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 419

B2B Artificial Intelligence AI CX 419

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

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Real-life Examples SaaS Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. This is the final part of my trilogy about NPS.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

ECXO

JUNE 15, 2021

Empower employees Essentially, customer empathy is the ability to identify a customer’s emotional need, understand the reasons behind that need, and respond to it effectively and appropriately. Empower your employees to go above and beyond the call of duty to serve the customer better.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment.

CX Transformation 339

CX Transformation B2B CX Government 339

PeopleMetrics

MARCH 20, 2025

Where AI Can Help Although AI hasnt reinvented the loop-closing process, it has introduced some potential efficiencies: Better Alert Prioritization: AI can analyze customer lifetime value (CLV) and past interactions to help prioritize which recover alerts should be addressed first, ensuring that high-value customers are taken care of promptly.

Close the Loop 62

Close the Loop AI VOC B2C 62

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. There are several ways to obtain data and understand customers.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

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. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Intercom, Inc.

NOVEMBER 11, 2020

But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Today, modern customers expect both personal and efficient support. In the report, we explore the key five trends that are shaping and redefining customer support today (and are set to accelerate in 2021).

B2C 145

B2C Customer Expectations B2B Customer Satisfaction 145

Shep Hyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Just as we want our customers to come back, we want our employees to stay.  .

Customer Service 124

Customer Service Customer Experience B2C B2B 124

ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Intercom, Inc.

NOVEMBER 13, 2018

Tip 4: Empower customers to resolve their own holiday issues with self-service. Today’s customers overwhelmingly prefer self-service. For a B2C business, the cost of a self-service transaction can be measured in pennies, while the average cost of a live service interaction (phone, email or web chat) totals more than $7.

B2C 183

B2C Engineering Start-ups Customer Expectations 183

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Intercom, Inc.

MARCH 13, 2019

In B2C, that is companies who start with a high end product and then create simpler or less expensive versions of it. Upmarket expectations are different. Don’t assume you can serve these upmarket customers in the same way you serve your other customers. Expectations for a $100 meal are very different than a $10 meal.

B2C 171

B2C Start-ups B2B Customer Expectations 171

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. This may lead to slower decision-making, and difficulty in implementing customer-centric initiatives. What do customers expect?

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Bill Quiseng

JUNE 21, 2023

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so tediously repetitive that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers don’t seek B2B or B2C businesses. Be Magnificently Boring!

B2C 134

B2C Customer Loyalty B2B Retail 134

Shep Hyken

OCTOBER 25, 2021

Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience. Your customers will return repeatedly, spend more money, and rave about you to others on social media.

CX 88

CX B2C Hospitality Hospitality 88

Beyond Philosophy

APRIL 3, 2016

Now, as to problem resolution, from the Forbes interview, my read (and as indicated by Vijay) is that principally this meant the elimination of all customer transactional and relationship pain points. Satisfaction has always been about what we understand to be total quality expectations in products and services, as perceived by the customer.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

Now, as to problem resolution, from the Forbes interview, my read (and as indicated by Vijay) is that principally this meant the elimination of all customer transactional and relationship pain points. Satisfaction has always been about what we understand to be total quality expectations in products and services, as perceived by the customer.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Aquire

NOVEMBER 17, 2021

Smaller B2C businesses can get creative in ways the bigger brands simply can’t. Although they lag behind in adopting digital channels and technology, most consumers still prefer them over big banks because of their superior customer service and ability to personalize experiences. And this seems to be true in every B2C sector.

Retail 98

Retail Customer Experience B2C Omnichannel 98

Customer Experience Matrix

SEPTEMBER 27, 2014

The databases and connections are needed because today''s customers expect personalized, coordinated treatments across all channels. Call it the “Amazon fallacy”: customers believe that since Amazon.com can give them highly personalized treatments, so can everyone else.

Sports 107

Sports B2C Retail Customer Expectations 107

Zendesk

MAY 11, 2022

From our CX Trends 2022 research, we learned that more than 70 percent of customers expect conversational experiences when engaging with a company, but also that businesses are trailing expectations, with less than 40 percent reporting they can allow a customer to reach out and respond whenever and wherever is convenient.

CRM 98

CRM B2C Compliance Customer Relationship 98

Customer Experience Matrix

MAY 20, 2013

As a result, marketers need a unified customer database, unified campaigns, and way to deliver messages across whatever channels customers use now or in the future. Both types of systems traditionally merge customer data using only email address. This is what they get from a CDP.

Customer Experience 122

Customer Experience B2B B2C Social Listening 122

TeamSupport

SEPTEMBER 6, 2019

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones. They’ve got projects and employees to manage.

B2B 60

B2B Customer Service B2C Start-ups 60

Zendesk

JUNE 1, 2021

Customers want to feel seen and understood by the brands they love and buy. According to the Zendesk Customer Experience Trends Report , 76 percent of customers expect personalization during their online experiences, including recommendations based on their previous purchases. Create comprehensive customer profiles.

Social Media 86

Social Media B2C CRM B2B 86

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

Intercom, Inc.

NOVEMBER 7, 2019

Here are five quick takeaways: The founders of Spendesk noticed that, while the B2C space was innovating with peer-to-peer quickpay options, nothing like that existed in the B2B space (which often lags a few years behind the consumer market). Short on time?

Finance 162

Finance Sales Engineering B2C 162

Retently

NOVEMBER 27, 2023

Surveying channel that fits with your target audience: Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insight into where and when to survey their customers. We understand how to provide services that meet each customer’s unique requirements.

NPS 143

NPS Net Promoter Score Customer Feedback Social Media 143

Shep Hyken

AUGUST 1, 2022

(CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. Can you deliver?

Customer Service 65

Customer Service B2C B2B Sales 65

Callminer

FEBRUARY 27, 2019

B2B organizations will want to segment customers by objectives and personas using both explicit (i.e. B2C customers will want to further include key performance indicators such as RFM (Recency Frequency Monetary), loyalty program attributes and a heavy dose of social media behaviors. “As demographics) and implicit (i.e.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174