. #9: One Thing All B2B Companies Can Do To Improve The Customer Experience. #8:

Customer Journey Map 48

Customer Journey Map B2B Touchpoint Start-ups 48

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

PeopleMetrics

FEBRUARY 25, 2022

These are the most frequently asked questions about customer experience. What is customer experience? Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business.

Net Promoter Score 71

Net Promoter Score CX Customer Experience Touchpoint 71

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts.

Customer Experience Management 54

Customer Experience Management VOC Customer Experience B2B 54

Zendesk

OCTOBER 20, 2023

A customer persona includes: Demographics Personal information Needs and pain points Personal goals and motivations Preferred communication channels Before diving into your customer persona, consider data and analytics from your current customers, review prior feedback and surveys, and interview current customer service agents as a starting point.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

ClearAction

DECEMBER 31, 2015

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

ClearAction

NOVEMBER 26, 2017

But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions. Customer Experience Strategy. What Stakeholders Need. We decide and buy.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

ClearAction

DECEMBER 27, 2017

” This has led to creation of common processes and systems for B2B and B2C client groups, rather than separate endeavors. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. Customer Experience ROI Opportunities in B2B Touchpoints. B2B Customer Experience: Do This, Not That.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Kerry Bodine

JULY 10, 2017

Grab some of your colleagues, several packs of sticky notes, and a handful of Sharpie markers—and start by writing down all of the actions you believe your customers take as they try to accomplish their goals. Next, outline the physical, digital, and human touchpoints that you think they interact with. Remember that you’re not alone.

B2C 85

B2C Start-ups B2B Touchpoint 85

CX Journey

JUNE 20, 2017

Socialize the insights/findings Step 1: Identify the Customer Knowing who the customer is seems like a no-brainer, but you’d be surprised by how many companies have never gone through the exercise of identifying the customer. to identify your customer. They are specific to your business, not to the industry.

Customer Journey Map 65

Customer Journey Map Start-ups Customer Relationship B2B 65

Zendesk

FEBRUARY 23, 2024

Customer journey-based persona templates Download the customizable template You can also use a persona template to help map the customer journey for different personas. A customer journey map visually represents the various stages and customer touchpoints a buyer experiences when interacting with your business.

Touchpoint 52

Touchpoint Social Media Customer Journey Map Sports 52

Intercom, Inc.

MARCH 12, 2020

Customer service is a philosophy , and if companies don’t embrace it, they’ll wither. Map out every touchpoint between you and your customer and focus on making them as positively unforgettable as possible. This transcends across B2B and B2C. So many of my clients have multiple customer journey maps.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. We’re spending too much money.

Real Estate 54

Real Estate Touchpoint Government Customer Feedback 54

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. We’re spending too much money.

Real Estate 48

Real Estate Touchpoint Government Customer Feedback 48

Kerry Bodine

JUNE 5, 2019

But if you’re advocating for specific technology, policy, and process changes that will enable more effective and efficient communication during the post-sales support journey, you’d need a map that showed those communication breakdowns within the context of your customers’ specific goals or tasks. We’re spending too much money.

Real Estate 48

Real Estate Touchpoint Government Customer Feedback 48

Comm100

SEPTEMBER 10, 2018

When Dimensional Research conducted a survey on the long-term impact of excellent customer service, they found that 62% of B2B customers and 42% of B2C customers purchased a product after having a good customer experience.

Customer Service 45

Customer Service B2C Non-Profits Customer Journey Map 45

SurveySensum

SEPTEMBER 20, 2023

Now, for surveys for B2B companies, the frequency can vary. You can send surveys on a quarterly basis or you can align the frequency with your customers’ engagement patterns. Be mindful of what type of survey you are sending at what touchpoint of your customer journey.

E-commerce 52

E-commerce Touchpoint Customer Satisfaction Start-ups 52

SurveySensum

NOVEMBER 6, 2023

For example, you can ask questions about different aspects of your business such as customer support, your B2B product, your website or app, retail, etc. → ‘On a scale of 0-10, how likely are you to recommend us to friends and colleagues based on the quality of our product?’ Identify touchpoints where improvements can be made.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Customer Bliss

JUNE 20, 2017

” This is some degree of customer journey mapping. But then she began thinking about the preparation, emotional journey, and anticipation — i.e. getting your kids up, getting them ready for the train ride to the Stampede, etc. One major lesson during that time: “When does the experience begin?”

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80