ECXO

MARCH 6, 2025

Customer experience spans many touchpoints and processes trying to fix everything at once can overwhelm the team and dilute resources. Modern platforms also enable real-time dashboards that visualize the customer journey showing touchpoint metrics and drop-off points which helps teams pinpoint where improvements are needed.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This includes regular touchpoints with sales and support teams who interact with customers on the ground. In response, Schindler developed a more comprehensive CX approach.

B2B 378

B2B Customer Experience Touchpoint CX 378

eglobalis

JUNE 27, 2024

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. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

ECXO

JULY 10, 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. In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. The USA’s focus on omnichannel strategies ensures that customers receive consistent and high-quality experiences across all touchpoints.

Customer Experience 490

Customer Experience Innovation CX Omnichannel 490

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Real-Time Customer Data Platforms (CDPs) : Integrating data from various touchpoints to offer a unified view of the customer. Optimization of these touchpoints requires a cross-functional approach.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). If your goal is to improve specific touchpoints based on recent experiences, NPS alone wont cut it. But there's no free lunchand heres the catch.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations. This is the final part of my trilogy about NPS.

NPS 440

NPS Net Promoter Score VOC Actionable Insights 440

ECXO

AUGUST 12, 2024

Overcoming Key Challenges Developing technology solutions that are easily adoptable is vital for success in both B2B and B2C markets. Consistency: A consistent design language across all platforms and touchpoints builds trust and brand recognition. However, individual perceptions of ease of use can vary significantly.

CX 395

CX E-commerce Legal B2C 395

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

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. It’s not a project that you start and finish nor just about offering great customer service.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Definition of B2B customer journey B2B customer journey stages Difference between B2B and B2C journeys Building a customer journey map Improve your B2B customer journey. Difference between B2C and B2B journeys.

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

ECXO

JUNE 20, 2023

Where B2C goes, B2B follows. Infuse your purpose into every touchpoint – your brand identity, messaging and content, product and service delivery. Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. CX is everywhere. Be consistent.

B2B 367

B2B Innovation CX Government 367

Intercom, Inc.

MARCH 28, 2022

Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Customer experience and great service isn’t just the responsibility of your support team – every customer-facing team, and every automated and proactive touchpoint, has a role to play”. No pressure.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5 What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Then, promise and created expectations must at least equal real-world touchpoint results (such as through service), initially and over time, with a minimum of disappointment.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. B2B vs. B2C conversion.

Social Media 85

Social Media B2C Omnichannel B2B 85

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Be authentic, transparent, and honest.

Social Media 136

Social Media B2C B2B Touchpoint 136

ECXO

JULY 8, 2024

The Main Challenges Well-designed, technology-adoptable solutions are crucial in both B2B and B2C contexts. Consistency: Maintaining a consistent design language across all touchpoints helps in building a recognizable and trustworthy brand. However, perceptions of ease of adoption vary among individuals.

Touchpoint 156

Touchpoint Technology Technology VOC 156

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. But, no matter the level, working together is crucial. The reason?

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Experience Investigators

NOVEMBER 30, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Is there a specific journey or group of touchpoints you want to address? Now that your goals have been defined and communicated, you can dive into specific touchpoints along the way.

Customer Journey Map 133

Customer Journey Map Customer Experience Touchpoint CX 133

ECXO

APRIL 13, 2023

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. Bureaucracy – Germany has a reputation for being extremely bureaucratic. You need simplicity in CX.

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

Totango

SEPTEMBER 7, 2021

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Here we’ll consider the differences between B2B and B2C engagement before laying out three of the most important best practices for effective B2B client engagement. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 84

B2B B2C Technology Technology 84

Zendesk

AUGUST 24, 2021

It’s a common myth that B2B companies aren’t as focused on customer service as their B2C counterparts. They typically have fewer customers than B2C companies, making it imperative that none of them slip through the cracks. How B2B and B2C customer service differs. How are B2B and B2C customer service different?

B2B 98

B2B Customer Service B2C Finance 98

Zendesk

JANUARY 28, 2022

Does B2B inbound sales differ from B2C? B2C inside sales cater to an individual’s needs, while B2B sales require you to target the pain points of an entire team. Therefore, B2C inside sales mostly hinge on how well you can connect with a single individual, which is something most of us do in our everyday lives anyway.

Sales 98

Sales B2C B2B Social Media 98

SurveySensum

DECEMBER 28, 2020

There is a slight difference between B2B and B2C in terms of how we are capturing data. B2C, on the other hand, offers a wide sea of channels to the customers to reach out. Be it app reviews, a contact center, or a touchpoint service. . In a B2B segment maybe you will be able to reply to a single person but not in B2C.

VOC 98

VOC Social Media B2C Voice of the Customer 98

Fonolo

DECEMBER 4, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). Social Media as a Contact Center Touchpoint. Or is it here for the long haul? How Should Companies Think About 3rd-Party Messaging Platforms?

Contact Center 89

Contact Center Artificial Intelligence Social Media B2C 89

Callminer

FEBRUARY 27, 2019

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 Direct VoC data alludes to any touchpoints along the client journey whereby the customer anticipates that the business is listening to them.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Kerry Bodine

JULY 10, 2017

Next, outline the physical, digital, and human touchpoints that you think they interact with. Business people across every conceivable industry, both B2B and B2C, are diving into journey mapping initiatives right now. Each action goes on a separate sticky note.) Remember that you’re not alone.

B2C 85

B2C Start-ups Touchpoint B2B 85

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Customer Bliss

NOVEMBER 7, 2017

The new organization combines several customer-facing teams and is focused on improving all dealer and consumer touchpoints, including Customer Support, Learning & Development, Field Services, and CX Business Systems. . Align Leadership and Company Around One Goal: A Shared Vision.

B2C 44

B2C B2B Customer Experience CX 44

Customer Experience Matrix

MAY 31, 2013

As I mentioned last week , there haven’t been many new B2C marketing automation products in recent years. Interaction performs the same basic functions as other interaction managers: it receives a request from an external touchpoint that is engaged with a customer, selects the best treatment, and returns the recommendation to the touchpoint.

Touchpoint 74

Touchpoint B2C Engineering Sales 74

ECXO

DECEMBER 20, 2023

Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. Create a stronger bat signal with intent data The sales funnel has become a complex network of tunnels as buyers criss cross touchpoints and channels. They are also cautious about sharing their data. The journey is anything but linear.

Customer Experience 156

Customer Experience B2B Machine Learning AI 156

Waypoint Group

SEPTEMBER 2, 2015

This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. Probably not.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60