Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail.

Social Media 155

Social Media NPS Net Promoter Score Customer Satisfaction 155

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

Intercom, Inc.

MARCH 8, 2018

In a time where buyer behavior has rendered cold calling nearly obsolete, successful sales prospecting begins with using tools like live chat and social media to build relationships. Today with Empire Selling he’s helping B2B companies drive revenue and deepen customer relationships through digital and social selling training.

Social Media 186

Social Media Sales Start-ups B2B 186

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. How many can you find?

Social Media 52

Social Media Contact Center E-commerce Retail 52

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. That hasnt changed.

VOC 98

VOC B2C B2B AI 98

eglobalis

DECEMBER 4, 2024

This perspective seemed disconnected from the nature of constructive debate and the dynamics of social media, where differing viewpoints should foster growth rather than defensiveness. B2B Partnerships Require Cultural and Regional Sensitivity Global B2B companies operate in diverse cultural and regulatory environments.

B2B 419

B2B Artificial Intelligence AI CX 419

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. NPS: A Misleading Metric For B2B In Unprecedented Times? This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

Intercom, Inc.

AUGUST 31, 2022

Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. At Intercom, we’re all about making internet business personal, and social media happens to be a big part of that. Foundations of social moderation and conversation. What did we learn?

Social Media 118

Social Media Start-ups Machine Learning CX 118

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. 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 456

NPS Customer Feedback Net Promoter Score B2C 456

ECXO

SEPTEMBER 6, 2023

B2B has been paying attention. In this article, I explore how B2B businesses are integrating various channel and touchpoint technologies to create a consistent, frictionless customer experience. They’re using AI and automation to solve the complexities of B2B buying. Chatbots are becoming a staple in the technology stack.

Omnichannel 156

Omnichannel B2B Technology Technology 156

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Conduct comprehensive research to understand the full scope of the customer journey.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense. Social Media Sentiment Tracks sentiment expressed about your brand on social platforms.

Net Promoter Score 424

Net Promoter Score CX NPS VOC 424

ECXO

FEBRUARY 3, 2025

Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Example: A B2B company conducts monthly workshops where sales reps practice handling hypothetical scenarios, like anticipating objections or addressing customer concerns preemptively.

Sales 263

Sales Customer Experience E-commerce Start-ups 263

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. Social media platforms offer a space for authentic storytelling and community building.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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 106

B2B Customer Journey Map Social Media Net Promoter Score 106

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 122

Touchpoint B2B Customer Journey Map Social Media 122

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. Caught your interest?

B2C 118

B2C B2B Social Media Start-ups 118

Intercom, Inc.

AUGUST 13, 2020

Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media. At Sprinklr, their inside sales and community management teams have taken a different approach with social account-based marketing (ABM). million thanks to their cheeky Twitter presence.

Social Media 209

Social Media AI Sales B2B 209

CommBox

MAY 30, 2021

Lead acquisition is the cornerstone of an effective B2B marketing strategy, setting up a strong pipeline will guarantee you a stable growth rate. Let’s now look at new strategies to acquire B2B leads in 2021. Social Media Marketing. There is no one-size-fits-all approach to B2B lead generation. In Conclusion.

B2B 93

B2B Social Media Entertainment Start-ups 93

TeamSupport

MARCH 23, 2021

According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits. Price comes later for B2B buyers.

B2B 105

B2B Artificial Intelligence Social Media Customer Loyalty 105

Intercom, Inc.

MAY 7, 2019

“People are much more inclined to share opinionated content on social media” And if no one can disagree with what you’ve produced it’s not going to start a conversation either. But for B2B software with a longer sales cycle, opinionated content has the time to pay off and establish your reputation as a trusted source.

Social Media 222

Social Media B2C Start-ups B2B 222

Retently

MARCH 11, 2025

Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered. Example : The company is expanding its B2B operations, meaning the CX strategy needs to shift.

CX 115

CX Customer Experience Net Promoter Score NPS 115

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. Social media.

B2B 98

B2B Customer Service B2C Net Promoter Score 98

Bill Quiseng

OCTOBER 27, 2014

This guest post is written by James Clifton , Social Media Manager at GetApp.com. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both. It’s important not to forget the power of social media in these cases.

Customer Service 154

Customer Service Social Media B2B Sales 154

Beyond Philosophy

SEPTEMBER 13, 2016

For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do, and what it is and what it isn’t. This is true, of course, in both b2b and b2c environments. Be authentic, transparent, and honest.

Social Media 136

Social Media B2C B2B Touchpoint 136

Zendesk

NOVEMBER 23, 2021

In fact, B2B sales are projected to bring in approximately three times the revenue of B2C sales by 2023. When looking to the future, therefore, it’s important for companies to understand what B2B sales are, what the best B2B strategies are, and how the B2B sales process and cycle differ from B2C sales. What are B2B sales?

B2B 98

B2B Sales B2C Social Media 98

Zendesk

APRIL 18, 2022

In this piece, we’ll give you 20 B2B lead generation strategies you can start implementing today. B2B lead generation might not be simple, but that doesn’t mean you can’t make it easier. What are B2B leads? However, certain personal contacts and self-led small businesses can also be B2B buyers. Let’s dive in.

B2B 98

B2B B2C Social Media Sales 98

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability. Best NPS Tools for B2B SMB Companies Small and medium businesses need affordable and easy-to-use NPS tools.

NPS 100

NPS B2B Net Promoter Score Actionable Insights 100

Lumoa

FEBRUARY 9, 2023

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 167

Net Promoter Score Customer Experience B2C Social Media 167

TeamSupport

JUNE 23, 2020

It’s the question we asked in Part 1 of this blog series and answered with why it’s important in maintaining and growing your B2B (business-to-business) customer relationships. Create interactions with prospects on your professional social media sites, such as Linkedin and Twitter. How well do you really know your customers?

B2B 98

B2B Sports Social Media Healthcare 98

Intercom, Inc.

DECEMBER 12, 2018

For example, a business that sells their products or services to consumers (B2C) or to businesses (B2B) and use different channels and techniques to acquire customers, and will have varying technology needs as a result. This works as well for a B2B company like Intercom as it does for any B2C company. Alternatives: AdRoll, Quantcast.

Technology 223

Technology Technology B2C B2B 223

ECXO

JUNE 19, 2024

By analyzing social media posts, product reviews, and other user-generated content, AI can identify patterns and sentiments that inform the design process. In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C.

AI 386

AI Customer Experience Legal Manufacturing 386

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 88

B2B Net Promoter Score Education Social Media 88

Intercom, Inc.

AUGUST 20, 2020

Both her book Resonate: For Anyone Who Wants to Build an Audience and her documentary short Attention for Sale offer insights into how we are changed by ubiquitous technology, both individually and collectively – social media has transformed how we engage with one another, and that widespread, constant engagement is harming our focus.

Technology 243

Technology Technology Social Media Start-ups 243

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. According to an Accenture report , over 90 percent of B2B leaders believe that providing a great customer experience is the key to reaching their company’s goals. How B2B and B2C customer service differs.

B2B 98

B2B Customer Service B2C Finance 98