Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). How can the business impact, or WOM/ROI, be determined? How does WOM/ROI vary by business category?

Marketing 159

Marketing ROI Advertising B2C 159

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

Natalie Petouhof

JANUARY 29, 2016

In wanting others to see what I saw, I started down the road of creating ROI models for digital / social / online communities. Now many years later, I am hearing the same question so I revisited the topic in some new research, ROI of Online Cloud Communities. And note, ROI of online communities is NOT limited to customer service.

ROI 49

ROI 2009 2008 2016 49

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

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

C3Centricity

MARCH 25, 2024

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! I believe it is because their ROI is longer-term and often difficult to prove. years) slightly better off than B2C (4.1 Why is this? years), with B2B companies (4.4

Marketing 90

Marketing 2009 ROI B2C 90

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. The Benefits of a Customer Experience Strategy CX is indispensable to compete and grow profitably in the market.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Very often, this is a partnership between Marketing and HR. Though at present they are far less prevalent, employees MROC’s represent tremendous, cost-effective learning and insight potential.

Connections 60

Connections Insights Social Media Banking 60

Forrester's Customer Insights

OCTOBER 20, 2023

Incrementality testing is a game-changing measurement approach for marketers. In the ever-evolving marketing landscape, this method holds the key to smarter decision-making, better allocation of resources, and, ultimately, greater ROI.

ROI 55

ROI Marketing Measurement B2C 55

Thematic

FEBRUARY 11, 2024

This year Medallia announced a self-service agile market research suite and 4 innovations in Generative AI. It’s a different approach, but one that resonates well with researchers and insights managers. Chrissy Hura from Scientific Games did a great job explaining how her team links issues in digital experience to ROI.

NPS 62

NPS Hotels Events Demo 62

C3Centricity

MARCH 21, 2024

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! I believe it is because their ROI is longer-term and often difficult to prove. years) slightly better off than B2C (4.1 Why is this? years), with B2B companies (4.4

Marketing 62

Marketing 2009 ROI B2C 62

Think Customers

AUGUST 30, 2021

In its research, “The Forrester Tech Tide : Sales Technologies, Q1 2021,” Forrester finds that digital “front doors” are now the primary way that sales prospects connect with brands—80% of B2B sales will take place in remote and digital settings, elevating the roles of data insight, digital content, and inside sales in the sales process.

B2B 59

B2B Sales 2021 ROI 59

Optimove

AUGUST 17, 2022

We recently surveyed 323 marketing decision-makers about their views on marketing, budgets, technology, acquisition vs. retention, future plans, tactics, and challenges. Did we gain plenty of insight from the results? And where there’s a gap, there’s an opportunity for those marketers who adapt faster.

2022 52

2022 B2C ROI Customer Centricity 52

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? And the process differs in B2B and B2C. However, in B2C, where there is a volume of customer feedback, contacting customers or following up becomes an impossible task. Let them know their insights are valuable enough to drive a change. . In the case of B2C, you can.

NPS 52

NPS Net Promoter Score B2C B2B 52

Forrester's Customer Insights

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial 57

Financial Marketing B2C Technology 57

SurveySparrow

AUGUST 13, 2020

But, you might be wondering if email automation is a good option to upskill your marketing game or not. Then let me break this to you for every $1 spent email will give you a $44 ROI. Even in the age of Facebook, Twitter, and Instagram, marketers keep coming back to emails because it’s 40x more effective. Create a Plan.

ROI 95

ROI Measurement Marketing 2024 95

Magellan Solutions

MAY 16, 2021

For this reason, the market expects a fast and easy communication with different brands and companies. This helps brands build rapport and grow their market reach and increase their loyal customers. Market segmentation is useful for any business strategy. Whether for business growth, sales or ROI increase.

Telecommunications 52

Telecommunications Transportation Banking Insurance 52

ReviewTrackers

MAY 8, 2017

Looking for the latest trends, tools, strategies, and insights on CX? Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ChurnZero

JANUARY 4, 2024

“B2B and B2C companies across industries will increasingly recognize the pivotal role that customer success plays in retaining existing clients, driving revenue, and fostering sustainable growth. .” “After the challenging job market we saw in 2023, 2024 will be very different,” Swati says.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Forrester's Customer Insights

SEPTEMBER 10, 2018

Influencer marketing is often characterized as a trendy tactic for B2C marketers to tap into the far-reaching audiences of the Insta-famous. There’s no doubt that the […].

