InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

B2C 529

B2C Employee Experience Culture Touchpoint 529

Confirmit

MARCH 12, 2019

Last week we joined insights, research and marketing professionals from around the world at the Marketing Week Insights Show in London. What’s nice about this event is that we’re able to speak to people from every part of the marketing world – often the home of Customer Experience and Insight teams.

Insights 56

Insights B2C Events Social Media 56

Forrester's Customer Insights

MAY 11, 2022

Today, we have fresh data from Forrester’s Q2 B2C Marketing CMO Pulse Survey, 2022 — a cross-industry survey among 153 US B2C marketing executives, VP and above, at brands with at least 500 employees. We provided a list of 13 trending marketing priorities and asked respondents to indicate the degree to which each is a […].

B2C 45

B2C Brands 2022 Marketing 45

Oracle

SEPTEMBER 10, 2019

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. What are the most important differences between B2B and B2C? Defining both B2B and B2C is fairly self-explanatory, but the mechanisms behind how each operates adds further understanding to their respective roles in online commerce.

B2C 64

B2C B2B Sales Marketing 64

Forrester's Customer Insights

OCTOBER 23, 2020

B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world.

B2C 52

B2C 2021 Marketing Measurement 52

Oracle

MARCH 28, 2019

What is B2C? While some B2C trends may extend along traditional lines such as access to customers and understanding buyer behavior, the methods in which they are deployed are now more than ever accessible to businesses of all sizes. What is B2C going to look like 1, 5, or 10 years from now? The post What Is B2C?

B2C 73

B2C Consumers Retail 2017 73

ENGAGE.cx

JULY 23, 2015

You need something new, a B2C CRM built for scaling relationships in the moment and bridging last customer relationships. A B2C CRM helps you to better interact and manage your customer relationships much like you would friendships: You and your friends always know each other and the context of the situation when you interact.

B2C 67

B2C Technology B2B Touchpoint 67

Forrester's Customer Insights

JANUARY 26, 2023

But fret not, Forrester’s got you covered with our just published report “Navigating The 2023 Downturn: B2C Marketing Executives.” We know that fluctuating market signals have you mired in scenario planning around “economic uncertainty.” Make Brand Experience The Top Priority In All Scenario Plans In our full report, we […]

B2C 26

B2C 2023 Brands Marketing 26

Optimove

DECEMBER 21, 2023

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Consumers’ Perspective Consumers want fewer messages : 66% of consumers want fewer marketing messages, and 27% feel bombarded by them. Source: 2023 Survey of B2C Marketers). Learn more about OptiGenie.

2023 64

2023 Consumers Brands Marketing 64

Forrester's Customer Insights

SEPTEMBER 9, 2019

I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […]. Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you!

B2C 41

B2C Marketing Engagement Management 41

Magellan Solutions

SEPTEMBER 9, 2020

Based on the live chat statistics 2020 of Finances Online, 67% of B2C businesses use live chat for customer support. 74% of B2C and 85% of B2B utilize it for sales. They also make use of it for marketing with 31% of B2C and 54% of B2B companies as it helps enable a more compelling conversation between a business and a consumer.

2020 52

2020 Insights B2C E-support 52

Forrester's Customer Insights

MAY 29, 2019

This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]. Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 47

B2C 2019 Retail Loyalty 47

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

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: I can’t wait to see what 2020 has in store, and I’m thrilled to continue offering insights every week.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

CX University

JANUARY 30, 2024

While NPS is a valuable quantitative metric, it should be complemented with qualitative insights to provide the necessary context behind the score. CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score 2024 NPS 2023 52

Forrester's Customer Insights

APRIL 28, 2022

The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly.

B2C 26

B2C Marketing 2022 Omnichannel 26

Middlesex Consulting

MAY 31, 2015

But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect. But, here is the interesting insight. One can make the argument that this has always been the case, and it would be right. Moving ahead.

B2C 60

B2C B2B Magazine Competitive Advantage 60

Forrester's Customer Insights

MARCH 17, 2020

To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail. To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

B2C 47

B2C Retail 2020 Marketing 47

Feedbackly

NOVEMBER 17, 2020

For businesses, every purchase is a vote from their customers, endorsing their brand and products. Therefore, customers have always been and will always be.

