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 407

B2B Customer Experience Touchpoint B2C 407

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 258

CX CX Transformation B2B B2C 258

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. 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.

Customer Experience 489

Customer Experience VOC Net Promoter Score Government 489

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 490

NPS Customer Feedback Net Promoter Score B2C 490

ECXO

MARCH 11, 2025

B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Below is a step-by-step approach.

B2B 310

B2B CX CX Transformation Net Promoter Score 310

ECXO

JULY 29, 2024

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JUNE 19, 2024

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 386

AI Customer Experience Legal Manufacturing 386

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.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Heart of the Customer

OCTOBER 29, 2020

Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. A better experience is still required…but how we go about providing it – and what “it” even is – has completely […].

B2C 120

B2C Customer Relationship Customer Satisfaction Customer Feedback 120

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. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. How do customers experience your brand – across touchpoints? What next?

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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. We’ll cover the basics of: Customer journey mapping.

B2C 118

B2C B2B Customer Journey Map E-commerce 118

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. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

CX Transformation 339

CX Transformation B2B CX Government 339

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. Instead, customers are seeking out experience. Companies can no longer compete only on product or price alone.

B2C 122

B2C B2B CX Customer Experience 122

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Intercom, Inc.

DECEMBER 11, 2018

For online businesses, customer experience is king. It can be pretty simple if you listen to what your customers want, which usually boils down to a personalized, quick and low friction experience. Channels like live chat and self-service are highly preferred when it comes to customers getting answers to their questions.

B2C 126

B2C Sales Customer Experience Customer Satisfaction 126

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. Related to this is the “heatmap” of platforms by country.

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

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

Customer Think

NOVEMBER 8, 2021

Manufacturers can serve as a valuable resource to their customers by implementing digital strategies. Customer experience is at the heart of acquisition and retention, but until now seemed to be only a strategy for B2C. Photo by Unsplash, CC0 1.0 It makes doing business simpler, which is another excellent growth strategy.

Manufacturing 136

Manufacturing Customer Experience B2C B2B 136

ECXO

APRIL 21, 2023

Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor. -How

B2B 156

B2B B2C Customer Experience CX 156

ECXO

SEPTEMBER 30, 2023

09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Don’t miss out on future events that can revolutionize your approach to customer experience.

CX 296

CX B2C Innovation B2B 296

ECXO

AUGUST 12, 2024

This discipline is an amalgamation of various elements including user experience (UX) design, user interface (UI) design, interaction design, visual design, and customer experience (CX) design. Overcoming Key Challenges Developing technology solutions that are easily adoptable is vital for success in both B2B and B2C markets.

CX 395

CX E-commerce Legal B2C 395

Intercom, Inc.

APRIL 7, 2020

With customer care more important than ever, how are support teams adapting to this new uncertain reality? ” To find out, we surveyed 400 support managers, directors, and executives across both B2B and B2C and affected industries like media, healthcare, and technology. Their SVP of Customer Experience Margaret K?dziora

B2C 217

B2C B2B Education Healthcare 217

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience.

Customer Experience 160

Customer Experience B2C B2B CX 160

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Does it sound familiar?

B2B 113

B2B CEM B2C Customer Experience 113

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Kirsti Laasio.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

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

ECXO

APRIL 28, 2021

These insights are hydrating products, services and content to continually nurture customers for sustained growth. Indeed, data is to customer success what water is to flowers! Temperature”: Measuring Scaled Customer Experience Related to the data is the permanent quest to measure the temperature of customer experience (CX).

B2C 290

B2C CX B2B Business Growth 290

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Some have barely started or are still in the early stages of development.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Zonka Feedback

JULY 3, 2022

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up.

B2B 98

B2B Customer Experience B2C 98

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. They market, and create experiences, within the branded vision.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Rule # 5: Focus on the art of the possible.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155