ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. Together, these elements will enhance customers’ experiences while interacting with the brand or product. What is digital CX?

Social Media 52

Social Media 2023 Roadmap E-support 52

SmartKarrot

JULY 21, 2020

There are basically two categories in which your business would fit – B2B and B2C. While in the B2C category, you would want to target your product to direct consumers. In both the categories you need to ensure that you retain your customers. In both the categories you need to ensure that you retain your customers.

B2C 10

B2C B2B Customer Success Customer Journey 10

SurveySparrow

MARCH 18, 2020

Sales managers might feel as if they are getting a lot done but they will be going nowhere if they don’t measure their efforts. That’s why having KPIs is important for salespeople so that sales managers can keep them accountable. Benefits of tracking KPIs for Sales Managers. Top 10 KPIs for Sales Managers. Take a look: 1.

Sales 52

Sales Management Net Promoter Score NPS 52

Avaya

MAY 28, 2019

What happened here was an inability to keep pace with an evolving customer base. This is an issue plaguing many businesses for one simple reason: customers are treated differently during the prospecting and onboarding phases than the continual service phase. Your top priority should be helping customers achieve their goals.

Customer Experience 80

Customer Experience Retail B2C Social Media 80

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Most B2C is pretty transactional.

B2B 95

B2B B2C Customer Centricity Sports 95

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. After getting lost in the interactive voice response (IVR) system, they go back to the website and try the chat feature.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Comm100

SEPTEMBER 28, 2021

70% of live chat queries are now diverted to the chatbot, and 68% of those are resolved without any human interaction. Customer service can be a tough job for frontline agents, so it’s really important for us to make sure that we are doing everything we can to improve their everyday experience. In addition, our sales team loves it.

Customer Service 89

Customer Service Banking 2019 2007 89

Magellan Solutions

MAY 16, 2021

On top of after sales support, nurturing existing customers and going after new ones is the standard business practice. This helps brands build rapport and grow their market reach and increase their loyal customers. Whether for business growth, sales or ROI increase. Won’t disrupt the customer’s research process .

Telecommunications 52

Telecommunications Transportation Banking Insurance 52

West Monroe

NOVEMBER 18, 2021

Given that context, we see three main lessons from our consumer subscription services research that are immediately applicable to B2B SaaS providers looking to engage and grow their customer base. Both B2C and B2B subscription service providers will face significant pressure to drive ARR growth at scale.

B2B 40

B2B Marketing B2C Consumers 40

West Monroe

NOVEMBER 18, 2021

Given that context, we see three main lessons from our consumer subscription services research that are immediately applicable to B2B SaaS providers looking to engage and grow their customer base. Both B2C and B2B subscription service providers will face significant pressure to drive ARR growth at scale.

B2B 40

B2B Marketing B2C Consumers 40

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. that have rarely, if ever, been called into question.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Second to None

APRIL 23, 2019

1] Yet, the way in which businesses and customers interact today is the result of years and years of transformation that has occurred over the past few centuries. Throughout history, relationships between customers and businesses have been defined by the available technology and existing societal standards. Age of the Internet.

B2C 84

B2C Transportation Social Media Entertainment 84

Magellan Solutions

AUGUST 11, 2021

While the manner in which people interact with one another varies greatly from site to site, the goal remains the same: to make the right connections with the right people. And while there is some overlap in these two strategies, there are also key differences in the specific tactics used to drive customers into your sales funnel.

Call Center 52

Call Center Social Media Advertising Contact Center 52

ProProfs Chat

DECEMBER 23, 2020

Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better. Collect Customer Data.

Customers 87

Customers Presentation Sales Marketing 87

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Advertising Books Customer Journey 107

ProProfs Chat

MAY 6, 2020

Marketing Customer Experience Statistics. B2B Customer Experience Statistics. Retail Customer Experience Statistics. Mobile Customer Experience Statistics. Customer Experience Drives Sales Statistics. Digital Customer Experience Statistics. Customer Experience ROI Statistics. 56% of U.S.