Marketing 48

Marketing B2C B2B Insights 48

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. Market research style surveys will no longer suffice to provide the info needed to understand customer success. Marketing and Sales messaging might promise something different than reality.

B2B 40

B2B B2C ROI Feedback 40

Magellan Solutions

JULY 22, 2021

Inbound & Outbound B2C Telemarketing with the largest call center in the Philippines. Magellan Solutions can organically develop and expand your reach to different consumer markets. Through high quality B2C telemarketing services, we can do the following: . Market research and polling. Order entry. Fulfillment.

Call Center 40

Call Center B2C B2B Sales 40

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Apart from being an author, Kerry is also a renowned speaker and an insightful coach. Marketing and thought leadership programs. She is a sought-after public speaker and regular contributor at various publications.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. Market research style surveys will not provide the info needed to understand is an account is successful. Marketing and Sales messaging might promise something different than reality.

B2B 40

B2B Customer Experience B2C ROI 40

NetBase

OCTOBER 16, 2019

Their audience understanding has allowed each to differentiate and target an increasingly discontent and time-sensitive market: And as a recent PwC report on Retail Banking 2020: Evolution or Revolution shares, there’s a disconnect between traditional and forward-thinkers in the space. Social Insight Intel Implications. Great risk.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

OCTOBER 16, 2019

Their audience understanding has allowed each to differentiate and target an increasingly discontent and time-sensitive market: And as a recent PwC report on Retail Banking 2020: Evolution or Revolution shares, there’s a disconnect between traditional and forward-thinkers in the space. Social Insight Intel Implications. Great risk.

Banking 40

Banking Retail Feedback Social Media 40

ProProfs Chat

MAY 6, 2020

Marketing Customer Experience Statistics. Customer Experience ROI Statistics. Another factor that helps a business create great customer experience is its reputation in the market. If you are known to your target audience in the market, then they will more likely do business with you. B2B Customer Experience Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

Forrester's Customer Insights

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down.

2021 45

2021 Marketing Healthcare 2020 45

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* To achieve such engagement excellence, marketers must fundamentally change their thinking. In short, now is the time to shift to person-to-person (P2P) marketing.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* To achieve such engagement excellence, marketers must fundamentally change their thinking.

Customer Experience 49

Customer Experience Sales Customers ROI 49

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Expectations for B2C as well as B2B customers. For good reason too.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. This provides valuable insights on what is being requested by each segment.

Customer Success 0

Customer Success B2C NPS E-support 0

Thematic

FEBRUARY 12, 2019

This tool can be extremely beneficial as it helps you get an insight into your customer pain points and how to improve your customer experience. But more importantly, for sharing customer insights across the organization, maps can be critical for facilitating buy-in and driving targeted action internally to improve customer experience.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

LiveChat

NOVEMBER 20, 2018

The rapid growth of the IoT is changing the marketing landscape as well. Many brands and marketers are reconsidering their strategies because of it. But the IoT is not limited to the B2C segment. It can help improve customer experience in the B2B market as well. Develop new products.

E Commerce 78

E Commerce Customer Experience E-support B2B 78

Optimove

JANUARY 13, 2021

We will not pretend to be the same life-hackers that Mr. David is, so we’ll focus on what we know best: Relationship Marketing. In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. And no, they do not leave money on the table. #2

Marketing 52

Marketing Measurement 2020 Entertainment 52

ClearAction

DECEMBER 27, 2017

. “Our clients helped us see that in some cases where we weren’t collaborating, they would experience our lack of collaboration,” said Senior Vice President of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know similar insights?

Customer Experience 54

Customer Experience Workshop B2B Banking 54

Pink Guava

MARCH 25, 2019

There are enough choices in the market already. My product is B2B, what could be the right strategy to become B2C. How do I quantify the benefits (ROI) for my “customer experience strategy”? Is my product going to be accepted in the market? Go to Market – Be fearless! But growth is a concern.

Customer Experience Management 40

Customer Experience Management B2C Financial Social Media 40