InMoment XI

MARCH 6, 2013

I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies.

Loyalty Programs 200

Loyalty Programs Loyalty Sales Engagement 200

InMoment XI

MARCH 6, 2013

I recently sat down with my colleague Jamie Ziegler to chat about the role of sales organizations in customer loyalty programs – an important consideration for B2B companies.

Loyalty Programs 200

Loyalty Programs Loyalty Sales Engagement 200

Experience Investigators by 360Connext

JULY 6, 2015

This conflict leads to customer frustration and decreased loyalty. When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales. When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales. Think about it.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Experience Investigators by 360Connext

JUNE 25, 2019

I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B? B2B relationships with customers are often MORE personal than those in B2C.

B2C 137

B2C B2B Customer Experience Culture 137

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Is mystery shopping a business-to-business (B2B) organization possible? Understanding your customer’s journey in a B2B environment takes more finesse. Here are a few ideas on how to approach being a mystery shopper of your own B2B organization. Call your sales number. Ask typical questions of the sales person.

B2B 271

B2B B2C Social Media Retail 271

Team Support

MARCH 23, 2021

Customer experience is decisive for both satisfaction and loyalty. According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. 5 Tips to Build the best B2B Customer Support. Know your customers.

B2B 105

B2B Social Media Loyalty Document 105

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. So, with that in mind, here are three communication tips that will help drive customer loyalty and move them to say, “I’ll be back.” . Save that for a sales call.

Loyalty 107

Loyalty Social Media Communication Customer Service Training 107

Daniel Group

NOVEMBER 17, 2016

With all the talk of social media and its importance in marketing and lead development, sometimes the importance and value of the sales representative in the B-to-B environment are overlooked. The post The B2B Sales Rep.: 3 Ways to Increase Customer Loyalty appeared first on The Daniel Group.

B2B 63

B2B Loyalty Sales Social Media 63

Daniel Group

NOVEMBER 17, 2019

With all the talk of social media and its importance in marketing and lead development, sometimes the importance and value of the sales representative in the B-to-B environment are overlooked. overall satisfaction and willingness to recommend) and many aspects of what the sales representative does, or does not do, during the sales process.

Loyalty 40

Loyalty Sales B2B Social Media 40

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Make Customer Experience a Priority .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Team Support

DECEMBER 21, 2021

With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age. For Sales teams, this means live chat software drives conversions and revenue, and connects prospective buyers with products in a quick and unobtrusive manner.

B2B 98

B2B 2022 Airlines Communication 98

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. Let’s dive in together and explore the world of B2B manufacturing feedback tools. What are B2B manufacturing feedback tools? Why should you use B2B manufacturing feedback tools?

B2B 52

B2B 2023 Feedback Multi-Channel 52

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This makes sure they create solutions that their customers really like, which helps increase customer loyalty and grow their business. Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

InMoment XI

JULY 13, 2022

Feed this data back into your product roadmap and to your sales team. Meanwhile, it also gives your sales team some leeway on what they can offer in response to these criticisms to overcome them at the point of sale or renewal. It’s an extra handy thing to add to their sales playbook.

Net Promoter Score 491

Net Promoter Score Customer Retention NPS Social Media 491

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This makes sure they create solutions that their customers really like, which helps increase customer loyalty and grow their business. Let’s dive in!

B2B 52

B2B Net Promoter Score NPS Feedback 52

Team Support

MAY 19, 2021

It will be different for B2C businesses than for B2B. Here are 7 types of follow-up emails that help improve customer loyalty in either case: 1. For B2B customers, refer back to a recently submitted ticket and be proactive about other needs or issues they may be experiencing. How do you strike the right balance?

Loyalty 59

Loyalty Sales B2B B2C 59

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? We’ve all been there.

B2B 52

B2B Customer Experience Touchpoint NPS 52

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

B2C 529

B2C Employee Experience Culture Touchpoint 529

PK

OCTOBER 2, 2019

The classic stereotypes of B2B tech buyers no longer hold true. Deals no longer hinge on cold calls, as B2B tech buyers want to shop anonymously for as long as possible. Some of this can be attributed to the rise of service-minded e-retailers like Amazon, a standard setter across B2B and B2C. The importance of building trust.

B2B 51

B2B Sales B2C Consumers 51

Magellan Solutions

AUGUST 23, 2021

Millennials are changing the B2B telemarketing Philippines market. So what does this mean for the future of B2B marketing? In any sector, sales is king. . Many B2B businesses are making a key mistake by approaching the same ‘buyer’ from 10 or 20 years ago. B2B buyers now think far beyond the actual purchase.

B2B 52

B2B Social Media Call Center Sales 52

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. After all, B2B buyers don’t respond to reward points and coupons. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. Deepen engagement to lock in loyalty.

B2C 66

B2C B2B Loyalty Loyalty Programs 66

ShepHyken

FEBRUARY 4, 2024

Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 In short, if you provide bad service, be prepared to lose sales/money. But in 2023, these six retailers and brands set new standards of what loyalty can be. Here are my top five picks from last week.

2024 62

2024 Article Customer Service B2B 62

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B B2C Loyalty Sales 73

Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C. Let’s explore a little bit more.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. I can sum them up like this: B2B marketing is the multi-course, fine-dining meal where the chef comes out and describes each dish in detail.

B2C 85

B2C B2B Marketing White Paper 85

InMoment XI

FEBRUARY 2, 2024

This holistic understanding of feedback signals ensures companies stay ahead in competitive industries by maintaining a pulse on both customer loyalty and operational efficiency. Brands that master the art of personalization significantly enhance loyalty and a competitive edge.

Hospitality 260

Hospitality Call Center Retail NPS 260

Amity

SEPTEMBER 19, 2018

Of course, broadening your customer base is a task that shouldn’t be neglected, but too often companies forget the benefits of building loyalty among those who already purchased from them. This can help significantly with building a community around your brand, and a huge loyalty-booster. Focus on the post-sale process.

Customer Retention 64

Customer Retention Loyalty Marketing B2B 64

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. My Comment: I’ve been studying how different brands are creating successful loyalty programs. My Comment: Let’s move away from loyalty programs but stay with trends.

2024 71

2024 E Commerce Article Loyalty Programs 71

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Joe Rawlinson

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Reward points and loyalty certificates are no longer adequate to sustain business relationships.

Loyalty 88

Loyalty Loyalty Programs Consulting B2B 88

Kustomer

JANUARY 21, 2021

All too often, companies find themselves having to solve more complicated issues in B2B communications, sometimes forgetting the human at the other end of the interaction. You can also listen and subscribe to our podcast here: Full Episode Transcript: Next-Level CX for B2B Companies | Steve Walker and Troy Powell. But it really is.

B2B 95

B2B B2C Customer Centricity Sports 95

ShepHyken

SEPTEMBER 20, 2019

Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry.

B2B 109

B2B Blog B2C Sales 109

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. Account Based Sales: How To Strategically Select Sales Targets.

Sales 52

Sales Customer Retention B2B Insights 52

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. And in B2B, it doesn't get any simpler than that. But I’m 97.4%

B2B 111

B2B Customer Experience Sales Customer Experience Professionals 111

ViiBE Blog

OCTOBER 28, 2022

When it comes to technical or after-sales assistance, B2B and B2B2C companies need to find effective tools to achieve smooth, transparent collaboration not only with their customers but also among employees in a professional environment. However, B2B and B2B2C environments require multifunctional tools.

B2B 52

B2B E-support Call Center Document 52