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

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

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

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

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

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

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

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

Customer Think

MAY 30, 2023

Limitless resources underline the different approaches for B2B and B2C sales. That’s because, traditionally, it was perceived that B2B sales entailed a lengthier purchasing cycle, mainly due to higher costs of products and services and more stakeholders involved. But what if they could be more similar than we thought?

B2C 59

B2C B2B Sales Customer Experience 59

Customer Think

DECEMBER 6, 2022

As customers’ digital needs and expectations grow, these strategies should include a plan on how to incorporate embedded payments, which B2B businesses can learn from popular B2C use cases. For example, Uber introduced and normalized embedded payments where the […].

B2C 59

B2C B2B Technology Technology 59

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 67

Scorecard B2C Contact Center Omnichannel 67

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 373

NPS Customer Feedback Net Promoter Score B2C 373

SurveySensum

FEBRUARY 3, 2022

A few days back, I spent almost 2 hours creating a beautiful, engaging, and all-inclusive B2C survey. . To get that, we have collated some practical points yet very effective points that have helped companies improve their survey response rate for B2C surveys. 9-point Checklist to Increase Response Rate of B2C Surveys.

B2C 72

B2C Close the Loop CX NPS 72

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 365

Sentiment Analysis Customer Feedback NPS Net Promoter Score 365

eglobalis

OCTOBER 21, 2024

For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. Below is a look at real cases where companies took these distinct approaches, including examples from both B2B and B2C environments.

Social Media 414

Social Media B2B Sentiment Analysis B2C 414

Heart of the Customer

OCTOBER 18, 2018

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […].

B2C 60

B2C B2B Voice of the Customer Customer Relationship 60

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Customer Think

FEBRUARY 21, 2023

As the business landscape transforms, so too must the marketing strategies of B2B companies. The four traditional Ps of marketing – product, price, promotion, and place – are no longer enough in today’s digital landscape. To stay ahead of the game, B2B companies must consider a fifth P: payments.

B2B 69

B2B B2C Gaming Technology 69

Zendesk

FEBRUARY 10, 2021

A single moment can make or break a customer’s experience with your business, and B2C brands face the task of meeting every consumer in every moment throughout the buyer journey. As so many B2C brands know, customer loyalty can be hard to earn—and easily lost. In today’s world, every customer interaction matters.

B2C 40

B2C Customer Loyalty Customer Service 40

Heart of the Customer

AUGUST 15, 2016

I’ve seen real challenges in the past when leaders move from B2B to B2C (or vice-versa). Here are four steps to help you get started creating a better B2C customer experience. The post Four steps to build an improved B2C customer experience appeared first on Heart of the Customer. It’s not harder or easier – just different. 

B2C 60

B2C Customer Experience B2B CX 60

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 297

B2B Customer Experience Touchpoint B2C 297

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

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 383

B2B B2C Touchpoint Actionable Insights 383

ECXO

APRIL 21, 2023

How to create something unique for your B2B & B2C customer too? Expressing natural empathy in engagement B2B & B2C , is this not for all? -How your teams can use data and analytics to understand their customers better and tailor their sales approach accordingly. How can your culture adapt?

B2B 156

B2B B2C Customer Experience CX 156

TeamSupport

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Solutions built primarily for B2C teams will place all their focus on each contact and moving their issue towards resolution.

B2C 40

B2C B2B Finance Innovation 40

Customer Think

SEPTEMBER 26, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales […] Article source: [link] Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 83

B2B B2C Customer Experience Sales 83

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

Waypoint Group

OCTOBER 29, 2020

The post Stop Treating your B2B Customer Surveys or NPS program like a B2C effort first appeared on Waypoint Group. And for more info on how B2B programs operate: Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B.

B2C 40

B2C NPS B2B Customer Survey 40

eglobalis

OCTOBER 14, 2024

The same applies to B2B and B2C. My Take: ECXO’s approach is innovative and practical, led by people who actively help B2B and B2C companies. The static nature of the pillars does not account for the different challenges companies face in various industries and regions.

Education 345

Education Customer Experience Customer Journey Map Innovation 345

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

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.

B2C 315

B2C Customer Experience B2B Technology 315

Waypoint Group

FEBRUARY 1, 2018

But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. The post Why are you using a B2C approach and solution for B2B Customer Feedback? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses.

B2C 40

B2C B2B Customer Feedback VOC 40

Futurelab

FEBRUARY 23, 2024

But even in B2C a single customer can still represent much higher lifetime value than most organizations realize (more about this in my next column). This little incidents show how important the individual results are in a Voice of the Customer program.

VOC 144

VOC B2C Manufacturing B2B 144

Customer Think

MAY 19, 2023

Did you know? Millennials and Gen Z zoomers, or those born between 1996 and 2012, constitute 64% of business buyers,” according to Forrester Research. Most B2B buyers that are part of these generations are accustomed to frictionless shopping experiences and expect the same service levels when making B2B purchases.

B2B 97

B2B B2C 97

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 345

B2B Technology Technology Customer Loyalty 345

Customer Think

OCTOBER 7, 2021

Like many of you reading this, my company decided to go fully remote in March 2020, thinking it was a temporary safety precaution – not a work and office culture-shifting moment. While we’ve come a long way on the road back to normalcy and AnalyticsIQ’s offices are open, our employees were given the choice, and […].

B2C 116

B2C B2B 116