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. This week he emphasizes B2B must think like B2C. Here are my top five picks from last week.

Article 62

Article Customer Service B2B 2023 62

Experience Investigators by 360Connext

JUNE 13, 2023

According to a survey conducted by Getfeedback in 2021 , 20% of CX professionals sit in the operations department under an Information Technology (IT). It operates as a centralized hub responsible for developing and disseminating best practices, providing guidance, and fostering innovation in customer experience across the organization.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Magellan Solutions

SEPTEMBER 23, 2021

While it is true that online digital marketing is a great strategy to get leads, to ditch your B2B or B2C telecalling marketing strategies is not smart either. In fact, for B2B or B2C telecalling marketing strategies , 79% of affluent clients still prefer to talk to someone over the phone. And the pandemic?

Marketing 98

Marketing B2C B2B Sales 98

BirdEye

MAY 3, 2023

Importance of marketing channels for a business B2B vs B2C marketing channels Top marketing channels for your business Frequently asked questions about marketing channels Conclusion Understanding marketing channels (what is it?) It is important to know the distinctions between B2B and B2C marketing channels to create effective strategies.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

Daniel Group

JANUARY 26, 2022

However, ignoring Customer Experience changed when engineering capabilities have increased worldwide, thus allowing for more innovation. Now, companies introduce innovative new products, and competitors soon match or leapfrog the innovation. . Hyundai offers similar innovative options as provided by other companies.

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

Oracle

SEPTEMBER 9, 2019

Oracle OpenWorld 2019 will take place September 16 – 19 in San Francisco, with over 2,000 unique sessions planned on topics including breakthrough innovation and technology. Presented by Tony Castiglioni, VP, Product Management, B2C, Oracle; Scott Tan, Head, CRM, ShopBack; Shashi Seth, SVP, Oracle Marketing Cloud, Oracle.

2019 45

2019 Technology Entertainment Events 45

Optimove

NOVEMBER 28, 2023

It’s a collaborative partnership where the marketer can ask questions and rely on AI to recommend innovative ideas. It is with these foundational elements and core technologies that we uphold our promise to help brands gain their customer’s loyalty for life.

Brands 69

Brands B2C Customer Relationships Loyalty 69

Oracle

APRIL 5, 2018

We spoke with Lars Furtwaengler, VP of eCommerce & Merchandising at PureFormulas, a Markie Award finalist in the Best B2C Commerce Experience category. Here’s what we learned about Lars and the innovative work he and the health and supplement store are doing in customer experience.

B2C 44

B2C 2014 2007 Sports 44

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. Tesla’s autopilot technology is a significant selling point for its vehicles.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Technology solutions are the need of the hour. Innovation remains the answer to most obstacles that lie in the journey ahead. Accelerating connectivity through technology. Consumer interactions have changed as well.

B2B 145

B2B E Commerce B2C E-support 145

One Millimeter Mindset

SEPTEMBER 24, 2018

Reinforcing a hopscotch client retention strategy reinforces “the same” rather than providing the palette for innovation. Babette Ten Haken’s One Millimeter Mindset speaking programs showcase how collaboration catalyzes purposeful personal development and business growth in today’s digitally transforming B2B and B2C environments.

B2C 213

B2C Workshop Customer Retention B2B 213

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. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. Here’s how.

Article 78

Article 2023 2028 Customer Service 78

West Monroe

JUNE 26, 2023

Learn to separate the fundamentals from the fads: Given the rapid pace of changing technology today, it is easy to get caught up in the latest buzz and hype. However, it’s essential to understand the challenges of modern business and apply the lens of what technology is here to stay vs. What might be gone tomorrow before jumping in.

2026 52

2026 B2C 2023 Innovation 52

ShepHyken

FEBRUARY 20, 2023

The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. Plus, Bill discusses the technologies used to capture data and what it means to brands and customers. Customer trust is important. You can personalize the journey based on context.

Customer Experience 64

Customer Experience B2C B2B Download 64

Oracle

MAY 26, 2020

Pella, a window and door-making company, has been bringing innovation into people’s homes for over 90 years. Pella has become a leader in technology and product innovation with more than 150 product and design patents. In short, customer service directly impacts brand loyalty.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

TechSee

APRIL 2, 2019

However, most of these innovations revolve around language. Computer vision is the technology that enables computers to see, recognize and process images in the same way as humans – and then some. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms.

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Bill Quiseng

MAY 10, 2023

HUMAN TO HUMAN Customers don’t go to B2B or B2C companies. SUCCEED INNOVATE When it comes to customers and customer service, if, at first, you don’t succeed, innovate until you do. TECHNOLOGY Not every customer experience can be made better with technology. Focus on the customer, not technology.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

Customer Bliss

MAY 23, 2018

She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella. When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers.

