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

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

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? Business-to-consumer (B2C) processes are aimed in a very different direction. B2C sales may be less focused on customer retention as B2B. Also important?

B2C 64

B2C B2B Sales Marketing 64

CloudCherry

AUGUST 26, 2019

If you’ve ever felt frustrated because you sent out yet another marketing email that missed the mark, this information shouldn’t come as a surprise. Organizations can no longer assume they’re achieving “customer delight” by relying on traditional digital marketing tactics alone. over 8 years ( Professional Planning Forum ).

B2B 199

B2B 2019 Insights Metrics 199

Optimove

OCTOBER 5, 2023

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing. Others

Marketing 72

Marketing 2023 Loyalty Consumers 72

Optimove

AUGUST 31, 2023

In this post, we explore the correlation between consumer demands for personalization and relevancy in marketing from brands, along with the challenges marketers face in leveraging first and zero-party data to deliver marketing communications that establish a personal connection with consumers. However, challenges persist.

Marketing 52

Marketing 2023 Multi-Channel B2C 52

2020 Research

JANUARY 17, 2024

Elevate Your Market Research Recruitment Today Learn how ​In this Article: Understanding Your Research Project Factors to Consider When Choosing the Right Recruitment Approach Which Recruitment Approach Should You Choose? Recruiting high-quality research participants for market research is an essential step in obtaining reliable insights.

Marketing 59

Marketing B2C Healthcare Insights 59

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.

B2C 45

B2C Brands 2022 Marketing 45

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 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

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

Optimove

JUNE 1, 2023

At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize. But, on the bright side, while marketing attribution is indeed a challenge, there are many ways to address it.

Customer Journey 52

Customer Journey E Commerce E-support Marketing 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

Forrester's Customer Insights

NOVEMBER 18, 2020

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

2021 50

2021 B2C Marketing Healthcare 50

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

SurveySparrow

FEBRUARY 9, 2024

That’s why it is so important to master this part of the customer journey marketing. So, being able to adapt your marketing strategy to fit each stage of the customer’s journey is crucial. When you learn every step of the way your clients take, you will gain insights into their pain points, preferences, habits, and feelings.

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

ENGAGE.cx

JULY 23, 2015

The majority of CRMs on the market today are built for RFP driven sales opportunities and overall pipeline forecasts–they were created for B2B businesses closing their next deal–not for the emotional verticals such as retail, hospitality and financial services. when they call, text, tweet, you know who they are.

B2C 67

B2C Technology B2B Touchpoint 67

Forrester's Customer Insights

JANUARY 26, 2023

We know that fluctuating market signals have you mired in scenario planning around “economic uncertainty.” But fret not, Forrester’s got you covered with our just published report “Navigating The 2023 Downturn: B2C Marketing Executives.” CMOs: You’ve made it to 2023.

B2C 26

B2C 2023 Brands Marketing 26

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

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. My Comment: Influencer Marketing is part of the customer experience.

Article 77

Article 2024 Customer Service Government 77

Forrester's Customer Insights

SEPTEMBER 9, 2019

Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? 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 […].

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

Optimove

FEBRUARY 15, 2024

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Optimove Connect 2024 is the two-day event where global marketers exchange best practices, learn and discover the latest strategies and solutions, and spark new ideas.

2024 52

2024 Connections 2025 Download 52

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. 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.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

Optimove

FEBRUARY 28, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Renowned expert whose research focuses on enterprise marketing technologies, including cross-channel campaign management, marketing resource management, and real-time interaction management, will address attendees of  Optimove Connect.

Connections 52

Connections 2023 2024 B2C 52

Forrester's Customer Insights

MARCH 20, 2015

It can be easy for B2B marketers to dismiss consumer loyalty models as inapplicable to their complex business relationships, but there's a lot more to consumer loyalty than points and discounts. B2B marketing Customer Insights Loyalty programs customer loyalty' Loyalty programs. customer loyalty.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

Optimove

FEBRUARY 8, 2021

So today, on our Smart CRM Basics series, we want to take you through a 4-minute drill and just see for a moment how all the moving parts of eCommerce marketing at scale are making sense together. And so, as we all know, eCommerce marketing revolves around any marketing activity done on an online store. The Power of ML.

Marketing 59

Marketing B2C Communication Connections 59

BirdEye

DECEMBER 30, 2022

Competitor analysis should always be a part of your marketing strategy on social media. To help you further refine your marketing efforts, we have a social media marketing strategy template that you can download for free. The best days to market your business on Facebook are Mondays, Wednesdays, and Fridays. .

Social Media 98

Social Media B2C Healthcare B2B 98

Bold360

NOVEMBER 6, 2018

Like many companies today, the majority of your customer lifecycle marketing budget is probably focused on acquisition, so you have the resources you need during this getting-to-know-you phase. Here’s why that MO is a no-go for your bottom line. You meet someone new — and you put your best foot forward.

B2C 209

B2C Customer Retention ROI Customer Journey 209

Forrester's Customer Insights

MARCH 26, 2024

To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand. Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers.

Technology 61

Technology Marketing Touchpoint Consumers 61

Currency Alliance

OCTOBER 12, 2020

And it does not matter if you are B2C, B2B, or B2B2C. Today, I am not going to teach you the basics of loyalty marketing. Markets evolve because they are ecosystems. Innovation in markets has been going on for centuries. So, now let’s zero-in on loyalty marketing. This is not a beginner’s class.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Oracle

AUGUST 6, 2019

Here are 5 of the upcoming, fascinating marketing sessions. Leveraging Connected Data Across the Marketing Lifecycle. Breakout session featuring Robin Opie, VP: Data Science, Oracle Data Cloud, Oracle and Steve Earl, Senior Director Product Marketing, Oracle. Marketing is being redefined by micromoments.

2019 47

2019 Marketing B2C Roadmap 47

Forrester's Customer Insights

MARCH 21, 2023

B2C marketers must understand customers and create value exchanges in their individual moments of need. A cross-channel marketing hub (CCMH) can help marketers overcome data and channel integration complexity to consistently engage […] Empowered customers expect seamless cross-channel experiences.

B2C 26

B2C Marketing Customer Expectations Engagement 26

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 49

B2C 2022 Marketing Customer Relationship Management 49

Optimove

FEBRUARY 8, 2021

So today, on our Smart CRM Basics series, we want to take you through a 4-minute drill and just see for a moment how all the moving parts of eCommerce marketing at scale are making sense together. And so, as we all know, eCommerce marketing revolves around any marketing activity done on an online store. The Power of ML.

Marketing 52

Marketing B2C Communication Connections 52

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. In other words, they are marketing their services to humans. This week he emphasizes B2B must think like B2C.

Article 62

Article Customer Service B2B 2023 62

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. Too many companies focus on acquisition, investing way more in marketing and sales than on improving the customer experience.

B2C 49

B2C Customer Retention Brands Social Media 49