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

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 178

Net Promoter Score Customer Experience B2C Social Media 178

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

Heart of the Customer

FEBRUARY 7, 2019

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

B2B 84

B2B Manufacturing Healthcare Retail 84

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map?

Customer Journey Map 83

Customer Journey Map B2B Voice of the Customer CX 83

Heart of the Customer

APRIL 11, 2019

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. Three weeks […].

Customer Journey Map 60

Customer Journey Map B2B Voice of the Customer Customer Relationship 60

Heart of the Customer

SEPTEMBER 6, 2018

The post “Now, why exactly do you need to talk to customers?

Customer Journey Map 60

Customer Journey Map Voice of the Customer B2B 60

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

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 B2B Customer Experience 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

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. 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 114

Net Promoter Score Customer Experience B2C CEM 114

ClearAction

DECEMBER 27, 2017

Is your voice of the customer program letting you know similar insights? “We decided our purpose is finding a way to financial well-being for SunTrust”, Jeff explained in my Customer Experience talk show. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

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

Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research.

B2B 89

B2B Customer Experience Voice of the Customer Customer Journey Map 89

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer.

B2B 104

B2B Voice of the Customer Customer Journey Map CX 104

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

PeopleMetrics

FEBRUARY 25, 2022

However, when developing a customer experience strategy, you'll encounter other elements that might need more explanation. Here are a few of the most important concepts to keep in mind: Customer journey mapping. Mapping out the journeys that your own customers take with your business is an essential part of CX strategy.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 97

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 97

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 96

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 96

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 94

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 94

ClearAction

MARCH 23, 2015

Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around than customer engagement and VoC (voice-of-the-customer) and CX (customer experience) technologies. Voice of the Customer: Do This, Not That.

Government 86

Government Customer Experience CXM VOC 86

ClearAction

OCTOBER 25, 2015

Other articles in this series: Customer Experience Governance, Do This, Not That. B2B Customer Experience: Do This, Not That. Customer Experience Strategy: Do This, Not That. Customer-Centered Culture: Do This, Not That. Voice of the Customer: Do This, Not That.

Customer Experience 88

Customer Experience Customer Experience Management Outlook Customer Journey Map 88

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

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

NOVEMBER 21, 2019

The key differentiator here is that, while many companies operate with a theory about their customers, Sprout Social relies on customer data about who their users really are – and what they really want. Based on this understanding, Sprout Social has been able to trigger the right messages to the right customers at the right time.

Customer Retention 34

Customer Retention Customer Journey Map Start-ups Sales 34

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