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. There is no need to go through lengthy reports or complex data presentations.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

ShepHyken

AUGUST 1, 2022

Want to “deliver delight” to your customers? 7 Ways Leading Companies Boost Repeat Sales by Nicholas Leighton. Entrepreneur) In a competitive market, neglecting existing customers puts you in a position to lose them to your rivals. My Comment: Repeat customers are gold. They want B2C-like experiences.

Article 71

Article 2022 Customer Service B2C 71

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. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ENGAGE.cx

JULY 23, 2015

Today’s customer is “always on”, they are both empowered and fluid with their touchpoints creating a tremendous new pressure for your business. These growing challenges in customer engagement continue to illuminate the need for a better way to manage customer relationships. Remember, not all CRMs are created equal.

B2C 67

B2C Technology B2B Touchpoint 67

Thematic

JANUARY 7, 2019

Are you doing customer engagement right? Too many marketers assume that their strategies and offers are engaging their customers. Unless you are engaged in two-way dialogue and providing value-added communications, you have no idea what customers think about your business and your marketing tactics.

Engagement 79

Engagement Customer Engagement B2C Customers 79

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. They are: A deep understanding of customer needs and motivations. B2B Loyalty, The B2C Way.

B2C 66

B2C B2B Loyalty Loyalty Programs 66

ProProfs Chat

DECEMBER 28, 2020

It’s not a surprise anymore that live chat has been established as the upcoming customer support tool in the market. It’s even becoming a popular sales tool among both B2C ( 74% ) and B2B (85%) business owners. However, the use of live chat software is not restricted in its sales and support roles anymore. Let’s dive in.

Customer Engagement 52

Customer Engagement Engagement Customers Events 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

Kustomer

JUNE 11, 2020

Last week, the research and advisory firm Gartner published the CRM Customer Engagement Magic Quadrant and Kustomer was announced as a new entrant. This debut underscores Kustomer’s important role in the space, as we continue paving the way for the next generation of customer service CRM, driving intelligent and scalable experiences.

Customer Engagement 52

Customer Engagement Engagement Reference B2C 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Sales 98

Sales Customer Success Customers Customer Relationships 98

GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping.

Customer Service 259

Customer Service B2C B2B Customers 259

ERDM

JUNE 10, 2019

Hope these insights are helpful: If your key metrics focus on measuring how many and how much, it's time to expand your metrics to include human data which will tell you why customers are not feeling valued, and how they want you to improve their customer experience with your brand. What they want to be communicated about.

Measurement 40

Measurement Customer Engagement Engagement B2C 40

Optimove

JUNE 1, 2023

Some better than others – and to that end, we’ll dive into what building a proper B2C digital marketing attribution strategy looks like. We begin this three-part series with the basics – the intricacies of the modern customer journey – and shed light on its various stages and steps.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

Experience Investigators by 360Connext

APRIL 21, 2015

After several years of confusion over who their customer was, they identified their ideal customer and redesigned almost everything – products, merchandising, marketing – to meet their needs better. By understanding both their customers and their retail partners, they now maintain the same inventory for 3 to 6 months.

B2B 285

B2B B2C Social Media Innovation 285

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Let’s look at some other major differences between B2B and B2C customer experience. #1.

B2B 52

B2B Customer Experience B2C Social Media 52

SAP Customer Experience

DECEMBER 1, 2021

If you are thinking, “I thought that B2E meant Business-to-Employee”, yes, the term B2E is used to refer to Business-to-Employee but also to Business-to-Everyone, it looks like we are running out of acronyms. The term “Business to Everyone” has been around for many years and is gaining popularity as B2B.

B2B 57

B2B B2C Reference Sales 57

Middlesex Consulting

MAY 31, 2015

Build a great product, work out a great price, get the right connections into buyers, land up at their factories, demonstrate the product, give the right customer references and you are well on your way to making that sale. The product centric approach to create superior customer engagement is well past its sell by date.

B2C 60

B2C B2B Magazine Competitive Advantage 60

CloudCherry

DECEMBER 1, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. But what about everyone who isn’t your customer?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Team Support

MAY 19, 2021

If you start neglecting your customers, then they’ll disperse to your competitors. 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. On the other hand, if you send too many emails, then people will unsubscribe from your emailing list.