2020 66

2020 Customer Experience E Commerce E-support 66

Amity

JANUARY 30, 2019

A good starting point in evaluating your structure is understanding the customer journey that individuals embark on when working with your organization and understanding how they start using your product and/or services. The customer journey starts the second a person or organization starts interacting with your business.

Customer Success 61

Customer Success Definition Customer Journey Customers 61

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences. Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. ROI, sales revenue). B2C Community Innovator.

2018 40

2018 Social Media B2C B2B 40

Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers. Nancy Porte.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Feedbackly

SEPTEMBER 26, 2018

And it is also of paramount performance when your customer base grows because there are countless examples of companies who are not able to efficiently scale their customer experience strategies. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin. The response rate has a massive effect on the statistical validity of any survey.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Kustomer

MAY 12, 2022

Over the years, Griffin has created a playbook that helps guide her customer support team to give the best service possible by initiating genuine human interaction. The playbook was created to include strategies and processes to help employees listen to the customer and to understand their needs. A Playbook for Empathetic CX.

Customer Service 96

Customer Service Definition Customers Airlines 96

CXApp

JULY 31, 2018

Everyone today — your customer base especially — wants to receive the most up-to-date and accurate information , as soon as possible. In fact, 80 percent of business buyers — including B2B and B2C — expect companies to respond and interact with them in real-time. What kind of products or services do they migrate to most?

Touchpoint 40

Touchpoint Communication B2C Interaction 40

CXApp

JULY 31, 2018

Everyone today — your customer base especially — wants to receive the most up-to-date and accurate information , as soon as possible. In fact, 80 percent of business buyers — including B2B and B2C — expect companies to respond and interact with them in real-time. What kind of products or services do they migrate to most?

Touchpoint 40

Touchpoint Communication B2C Interaction 40

Kustomer

MARCH 10, 2020

Gingiss points out that most companies invest heavily in sales, not customer retention. This lack of attention current customers receive decreases the positive attitude customers have toward a company. Companies should focus on striking a balance between growing the customer base and retaining existing customers.

Marketing 52

Marketing Customer Experience Social Media Customers 52

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Gainsight

AUGUST 22, 2019

B2B might work differently than B2C. To win in all three I believe Marketing, Sales, and CS need to build meaningful bridges of streamlined customer data flow and actions. Leverage a customer community , if one exists, for advocacy (while acknowledging their contribution) without adding to the CSM overload.

Customer Success 20

Customer Success Marketing Touchpoint B2C 20

SmartKarrot

JULY 7, 2023

In the simplest term, account white space analysis refers to the analysis of customer accounts to find the areas of unmet demand. It is the process through which businesses identify the opportunities and growth potentials within the existing customer accounts by going thoroughly into the sales data.

Customer Satisfaction 10

Customer Satisfaction Loyalty B2B Return on Investment 10

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. Customers want to feel valued these days, and that too at every single interaction. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones.

B2B 52

B2B Customer Experience B2C Social Media 52

Team Support

MAY 5, 2020

Can managing support interactions be chaotic? Believe it or not, some companies are still relying on spreadsheets to manage different areas of customer support. This is often a clear sign of chaotic support interactions. Are your different support channels talking to each other? Are agents frustrated with support workflows?

B2C 59

B2C Advertising B2B Interaction 59

Lumoa

OCTOBER 31, 2018

Diane Magers, CEO at CXPA @DianeMagers “Customer Experience has been a catalyst for organizational change. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience!

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Team Support

JUNE 3, 2020

Can managing support interactions be chaotic? Believe it or not, some companies are still relying on spreadsheets to manage different areas of customer support. This is often a clear sign of chaotic support interactions. Are your different support channels talking to each other? Are agents frustrated with support workflows?

B2B 64

B2B B2C Demo Interaction 64

Kustomer

OCTOBER 8, 2020

Over the years, Irene has created a playbook that helps guide her Customer Support Team to give the best service possible by initiating genuine human interaction. The playbook was created to include strategies and processes to help employees listen to the customer and to understand their needs. A Playbook for Empathetic CX.

Definition 52

Definition Customers Airlines Customer Service 52