Lithium

SEPTEMBER 20, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences.

2018 40

2018 Social Media B2C B2B 40

Lithium

SEPTEMBER 20, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. ROI, sales revenue). B2B Community Innovator. B2C Community Innovator. Recognizes a B2C brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences.

2018 40

2018 Social Media B2C B2B 40

ViiBE Blog

FEBRUARY 9, 2021

The digital transformation of the field service management industry enables companies to deliver improved service offerings to customers and boost their ROI. Simply put, omnichannel is innovation through integration. 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

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Visualize a “future-state” customer experience to spur innovation.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

SurveySparrow

AUGUST 23, 2020

Only when you know who exactly to target, would your PPC campaigns have high ROIs. There are different types of copy, right from B2B or B2C brochures, copy for TV or radio ads, Sales script, customer support script, etc. The ROI of email marketing is ridiculously high. Write more than one copy for each ad or landing page.

Marketing 59

Marketing Social Media Metrics ROI 59

Currency Alliance

JUNE 11, 2019

To be perfectly clear, this does not mean that any bank should cease to innovate around consumer-facing UX. Your payment card may register at dozens of online and offline touchpoints every day. Customer loyalty is just one operational domain for a bank, but it probably has the highest ROI if the merchant network is leveraged.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

ClearAction

OCTOBER 25, 2018

Half of B2C companies and a third of B2B companies have a dedicated customer experience budget. Specific to physical touchpoints, 77% admit it can take up to 90 days to respond and react to customer feedback, suggestions or issues, with 36% needing up to three months to respond. 6 Drucker on Marketing , William Cohen.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Waypoint Group

SEPTEMBER 2, 2015

This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. Probably not.

Customer Journey Mapping 60

Customer Journey Mapping B2B Customer Journey ROI 60

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. The B2B customer experience is affected by various touchpoints throughout the customer account journey. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints.

B2B 10

B2B Net Promoter Score Customer Success Customer Journey 10

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Qualtrics

FEBRUARY 26, 2019

As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. I love that.

Customer Experience 37

Customer Experience Books B2C B2B 37