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. Sustainable Growth: By focusing on meaningful relationships, businesses can achieve more sustainable growth.

B2C 156

B2C B2B Artificial Intelligence Non-Profits 156

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

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

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 346

Customer Experience B2C B2B Technology 346

ECXO

SEPTEMBER 30, 2023

Let’s continue to foster moments of genuine connection, to listen, digest and execute as also to innovate. 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. Embrace change and foster innovation at every level.

CX 296

CX B2C Innovation B2B 296

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

Customer Experience Matrix

MAY 22, 2013

The late 1990’s were really the last time we saw major innovation in the B2C market, when vendors like Unica and Aprimo released their then-innovative systems to create lists for direct mail and, somewhat later, email campaigns. The basic architecture of Selligent is typical for B2C marketing automation systems.

B2C 116

B2C Retail Innovation Start-ups 116

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Companies like IKEA, Samsung, Software AG, and Toyota exemplify this principle.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

ECXO

MARCH 6, 2025

B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged. Continuous Improvement and Innovation in CX Unlike a finite project, CX transformation is never truly finished. Innovation goes hand-in-hand with continuous improvement.

CX Transformation 339

CX Transformation B2B CX Government 339

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. In order for the company to protect and build bonding levels, our counsel was that the organization must continue to find innovative ways to meet the emerging needs of its customers. The post When B2B and B2C Key Performance Metrics Flatline….

B2C 102

B2C B2B Entertainment Customer Acquisition 102

ECXO

AUGUST 12, 2024

Overcoming Key Challenges Developing technology solutions that are easily adoptable is vital for success in both B2B and B2C markets. Leverage Emerging Technologies: Incorporate cutting-edge technologies such as AI, AR, and 5G to enhance the user experience and offer innovative solutions.

CX 395

CX E-commerce Legal B2C 395

ECXO

JUNE 20, 2023

Where B2C goes, B2B follows. It can be more important than innovation or market dominance. How does a shared purpose and values help you harness creativity, innovation, skill and commitment? Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience.

B2B 367

B2B Innovation CX Government 367

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

DECEMBER 12, 2018

The reasons for this growth – high-velocity economics of software innovation, the migration of money from old media to new media, etc. This works as well for a B2B company like Intercom as it does for any B2C company. Whether you’re a B2B or B2C marketer, one thing’s for sure: You have struggled with lead generation.

Technology 223

Technology Technology B2C B2B 223

Shep Hyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. Innovation doesn’t need to be sexy.

B2C 20

B2C B2B Innovation CX 20

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin. The response rate has a massive effect on the statistical validity of any survey.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

ECXO

JUNE 25, 2024

This capability not only speeds up the design process but also enables a more comprehensive exploration of innovative ideas. Additionally, AI can predict future trends by analysing historical data and projecting potential shifts in consumer preferences, enabling companies to innovate proactively.

AI 156

AI Customer Experience Legal Manufacturing 156

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

ECXO

APRIL 26, 2023

Increased innovation – CX leaders constantly seek new ways to create value for customers. By working together, the CCO and CDO can innovate to develop new products and services that meet the current needs of customers – and anticipate the future. The centre has won several awards for its innovative designs.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

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. But, as our research reveals, they’re finding innovative ways to balance them all.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations B2C 233

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. This huge success actually shows us the big picture of how markets work.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

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? This is why I decided to jump in.

Finance 162

Finance Sales Engineering B2C 162

Steven Van Belleghem

OCTOBER 17, 2022

At the same time, they told our team that this project sends the message to their customers that Teleperformance is continuously innovating and pushing itself to the next level so that it, in turn, can help its customers access that level too. Their customers are learning how serious they are about innovative tech.

Sports 123

Sports Social Media B2C Gaming 123

Fonolo

MAY 10, 2018

This San Francisco-based company innovating in the field of messaging products (highly useful tools for those in sales, marketing, and customer support) hosts an incredibly valuable and engaging blog with content related to sales, product management, and customer support, direct from the minds of innovative industry experts.

Customer Experience 113

Customer Experience Contact Center Innovation Omnichannel 113

ECXO

APRIL 13, 2023

This, alongside cultural factors, can also impact innovation and creativity. This can make it difficult for businesses to be agile and responsive to customer needs or to make things straightforward – both in B2B and B2C. And expectations are set by the best experience on offer in B2B and B2C. You need simplicity in CX.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Intercom, Inc.

JULY 9, 2020

Could you speak a little bit more on the differences for maybe a B2C company? So when it comes to B2C, usually we have an inventory of products which for Spotify could be songs or albums or artists. This is how I think about marketplaces and B2C companies in general is you really want to hone in on what would be valuable to the user.

Engineering 199

Engineering Start-ups E-commerce B2C 199

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

The Customer Service Blog

AUGUST 3, 2022

The categories are as follows: Cabot Financial - Employee Engagement Strategy Ipsos - Best Use of Customer Insight Kantar - Best Customer Experience Paragon Customer Communications - Best Application of Technology Pension Insurance Corporation - Customer Satisfaction Innovation Best Customer Satisfaction Strategy Best Customer Service Partnership Customer (..)

Customer Satisfaction 86

Customer Satisfaction B2C B2B Innovation 86

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%). . © Rawpixelimages | Dreamstime.com. 10 Facts you should know about Chatbots . About Commbox.

AI 96

AI Customer Service B2C Real Estate 96

Aquire

NOVEMBER 17, 2021

Smaller B2C businesses can get creative in ways the bigger brands simply can’t. And this seems to be true in every B2C sector. You can implement them on a small scale first to gauge your audience’s reactions and build your brand image as innovative and customer-centric. . Take credit unions, for example.

Retail 98

Retail Customer Experience B2C Omnichannel 98

C3Centricity

JUNE 2, 2021

Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Find innovative ways of pricing. Many companies use a good, better, best product offering with different price points. Pricing can be deployed in good, better, best strategies. New product pricing.

Manufacturing 133

Manufacturing B2B B2C Start-ups 133

Aquire

AUGUST 30, 2021

and B2C marketers who used automated emails noticed conversion rates as high as 50 percent. Not innovative products but an innovative approach. Once you have started selling innovative products or services online, others will come in to compete. It’s better to dedicate your efforts to innovative marketing ideas.

Sales 122

Sales Social Media Innovation Start-ups 122

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? I disagree. They want you to know them.

B2C 64

B2C B2B Manufacturing Innovation 64

Qualtrics

MARCH 14, 2019

And for customer experience teams it was a chance to get a look at the latest innovations on the Qualtrics Customer Experience Management Platform that are helping transform how the world’s most successful brands are delivering breakthrough experiences. B2B is different from B2C – now your CX program is too. Book a demo.

Innovation 46

Innovation Customer Experience B2B B2C 46

Kerry Bodine

OCTOBER 20, 2021

But here’s what innovative organizations understand: Customer experience is the superhighway to business success. Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even.

Customer Experience 90

Customer Experience B2C B2B Retail 90

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. What's happening in B2B CXM strategy is similar to what's happening in B2C. Therefore, surveys of B2B practices may understate the actual work being done.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Zendesk

MAY 11, 2022

Slack integration with Zendesk messaging brings the same kind of conversational experiences built for B2B and B2C companies into the workplace for B2E (business-to-employee). That’s why we’ve created Sunco Labs —a division of Zendesk focused on innovating conversational experiences. Let us know if you are interested in participating.

CRM 98

CRM B2C Compliance Customer Relationship 98