Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

MARCH 31, 2024

According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service. Why stagnate when you can innovate? While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), Connect with Shep on LinkedIn.

Article 83

Article 2024 Customer Service Government 83

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. And most likely, that will be to a consumer experience. This week he emphasizes B2B must think like B2C.

Article 62

Article Customer Service B2B 2023 62

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 67

Connections Insights Culture B2C 67

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Innovation remains the answer to most obstacles that lie in the journey ahead. Consumer interactions have changed as well. Accelerating connectivity through technology. The pandemic has brought everyone back to basics.

B2B 148

B2B E Commerce B2C E-support 148

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Article 80

Article 2023 2028 Customer Service 80

Kerry Bodine

OCTOBER 20, 2021

But here’s what innovative organizations understand: Customer experience is the superhighway to business success. In fact, Salesforce conducted its research with both consumers and business buyers, and in several cases found that the business buyers had stronger behavioral reactions to good and bad experiences than consumers did.

Customer Experience 90

Customer Experience B2C Hotels Events 90

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 40

Connections Insights Culture B2C 40

ShepHyken

MAY 28, 2023

While ancillary products are not a new concept, the sophistication with which they are merchandised has entered new territories thanks to artificial intelligence-led innovations. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry.

2023 65

2023 Article Customer Service Books 65

Customer Bliss

JULY 5, 2016

Natalie is the Vice President of Consumer Experience for Anthem Inc. She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. You can connect with Natalie on LinkedIn here. The problem?

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Innovative, social techniques are core to employee VOC programs. The post MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities appeared first on.

Connections 60

Connections Insights Social Media Banking 60

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. How do we so easily forget that customer service is just two people connecting and engaging for mutual benefit?

Healthcare 81

Healthcare Consumers Customer Service Hospitality 81

ShepHyken

NOVEMBER 16, 2020

3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. Forbes) Innovation has become a popular buzzword of the Digital Age. And today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience. Government sits at the bottom.

2020 85

2020 Article Customer Service E Commerce 85

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. The Importance of Personalization. The data shows that 49 percent of U.S.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. And as consumers are increasingly seeking meaningful engagements, businesses must incorporate empathy and personalization into their customer feedback mechanisms. But how to do that?

Feedback 52

Feedback Engagement Customer Journey Mapping Social Media 52

Strativity

JULY 15, 2020

Material combines long-standing capabilities and expertise in analytics, deep human understanding, and design thinking to turn insights into impact for clients and consumers. The company’s innovative approach avoids the organizational silos that plague holding companies and traditional consulting firms. and the U.K.

B2C 52

B2C Consulting B2B Innovation 52

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. However, most of these innovations revolve around language. Today’s contact centers face a daunting challenge. Object Recognition.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Oracle

JANUARY 28, 2019

Consumers today are more connected, have more choice, and expect a frictionless transaction process. At NRF 2019 , vendors from across the globe showcased innovations in omnichannel retail technology that will breathe new life into the way we shop and consume. The experience economy is upon us.

Retail 70

Retail B2C Omnichannel 2022 70

ShepHyken

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. It needs to address a need.

B2C 23

B2C B2B Innovation Technology 23

Magellan Solutions

AUGUST 15, 2022

BUSINESS TO CONSUMER (B2C). B2C ecommerce businesses market their products directly to consumers. A B2C company conducts business directly with the consumer who will utilize the products in the end, as opposed to distributing them to an intermediary. CONSUMER TO CONSUMER (C2C).

E Commerce 40

E Commerce 2022 2023 B2C 40

Hero Digital

JULY 22, 2019

B2C brands have discovered the demand for human-centered products and marketing, and now it’s time for B2B companies to realize that people are also behind their user journeys. B2B CMOs need to identify customer truths and respond with new innovation opportunities, transformed digital experiences, and a modern marketing ecosystem.

B2B 85

B2B B2C 2003 Omnichannel 85

Magellan Solutions

AUGUST 30, 2021

The Gaming Industry, Trend and Innovation Overview. Although most games aren’t that long, game creation is a time-consuming and expensive process, and an expensive game that fails to perform well costs developers both time and money. It also aids in establishing an immediate connection with current and new customers.