Sports 197

Sports Customer Experience E Commerce Travel 197

Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. Innovation and development happen best through people who bring different skills and perspectives to the same room. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. The Innovator: Looks for new ideas to improve processes. Controllers or empathizers?

Call Center 124

Call Center Contact Center Culture Average Handle Time 124

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 64

2023 Article Customer Service Books 64

Forrester

JANUARY 5, 2016

While much of the glitz and glam around customer experience has orbited around B2C organizations, Forrester believes that the imperative shift toward customer experience and subsequently, customer centricity, is creeping into the B2B space - sooner than we might expect. · Demonstrate the highest level of trust through co-innovation.

B2B 71

B2B Management B2C Innovation 71

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. Innovation doesn’t need to be sexy.

B2C 23

B2C B2B Innovation Technology 23

Magellan Solutions

AUGUST 30, 2021

Amidst the rapid growth of technology, game development also started to transform itself to quickly adapt to the rapid need and demand of customers. The Gaming Industry, Trend and Innovation Overview. Businesses need to have a good B2C telemarketing strategy in place because it helps them receive greater response rates. .

2026 52

2026 B2C Call Center Contact Center 52

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

ShepHyken

MARCH 23, 2021

Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done. Howard is the founder of two companies that enable large brands to win in the digital world: FROM, The Digital Transformation Agency and Innovation Loft. What are the similarities between B2B and B2C companies?

B2C 78

B2C B2B Metrics Customer Journey 78

One Millimeter Mindset

SEPTEMBER 17, 2018

Through sensor-based feedback loops displayed on screens in B2B as well as B2C settings. Babette Ten Haken’s One Millimeter Mindset speaking programs showcase how profitable collaboration catalyzes purposeful, innovative personal development, leadership communication and business growth. Via artificially intelligent inter “faces.”

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

Team Support

OCTOBER 28, 2020

Many of them have had to jump out in the cold, but thankfully we live in a time where technology is advanced enough to be easily accessible and leveraged quickly. We serve companies in all different industries—from SMBs to enterprise—when many of our competitors have maintained their focus on B2C ticketing,” mentions Harrington.

Customer Relationships 45

Customer Relationships Magazine B2B B2C 45

Oracle

JANUARY 28, 2019

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. IAM Robotics , featured in the Innovation Lab at NRF, is already disrupting warehouse pick and pack processes.

Retail 70

Retail B2C Omnichannel 2022 70

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). Three Innovations and a Challenge by Josh Linkner. We all see the obvious examples of innovators such as Apple, Netflix, and Uber. The future is now!

Article 78

Article 2018 Net Promoter Score Customer Service 78

Maz Iqbal

NOVEMBER 11, 2014

Two, there is the data-technology path. Let’s make use of the latest technologies (internet, social, mobile, mobile apps, kiosks, marketing platforms.) Take a look at just about any high profile B2C brand. This is the path pushed by the technology vendors and the more IT oriented consultancies. Is this all there is?

Travel 107

Travel Customer Experience Innovation Leadership 107

CSM Magazine

JUNE 4, 2021

It is the twenty first century, though no matter how much technology you put into the hands of your business-to-business (B2B) or business-to-consumer (B2C) clients, we cannot ignore the tremendous value of the human element in driving results. Coming out of the pandemic, financial services remains a people business.

Financial 98

Financial Management B2C Customer Service Representative 98

Oracle

MARCH 24, 2020

In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Trend #2: Utilizing AI and other emerging technologies. Trend #4: The rise of B2Me.

Marketing 108

Marketing Customer Experience Customer Centricity B2C 108

One Millimeter Mindset

SEPTEMBER 27, 2018

And yes, for those STEM professionals (Science-Technology-Engineering-Mathematics) reading this post, I can feel you shudder. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. 2 Ways We create Innovatively Unforgettable Customer Experiences.

Blog 70

Blog Customer Retention B2C Workshop 70

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Rival companies including Standard Cognition and Trigo Vision are also rolling out cashierless technology and Microsoft is also getting in on the act through a strategic partnership with Walmart. Context is key.

Net Promoter Score 95

Net Promoter Score Effort Score Contact Center Customer Journey 95

Forrester's Customer Insights

AUGUST 24, 2022

Over the past year, Forrester’s diligently covered the state of the metaverse and what it means for marketing, technology, and other business executives. On Thursday, September 29 at 11:15 am CDT, we will debate the future of the internet (Metaverse, NFTs, and Web3) at Forrester’s Technology & Innovation event.

Events 48

Events Innovation Technology Marketing 48

Gainsight

NOVEMBER 15, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B SaaS and beyond. Customer Education Gainsight recently acquired Northpass, the leading Customer Education platform. Digital means CSMs are doing the cooking—not the dishes,” says Sweiry.

2023 52

2023 Customer Success Roadmap B2C 52