B2C 98

B2C Consumers Brands Customers 98

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . The insights and strategies we received from these 24 experts were enlightening. For most B2C brands, the customer’s interactions with the organization’s team members are the ones that make or break the experience.

B2C 49

B2C Customer Retention Brands Social Media 49

Optimove

OCTOBER 26, 2023

Why it matters: Without the harmonious operation of a Customer Data Platform (CDP) and a Multichannel Marketing Hub (MMH), B2C marketers looking to employ Customer-Led Marketing strategies risk alienating customers with mistimed, irrelevant, and impersonal messages.

Customer Experience 69

Customer Experience B2C Social Media Touchpoint 69

Optimove

AUGUST 31, 2023

” In our work with hundreds of major B2C brands, we have observed that relevance plays a pivotal role in enhancing customer engagement across diverse industries such as finance, retail, and gaming. The lack of insights from these data sources is akin to a compass-less journey.

Marketing 52

Marketing 2023 Multi-Channel B2C 52

Up Your Service

JULY 16, 2018

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. No matter where you are located or what your industry you are in, understanding these insights matters for your business and future success.

Connections 67

Connections Insights Culture B2C 67

Optimove

FEBRUARY 28, 2024

With martech spending reaching new heights, with diminishing returns, Warner offers marketers a rare opportunity to gain insights to ensure that marketing spend does deliver increasing returns.  

Connections 52

Connections 2023 2024 B2C 52

Optimove

FEBRUARY 15, 2024

The insight-packed and diverse agenda is a must for any sophisticated marketer looking to take their marketing to new heights. As a top customer relationship marketing authority, and a Senior Fellow at the Wharton School, Hoyne will share valuable insights and practical tips with top marketers during the conference.

2024 52

2024 Connections 2025 Download 52

ShepHyken

APRIL 1, 2024

10x Improvement in Customer Experience by Deloitte Center for Government Insights (Deloitte) Combining digital public infrastructure like digital identity with tools like human-centered design can help governments significantly enhance customer experience. That message is loud and clear in just the first two paragraphs of this article.

Article 77

Article 2024 Customer Service Government 77

Retently

NOVEMBER 27, 2023

Surveying channel that fits with your target audience: Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insight into where and when to survey their customers. Use your NPS as a valuable metric to track growing profit and customers’ overall sentiment of your brand.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BirdEye

DECEMBER 30, 2022

However, Facebook and other platforms offer tools like Audience Insights that can give you detailed information about your followers, like their demographics, behaviors, and when they use the platform most. . Tools like Audience Insights will show you graphs that represent the best times you can post based on your audience activity.

Social Media 98

Social Media B2C Healthcare B2B 98

InMoment XI

JANUARY 9, 2024

The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers. How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management.

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

2021 50

2021 B2C Marketing Healthcare 50

One Millimeter Mindset

SEPTEMBER 24, 2018

Based on the quality of customer insights you have gleaned by going off-script in your conversations? Never miss another insightful post. When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? At this particular time?

B2C 213

B2C Workshop Customer Retention B2B 213

Forrester's Customer Insights

MARCH 20, 2015

In my latest report, " B2B Loyalty, The B2C Way ," I explore how B2B companies can use consumer loyalty principles to deepen their business relationships. Looking past rewards, they specifically stand to benefit from three core tents of loyalty embraced by successful B2C loyalty marketers: Read more Categories: B2B marketing.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” In Forrester’s Q1 B2C Marketing CMO Pulse Survey, 2022, a whopping 76% of B2C marketing respondents said that they are […].

B2C 49

B2C 2022 Marketing Customer Relationship Management 49

Daniel Group

APRIL 23, 2021

I discuss this and other insights about communication further in my recent blog, Three Powerful Tips for Effective CX Communication. This article is geared more toward B2C, but the principles apply to B2B as well. But as you’re no doubt aware—selling to a B2C customer is the polar opposite of selling to B2B and industrial customers.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Bold360

NOVEMBER 6, 2018

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them. She doesn’t know if she can trust you. .

B2C 209

B2C Customer Retention ROI Customer Journey 209

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