Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

Forrester's Customer Insights

OCTOBER 29, 2020

The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. Customer experience (CX) has become the number one business priority for marketers. CMOs are fully aware of the importance of customer data to personalise experiences.

Employee Experience 28

Employee Experience B2C Brands 2019 28

CX Journey

DECEMBER 18, 2014

The price of the product, the brand value, and the other pillars of marketing are no longer the most important factors in a consumer’s selection process. At a certain level of affluence, the absolute value of experience a company is likely to deliver becomes the pivotal point in making a selection.

Customer Centricity 76

Customer Centricity Customer Experience Competitive Advantage Culture 76

Smith+co CX

NOVEMBER 21, 2017

As a Communications and PR Consultant in B2C and B2C markets, I have always been conscious of what can happen when a poor customer experience is the precursor to poor communications. It happens across the board - from the giant brands to the SMEs. Use brand values to influence your communications strategy.

Communication 28

Communication B2C Airlines Brand Values 28

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.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Forrester's Customer Insights

APRIL 1, 2024

As we reach the anniversary of Bud Light’s marketing blunder, we’ve taken a look back into what really happened to fuel the iconic brand’s crisis. In the year following Bud Light’s cancellation, the company faced material backlash from both the LGBTQIA+ and conservative communities for their transgression of core brand values. […]

Marketing 56

Marketing Brand Values Brands Advertising 56

Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands 39

Brands 2010 Brand Values Advertising 39

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. The benefits of customer engagement are not just restricted to B2C sectors. Type, type, click, and the damage is done!

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

SurveySparrow

MARCH 18, 2020

You can look at revenue in so many ways, and it is a clear indicator of how your salespeople are doing, how your marketing team is faring and the kind of brand value that your company holds. You can look at the revenues generated each month, quarter, per sales rep, etc. Cost per lead.

Sales 52

Sales Management Net Promoter Score NPS 52

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 114

Net Promoter Score Customer Experience B2C CEM 114

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.

Definition 64

Definition Net Promoter Score Customer Experience B2C 64

NetBase

NOVEMBER 21, 2019

Brand Health & Crises Avoidance. Keeping a brand’s reputation intact online is something that can take a good bit of effort, particularly when it inhabits the B2C realm. One way that brands maintain health and avoid crises involves influencer marketing , which is a bit of a misnomer.

Insights 40

Insights Social Media Consumers Brands 40

NetBase

NOVEMBER 21, 2019

Brand Health & Crises Avoidance. Keeping a brand’s reputation intact online is something that can take a good bit of effort, particularly when it inhabits the B2C realm. One way that brands maintain health and avoid crises involves influencer marketing , which is a bit of a misnomer.

Insights 40

Insights Social Media Consumers Brands 40

Forrester's Customer Insights

SEPTEMBER 17, 2020

The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next-generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models.

Consumers 41

Consumers Brand Values Brands Customer Centricity 41

Kerry Bodine

JUNE 25, 2017

Your brand is defined by the experiences your customers have from the moment they know you exist through their very last interaction with you. But many customer interactions don’t embody your organization’s brand values—and some even thwart your brand image.

Workshop 4

Workshop Customer Journey Mapping B2C Customer Journey 4

ViiBE Blog

FEBRUARY 9, 2021

By integrating best practices from emerging field service management trends, you can enrich your company’s brand value, transforming your business into a best-in-class competitor. AR remote assistance is a tool that can be used to optimize both internal operations and B2C functions.

Management 52

Management 2021 Omnichannel Net Promoter Score 52