Shep Hyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Closing Thoughts.

Customer Retention 73

Customer Retention E-commerce Start-ups Entertainment 73

Shep Hyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 121

Customer Service Customer Acquisition Customer Retention B2C 121

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. Onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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. Smart leaders are now realizing that customer service and a focus on CX pays.

Customer Service 124

Customer Service Customer Experience B2C B2B 124

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 372

Customer Experience Net Promoter Score VOC Government 372

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.

Customer Satisfaction 348

Customer Satisfaction B2C Omnichannel CX 348

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction. to make them achievable.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Navedas

FEBRUARY 12, 2020

Do you love your customers? Customer love nurtures your B2C relationships. The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on Navedas. Do they know it?

CX 130

CX B2C Customer Relationship Customer Retention 130

CSAT.AI

SEPTEMBER 29, 2022

For customer health scores in B2B you can measure your customer’s company growth, profit and/or cost savings in regard to your product. B2C companies often have a larger number of customers with shorter company relationships, and lower revenue. Here customer success management is likely to employ tech and automation.

Sentiment Analysis 107

Sentiment Analysis B2B B2C Customer Acquisition 107

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. With a focus on ROI, nearly a third (30%) plan to measure their team’s impact on customer retention.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Intercom, Inc.

JULY 26, 2022

The term “client success” is virtually interchangeable with “customer success,” but is more often used by companies that sell a B2B product. In the B2B world, customers are referred to as clients, since the buyer-seller relationship is usually more intricate than in the B2C world. What is customer success management?

B2B 129

B2B B2C Education Customer Retention 129

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.

Customer Experience 369

Customer Experience Net Promoter Score VOC Government 369

VOZIQ

NOVEMBER 28, 2022

Regardless of where demand marketing reports, success will depend on demand leaders fully embracing their role in delivering satisfying experiences across the customer lifecycle. Success will also require that marketing and sales adapt their alignment and integration to support buyers and customers. Let us know in the comments.

Technology 40

Technology Technology CX B2C 40

VOZIQ

NOVEMBER 28, 2022

Regardless of where demand marketing reports, success will depend on demand leaders fully embracing their role in delivering satisfying experiences across the customer lifecycle. Success will also require that marketing and sales adapt their alignment and integration to support buyers and customers. Let us know in the comments.

Technology 40

Technology Technology CX B2C 40

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Set objectives and goals: Identify key objectives and goals for your customer experience program.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Automated Customer Support A Look Ahead. © Rawpixelimages | Dreamstime.com.

AI 96

AI Customer Service B2C Real Estate 96

TeamSupport

AUGUST 17, 2022

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B B2C Customer Loyalty 98

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

Social Media 84

Social Media B2C B2B Omnichannel 84

CommBox

JANUARY 28, 2024

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, followed by upgrading contact center technology (79%) and automating customer service processes (77%). 10 Facts you should know about Chatbots Chatbots can result in 80-90% response rates.

AI 52

AI Customer Service Real Estate B2C 52

VOZIQ

JANUARY 17, 2022

Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends. Predictions 2022: B2C CMOs Need to Adapt or Get Sidelined.

B2C 40

B2C Customer Retention AI CX 40

Intercom, Inc.

NOVEMBER 18, 2020

To understand the way support leaders are thinking about automation, we worked with an independent market research firm to survey a random sample of 404 customer support leaders across both B2B and B2C industries in several sectors, including retail, healthcare, and technology.

B2C 223

B2C Customer Satisfaction Healthcare Customer Expectations 223

TeamSupport

OCTOBER 8, 2020

TeamSupport maintains our diligence when it comes to taking a holistic view of the customer, with every one of our product, support, and success team members understanding the product and having the same dedication to serving our customers.

Customer Relationship 59

Customer Relationship B2C B2B Innovation 59

SixteenVentures

JULY 17, 2020

Of course there are several factors to consider here, but in B2B SaaS where we’re looking for customer lifetimes of at least 36 months (and likely spending more than in B2C to acquire customers), this is clearly working against our goals. Okay, so… Why Do SaaS CEOs Ignore Churn?

B2C 133

B2C Start-ups B2B Customer Acquisition 133

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Onboarding metrics, such as average time-to-value.

Customer Journey Map 106

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 106

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. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.

Customer Service 40

Customer Service Entertainment B2C CRM 40

Totango

JUNE 4, 2021

This encourages greater loyalty, higher customer retention and more enthusiastic brand ambassadorship. Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal.

B2C 62

B2C Customer Journey Map NPS B2B 62

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer Satisfaction 104

Customer Satisfaction B2C Customer Relationship B2B 104

TeamSupport

MAY 17, 2019

The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership. Relationships truly matter to B2B companies , where losing a single customer can make or break a fiscal year.

B2B 49

B2B B2C Gaming Customer Retention 49

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Non-Profits B2C B2B 60

SugarCRM

FEBRUARY 7, 2023

And many B2B and B2C businesses aspire to reach the same level of “magic.” Guided selling is far from magic and closer to AI-powered data engineering, custom software development, and deployment. Guided Selling in B2B Sales In B2B, buyer journeys are more nuanced than in B2C or eCommerce. How Does Guided Selling Work?

CX 26

CX B2C Engineering B2B 26

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

Social Media 40

Social Media B2C B2B Omnichannel 40

1 to 1

JULY 25, 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. Customer Satisfaction (CSAT) : Evaluates satisfaction with specific interactions.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback NPS Net Promoter Score 20

Zendesk

JUNE 30, 2022

Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? The key to customer retention and lifetime value is after-sales service. Deepen brand loyalty.

Sales 98

Sales Non-Profits Customer Retention Social Media 98

Shep Hyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 47

Customer Service Retail B2C Manufacturing 47