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

ECXO

MARCH 11, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

eglobalis

DECEMBER 17, 2024

link] Forrester’s B2C Marketing & Customer Experience Predictions 2025: Price Sensitivity Will Lead to a 25% Decline in Brand Loyalty [link] The post CX 2025: The AI Revolution That Will Leave Your Business Behind appeared first on Eglobalis.

AI 337

AI CX Sentiment Analysis Net Promoter Score 337

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 450

NPS Customer Feedback Net Promoter Score B2C 450

Heart of the Customer

OCTOBER 29, 2020

The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty.

B2C 120

B2C Customer Relationship Customer Satisfaction Customer Feedback 120

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 343

Customer Experience B2C B2B Technology 343

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

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. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

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

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. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Customer Journey Map E-commerce 118

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

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. In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. SMS remains the most ubiquitous channel, but least flexible.

Scorecard 101

Scorecard B2C Contact Center Omnichannel 101

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. 3 B2C support trends and lessons learned.

B2C 118

B2C B2B Social Media Start-ups 118

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

MyCustomer Experience

MARCH 24, 2022

TWhen it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people. 24th Mar 2022. By BlueOceanContactCenters.

B2C 98

B2C 98

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 We did it for raw construction materials and luxury cars, large household items and small machinery, worldwide banks and local bakeries.

Construction 130

Construction B2C B2B CX 130

ECXO

JUNE 11, 2023

But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. What can we learn from B2C brands (with business customers)? Your customers are seeking experiences that match those in B2C – hyper personalised, rooted in human connections and partnerships, and driven by cutting-edge technology.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Adrian Swinscoe

APRIL 22, 2022

The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service B2C 246

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. This can be more challenging in a B2B context due to the scale and complexity of relationships.

B2B 372

B2B Customer Experience Touchpoint B2C 372

Customer Think

OCTOBER 2, 2021

There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here. This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2C 81

B2C CX B2B Customer Experience 81

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

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). But there's no free lunchand heres the catch.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

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

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. If the organization is a single-person household or a large multinational company, a human is making buying decisions.

B2C 78

B2C B2B 78

Intercom, Inc.

DECEMBER 11, 2018

The post How B2C companies are using live chat to drive sales and offer a personalized customer experience appeared first on Inside Intercom. This enables our support team to tackle higher priority issues like answering questions from potential customers who are ready to buy.

B2C 126

B2C Sales Customer Experience Customer Satisfaction 126

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

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations. This is the final part of my trilogy about NPS.

NPS 434

NPS Net Promoter Score VOC Actionable Insights 434

Futurelab

APRIL 13, 2021

Tags: Alain Thys brand loyalty B2C relationship customer needs Facebook Like.

B2C 188

B2C 188

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 414

B2B Artificial Intelligence AI CX 414

Intercom, Inc.

OCTOBER 29, 2019

Indeed, among our customers were B2C companies, small businesses, and large enterprises along with customers in places and industries well beyond Silicon Valley. You can’t find email lists using Job-to-be-Done, but you can find ones for B2C subscription businesses that have a high volume of website traffic.

B2C 184

B2C Finance Engineering Sales 184

PeopleMetrics

MARCH 20, 2025

This is especially important in B2C companies where there are many customers and its not practical to follow up on every alert. Again, this applies to companies with many customers (probably B2C) and complex follow-up processes.

Close the Loop 62

Close the Loop AI VOC B2C 62

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

ECXO

NOVEMBER 17, 2024

Nespresso (Switzerland) – B2C Nespresso has leveraged emotional design to create a premium coffee experience. By incorporating playful elements like custom emojis, interactive features, and a friendly tone, Slack creates a more enjoyable user experience.

B2B 390

B2B Technology Technology Customer Loyalty 390

ECXO

JUNE 15, 2021

As a CXO Kirsti is a Customer Experience Management executive, a board professional, advisor, partner, thought leader and a keynote speaker with extensive international experience in building customer centric brands, leading cross-functional teams, managing SaaS business and product portfolios for both B2B and B2C data and tech brands.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

Intercom, Inc.

APRIL 30, 2018

If you were in a B2C scenario here, you wouldn’t walk over and tell them you’ll be in touch later on. This mistake is common in the B2C world and while urgency exists in the B2B world, it’s important when you deal with leads to quickly understand what type of lead they are and what type of response they require.

B2C 214

B2C Sales Start-ups B2B 214