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 378

B2B Customer Experience Touchpoint CX 378

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’? How do customers experience your brand – across touchpoints? This is urgent.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

eglobalis

OCTOBER 14, 2024

These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment. The same applies to B2B and B2C. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Education 450

Education Customer Experience Customer Journey Map Innovation 450

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 235

CX CX Transformation B2B B2C 235

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

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.

Touchpoint 122

Touchpoint B2B Customer Journey Map Social Media 122

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. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

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

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

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. Use Customer Journey Mapping : Identify key touchpoints and pain points through journey mapping to target with experiments.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

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

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. B2B has been paying attention. This was one of the headline findings from McKinsey.

Omnichannel 156

Omnichannel B2B Technology Technology 156

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. The USA’s focus on omnichannel strategies ensures that customers receive consistent and high-quality experiences across all touchpoints.

Customer Experience 490

Customer Experience Innovation CX Omnichannel 490

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Optimization of these touchpoints requires a cross-functional approach.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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

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

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. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand.

Net Promoter Score 424

Net Promoter Score CX NPS VOC 424

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. SALES FORCE: Key touchpoint. VOLUME: Small.

VOC 122

VOC B2C B2B CEM 122

eglobalis

OCTOBER 1, 2024

By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams. This journey would involve teams from Marketing, Product, Customer Support, and even Logistics. Also, feel free to connect with me on LinkedIn.

CX 446

CX Finance Customer Journey Map Innovation 446

PeopleMetrics

MARCH 26, 2018

Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints. Touchpoints vary.

Touchpoint 85

Touchpoint CEM Business Administration Machine Learning 85

ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. Example: A B2B company conducts monthly workshops where sales reps practice handling hypothetical scenarios, like anticipating objections or addressing customer concerns preemptively.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it. But there's no free lunchand heres the catch.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views. B-to-B Customer Journey Maps: New Wisdom.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Why is B2B Customer Retention Important?

Customer Retention 119

Customer Retention B2B Non-Profits Customer Acquisition 119

ECXO

AUGUST 12, 2024

Overcoming Key Challenges Developing technology solutions that are easily adoptable is vital for success in both B2B and B2C markets. Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. However, individual perceptions of ease of use can vary significantly.

CX 395

CX E-commerce Legal B2C 395

Retently

SEPTEMBER 3, 2024

Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience. The post How Retently Uses Retently: A B2B SaaS Guide appeared first on Retently. Others are experiments we’ve explored to capture targeted data.

B2B 152

B2B NPS Start-ups Actionable Insights 152

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? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. It’s not a project that you start and finish nor just about offering great customer service.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

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

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. 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

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

PeopleMetrics

JANUARY 13, 2025

We relied on focused efforts at specific touchpoints, and while effective, it wasnt scalable. In high-touch environments like B2B, this matters even more. How AI Enhances Customer Listening and Action Taking In 2018, customer listening was often limited to surveys and manual analysis.

AI 71

AI Artificial Intelligence Actionable Insights Customer Feedback 71

ECXO

MAY 16, 2024

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. Employees are often the first touchpoints that customers have with the company.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207

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

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients.

B2B 84

B2B B2C Technology Technology 84

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. As a result, B2B customers have larger budgets and higher lifetime value (LTV).

B2B 80

B2B Customer Relationship Management Touchpoint Start-ups 80