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 516

Social Media B2B Sentiment Analysis B2C 516

ECXO

AUGUST 12, 2024

All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. Designed by DALL·E. Written by Ricardo Saltz Gulko.

CX 395

CX E-commerce Legal B2C 395

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. In CX, the same applies to CSAT, CES, and whatever. Return on Investment (ROI) : Calculates profitability from specific CX investments over time, comparing gains against costs.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Additionally, we will discuss why emerging markets like South Korea, Thailand, India, China, and Japan are poised to outpace Europe in CX excellence.

Customer Experience 507

Customer Experience Innovation CX Omnichannel 507

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. Let’s make every day a CX Day! appeared first on ECXO - European Customer Experience Organization.

CX 296

CX B2C Innovation B2B 296

Futurelab

APRIL 29, 2025

#NoBullshitCX Pay now for a good CX programme-or pay more later for not having one. They cut corners on CX, thinking they are saving money. When we worked with a global B2C telecom company, we established that one of the clearest ROI levers was cost to serve. The link between bad CX and higher service costs was undeniable.

B2C 130

B2C Start-ups CX 130

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 400

B2B Customer Experience Touchpoint B2C 400

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

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […].

B2C 103

B2C CX B2B Customer Experience 103

ECXO

JULY 10, 2024

In customer experience (CX), metrics like CSAT and CES face similar limitations. 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. The Broader Critique of Singular Metrics The issue with NPS is not unique.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Futurelab

FEBRUARY 28, 2025

Every time I speak about the main CX rule Treat others as you want to be treated I have someone scoffing at me for being too idealistic. Some people think that good CX comes from hiring good-hearted people (spoiler alert no, it comes from good processes). But in case of CX, it can, and it should.

Construction 130

Construction B2C B2B CX 130

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. If you need to rethink your CX offer, or haven’t got started, time is not on your side. What can we learn from B2C brands (with business customers)? This is urgent.

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. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

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 480

Customer Experience VOC Net Promoter Score Government 480

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 364

Customer Experience B2C B2B Technology 364

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. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. Take a look at these examples: Brittany Naylor I was inspired by some really great comments from the Head of CX at Outdoor Voices this week on the topic of Next Issue Avoidance.

Contact Center 206

Contact Center CX B2C Start-ups 206

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

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

OCTOBER 2, 2021

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

B2C 81

B2C CX B2B Customer Experience 81

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

APRIL 28, 2021

“Temperature”: Measuring Scaled Customer Experience Related to the data is the permanent quest to measure the temperature of customer experience (CX). While customer success locks business outcomes, CX locks customer sentiment. According to Forrester, 72% of companies are improving CX as their top priority.

B2C 290

B2C CX B2B Business Growth 290

ECXO

NOVEMBER 17, 2024

I believe this subject can greatly benefit many CX practitioners and leaders. Nespresso (Switzerland) – B2C Nespresso has leveraged emotional design to create a premium coffee experience. Become a member now to ECXO.org , the only open access CX Professional Business Network, here. Did you enjoy the read?

B2B 390

B2B Technology Technology Customer Loyalty 390

ECXO

JUNE 15, 2021

cx #customercentric #customerexperience. Make everyone accountable for CX Everyone in the company is in charge of ensuring CX success. Transforming to a Customer-Centric Company Culture. You can’t improve if you don’t understand what’s not so good. Kirsti Laasio.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

Navedas

FEBRUARY 12, 2020

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

CX 130

CX B2C Customer Relationship Customer Retention 130

ECXO

JUNE 20, 2023

Where B2C goes, B2B follows. CX is everywhere. Businesses want a seamless CX just as they do in their personal lives. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Let’s first look at your CX. But, the distinction between the two is fading.

B2B 367

B2B Innovation CX Government 367

Heart of the Customer

OCTOBER 6, 2021

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders.

B2B 109

B2B CX B2C Customer Experience 109

Heart of the Customer

OCTOBER 14, 2021

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually.

CX 109

CX B2C B2B Customer Experience 109

ECXO

DECEMBER 4, 2024

You might be wondering if there are differences if the companies are in the B2C or B2B context, the way I see it, it doesn’t matter as business is always done between people, therefore in an H2H context. Once we come to this realization, we understand the role that understanding the emotions behind decision-making plays in the business world.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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? Learn from the outstanding global companies, SAS , Oracle , and a small growing Finnish startup called Lumoa , which is also doing a great job in CX. How can your culture adapt?

B2B 156

B2B B2C Customer Experience CX 156

ECXO

JUNE 19, 2024

CX is about results, and results are about empathy, design, human centricity, adoption, revenue, and growth. In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C. Innovations in Vehicle Design with AI.” Accessed June 2024. Sustainable Packaging Innovations through AI.”

AI 386

AI Customer Experience Legal Manufacturing 386

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Collaboration between the two leads can have a significant impact on the quality of your CX. Collaboration between the two leads can have a significant impact on the quality of your CX.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

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

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. Now you know why customers don’t seek B2B or B2C businesses. customerservice #customerexperience #customerloyalty #custserv #custexp #cx They engage in businesses that are H2H.

CX 88

CX B2C Hospitality Hospitality 88

Experience Investigators

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

CX 103

CX Artificial Intelligence Predictive Analytics B2C 103

Heart of the Customer

FEBRUARY 1, 2018

A common concern I see among CX pros is a concern over customers who are making “bad” choices. This problem exists across industries, both B2B and B2C. The post Social Proof: A Powerful, but Underutilized, CX Tool appeared first on Heart of the Customer.

CX 94

CX B2C B2B Customer Experience 94