Storyminers

JULY 29, 2016

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. Shep Hyken.

B2C 49

B2C Customer Retention Brands Social Media 49

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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. So let’s start! Do you love CEM as much as we do?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Second to None

MARCH 13, 2019

While a screen interaction may seem less personal, data shows that personalization is only increasing with the integration of mobile consumer services. Consumers want an effortless experience that is tailored to their needs and interests. 72 percent of customers are willing to share their email address.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

FEBRUARY 15, 2019

In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. Customer satisfaction is a commonly used metric in the CX domain. Why is it Useful? Retention Rate.

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 81

Loyalty B2C Brands 2018 81

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. 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. So let’s start! Do you love CEM as much as we do?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 76

Loyalty B2C Brands 2018 76

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

APRIL 12, 2019

Whichever method you choose to organize your customers should allow for a specialized approach towards each group, touching on the members’ individual behavioral patterns and expectations. Personalization highlights the human factor of a B2C relationship. Be Where Your Customers Are. The Human Factor. 1] [link]. [2]

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Second to None

APRIL 18, 2019

Influencer marketing is a marketing strategy in which brands leverage the clout, or following, of popular social media presences to market their product or service through consumer-relevant channels. 2] So how does influencer marketing tie into the customer experience and the ultimate quest to better understand the consumer?

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Kayako

SEPTEMBER 20, 2018

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . Make Customer Experience a Priority . Make Use of Voice of Customer Data. Provide Tailored Services .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. Companies who understand their customers reap the benefits.

Feedback 53

Feedback Net Promoter Score NPS 2014 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). These interviews uncovered four universal truths of customer experience (CX): • There is a dangerous chasm between the CX fantasy of brands versus the reality that people actually experience.

Customer Experience 49

Customer Experience Sales Customers ROI 49

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. These are the six key performance indicators (KPI’s) we’ve determined to be necessary on every customer feedback dashboard: % of Identified Promoters.

B2B 61

B2B NPS Metrics Voice of Customer 61

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Three words: voice of customer.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64