2026 52

2026 B2C Call Center Contact Center 52

Second to None

APRIL 12, 2019

1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle. Personalization highlights the human factor of a B2C relationship. In order to reach the customer in that manner, you must know them to their core. 1] [link]. [2]

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what? The problem with CLOs.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Gainsight

OCTOBER 3, 2019

In the past, a small number of behemoths dominated the market, but today, innovative brands of all sizes are competing in this large and dynamic marketplace. And yet, many B2B brands struggle to provide the frictionless experience consumers have come to expect from B2C brands. Differentiate your business with CX.

B2B 55

B2B Customer Experience Marketing B2C 55

Oracle

MARCH 2, 2018

Omnichannel marketing helps both B2B and B2C organizations connect to their existing and potential customers in more meaningful and relevant ways. Multichannel defines the channels used for interactions between the brand and the customer/consumer. Omnichannel rock stars provide both inspiration and innovation insights.

Omnichannel 60

Omnichannel Marketing B2C B2B 60

West Monroe

AUGUST 29, 2022

There’s a digital transition underway in many industries—from connected to intelligent to autonomous. Through IoT connectivity among products, manufacturing operations, vehicles, and buildings, people can now begin to monitor factory systems more intelligently. What do executives think about the metaverse today?

2022 52

2022 Definition Leadership Consumers 52

West Monroe

AUGUST 29, 2022

There’s a digital transition underway in many industries—from connected to intelligent to autonomous. Through IoT connectivity among products, manufacturing operations, vehicles, and buildings, people can now begin to monitor factory systems more intelligently. What do executives think about the metaverse today?

2022 52

2022 Definition Leadership Consumers 52

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Many B2C companies use us and they want to talk to their customers, to find out what’s going on. Absolutely.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

NetBase

AUGUST 2, 2019

It captures and aggregates structured and unstructured data, even imagery, emojis and slang—from everywhere you find consumers participating. It’s a window into niche audience consumer conversation that informs businesses around crisis response, campaign measurement, content ideation, product innovation, and more.

B2B 82

B2B Innovation Events B2C 82

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Many B2C companies use us and they want to talk to their customers, to find out what’s going on. Absolutely.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Strativity

JULY 16, 2020

Sensing that we needed a more clearly defined mission, I developed a growth vision for the company that positioned us more as a consulting firm with a unique ability to use consumer feedback to help companies solve complex marketing and business problems. As we expanded into consultative insights and innovation, we became LRW.

Consulting 52

Consulting B2C Loyalty Programs Social Media 52

Oracle

NOVEMBER 26, 2019

As a consumer, I hate receiving email campaigns with offerings I am not interested in. Pet peeve #6: Is it B2B, B2C, or B2P? As a B2B marketer, I hate when people act like B2C is something completely different. Do they know businesses are made up of people, who are also consumers? Pet peeve #18: Sneaky connections.

2019 85

2019 Marketing Social Media B2C 85

ViiBE Blog

FEBRUARY 9, 2021

In fact, in a recent poll, 51% of consumers report that they recommended a company to their family and friends after a good client care experience. Field service management is also changing in response to modern consumer expectations. Simply put, omnichannel is innovation through integration.

Management 52

Management 2021 Omnichannel Net Promoter Score 52

Chadwick Martin Bailey

NOVEMBER 12, 2019

As our tech giants acquire entire ecosystems and categories, our data is now the currency of global innovation for a nomad generation. No prizes for predicting who will thrive in our increasingly connected and disrupted future. Are we measuring C2C, B2C, C2B? While in Vegas, I netted $40. But is that good? And share of what?

2029 61

2029 2027 Hotels E-support 61

Second to None

APRIL 26, 2019

Otherwise, we might end relationships prematurely and miss out on the many benefits of social connection. [1]. The same goes for the B2C relationship. Especially due to the unlimited options that are available to consumers, it is crucial to learn from past mistakes and improve your customer service program. 2,3] [link].

Loyalty 81

Loyalty B2C Brands 2018 81

Second to None

APRIL 26, 2019

Otherwise, we might end relationships prematurely and miss out on the many benefits of social connection. [1]. The same goes for the B2C relationship. Especially due to the unlimited options that are available to consumers, it is crucial to learn from past mistakes and improve your customer service program. 2,3] [link].

Loyalty 76

Loyalty B2C Brands 2018 76