InMoment XI

JULY 20, 2022

In today’s post InMoment EX and EX-CX linkage expert Michael Lowenstein is sharing his thought-leading insights on just those subjects. It is evident in both b2b and b2c products and services, everywhere around the globe. If these topics are on your company’s radar, you can get the answers you need here!

Article 493

Article Brands B2C B2B 493

Forrester's Customer Insights

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling. Among the many […]

B2C 44

B2C Marketing 2023 Consumers 44

Second to None

APRIL 23, 2019

The first major advancement that reshaped the B2C relationship was steam. [2] In a way, the modern B2C relationship has shifted back towards the multiplex state where the connection between customers and businesses was established on a highly personal level, and existed in many spheres. New Modes of Transportation.

B2C 84

B2C Transportation Social Media Entertainment 84

Forrester's Customer Insights

OCTOBER 18, 2022

Despite the massive opportunity in today’s green market, many B2C CMOs don’t know where to start. Learn the six keys to activating sustainability in your B2C marketing and communications.

B2C 48

B2C Communication Marketing Customer Experience 48

CloudCherry

AUGUST 26, 2019

Part of this includes CX initiatives that are focused on tearing down walls and reducing friction in the customer buying process, usually by adopting new customer platforms and developing capabilities that mirror the success stories from the B2C space. Of surveyed respondents, 40 out of 62 (about 65%) felt confident in this regard.

B2B 199

B2B 2019 Insights Metrics 199

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

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

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 111

2023 Consumers Brands Marketing 111

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 51

B2C 2021 Marketing Measurement 51

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

Alida

SEPTEMBER 20, 2018

You may adapt or tweak parts of the process depending on whether the client is B2B or B2C and based on scope and objectives, but in general, the overall process translates from one industry to the next. Pull the insights and tell the story. CX can provide additional insights and learnings to aid in the improvements.

Insights 200

Insights Customer Journey Mapping Webinar Customer Journey 200

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

NICE inContact

APRIL 24, 2019

In addition to its core B2B business distributing 60 million products to retail outlets worldwide, Basic Research continues to build a thriving B2C business: Consumers order direct by phone or online. The post Basic Research Builds B2C Business with Custom CRM Integration appeared first on NICE inContact Blog.

B2C 55

B2C Contact Center Omnichannel Touchpoint 55

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

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

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 111

B2B Customer Experience B2C Net Promoter Score 111

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

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

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

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 NPS 2023 2024 52

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

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

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 46

B2C Retail 2020 Marketing 46

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

FEBRUARY 22, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The challenge Due to its demanding, fashion-forward customers, Terminal X sought a smart and innovative Customer Relationship Management (CRM) platform to help it achieve its marketing goals. So, it turned to Optimove.

Sales 69

Sales E Commerce Multi-Channel Fashion 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

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

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. By understanding this journey, businesses can gain valuable insights into customer behavior, preferences, and pain points.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

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

Forrester's Customer Insights

APRIL 30, 2024

Buyer expectations for immediacy, relevance, and instant gratification have carried over from B2C to B2B and been amplified with Millennials and GenZ comprising more than half of the modern workforce.

B2B 57

B2B Interaction B2C Consumers 57

Forrester's Customer Insights

MAY 6, 2024

Read Principal Analyst Emily Pfeiffer's insights on the shifts in the B2C Commerce market over the past two years.

B2C 55

B2C Insights Marketing Consumers 55

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