Loyalty 59

Loyalty Sales B2B B2C 59

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. Customer Service Speaker and Author. Don’t be “sales-y”. Annette Franz.

B2C 49

B2C Customer Retention Brands Social Media 49

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement B2C Customer Success 80

BirdEye

NOVEMBER 7, 2023

Here, the customer may not understand 'TBD' (To Be Determined) and may want the business to take their question seriously. Right approach Customer: "When is the sale ending?" Business: "The sale's end date is TBA! For instance, customers would likely skim through a lengthy text about a sale. Stay tuned!”

Social Media 113

Social Media Communication ROI Sales 113

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. Call your sales number. It’s amazing how many inbound sales departments are totally unprepared for this type of question. Ask typical questions of the sales person. Use the channels your customers might.

B2B 271

B2B B2C Social Media Retail 271

Kustomer

JUNE 24, 2021

Sure, your company can be qualified as B2B or B2C, but what really matters is if you can be considered B2H: Business to Human. Head of Sales and CX here at Kustomer and your sidekick on these weekly LinkedIns. B2B versus B2C customer service has always been an interesting and fascinating thing to me. Read More Hide.

B2C 87

B2C B2B Events Interaction 87

CloudCherry

OCTOBER 30, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. But what about everyone who isn’t your customer?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

BirdEye

MARCH 10, 2022

B2Bs with referrals have a 70% higher conversion rate, and they report a 69% faster close time on sales. The lifetime value of referred customers is 16% higher than customers acquired through any other means. Referral programs use your happy customers as a funnel to create increased brand awareness. B2B v B2C Marketing.

Marketing 98

Marketing B2C Reference Social Media 98

ChurnZero

MAY 18, 2021

It lays down the probable path that they will take, the multiple touchpoints they will interact with or become exposed to before making a purchase as well as all important post-sale customer engagements. On the contrary, it is actually a crucial juncture after which the customer lifetime value could increase or decrease.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

Kitewheel

JANUARY 10, 2019

In a complex sales environment, even successful salespeople sometimes need help to satisfy the customer. Without this help, it’s difficult to close the deals and achieve sales metrics on time. The length of sales cycles has increased over the past few years. So too has the complexity of the sales process.

Sales 40

Sales B2C Communication Interaction 40

Lumoa

NOVEMBER 30, 2022

With conversational AI put into play, providing a great customer experience in retail becomes easier. For example, it elevates customer engagement, customer service efforts become more efficient, and it brings more personalized experiences. How to amplify customer experience in retail with conversational AI.

Retail 83

Retail Customer Experience E Commerce Virtual Agent 83

Kustomer

JUNE 24, 2021

Sure, your company can be qualified as B2B or B2C, but what really matters is if you can be considered B2H: Business to Human. Head of Sales and CX here at Kustomer and your sidekick on these weekly LinkedIns. B2B versus B2C customer service has always been an interesting and fascinating thing to me. Read More Hide.

B2C 59

B2C B2B Events Interaction 59

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Happy and satisfied customers mean that you can maintain regular sales and profit, which can help you maintain success.

Article 62

Article 2023 Customer Service Magazine 62

Upstream Works

SEPTEMBER 15, 2021

According to IMD , popular retailers saw an increase of up to 195% in digital sales after adopting omnichannel capabilities. Omnichannel provides businesses with unprecedented capabilities to become truly customer-centric, finally putting agents on a level playing field with customers. Digital Channel Flexibility.

Omnichannel 78

Omnichannel Contact Center Customer Centricity Fashion 78

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. One large purchase doesn’t always mean that the customer will come back, or will expect any significant assistance.

White Paper 64

White Paper B2C Social Media E-support 64

Joe Rawlinson

MARCH 14, 2018

Not only will you be able to spark personable connections with current customers that can increase customer engagement and loyalty, but you’ll also snag the attention of new buyers. According to recent studies covered by B2C , 90% of consumers read online reviews before visiting a business. You Can Manage Your Reputation.

B2C 94

B2C Customers Connections Feedback 94

Influitive

OCTOBER 30, 2015

Today’s customers have lots of choice, and since most B2B services run on a subscription basis, customers can cancel at virtually any time. To combat this, Chandar says marketers must focus less on acquiring customers, and more on interacting with customers. Invest in customer engagement & retention.”.

Customer Relationships 79

Customer Relationships Engagement Marketing B2B 79

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