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

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. Though at present they are far less prevalent, employees MROC’s represent tremendous, cost-effective learning and insight potential. Online Community ROI, Redefined (In Pictures). Michael Lowenstein, Ph.D.,

Connections 60

Connections Insights Social Media Banking 60

Gainsight

JULY 6, 2023

B2C technologies have trained users to expect a cohesive omnichannel experience, almost automatically. Adoption Analytics Provide Game-Changing Insights When it comes to understanding if your users are getting value out of your product or not, there’s no substitute for measuring in-product user behaviors.

Touchpoint 52

Touchpoint B2C Omnichannel ROI 52

Thematic

NOVEMBER 28, 2019

Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal? When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations. The respondents.

ROI 100

ROI Net Promoter Score Metrics B2C 100

Thematic

FEBRUARY 11, 2024

It’s a different approach, but one that resonates well with researchers and insights managers. The Sessions To dig deeper into AI, CX, EX and ROI, Medallia Experience had a packed agenda of sessions led by Medallia product people, consultants / speakers and practitioners. So, technically we are a partner.

NPS 62

NPS Hotels Events Demo 62

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. With good insight and analysis, you can identify and implement activities aimed at new opportunities for growth, cost savings and increased customer satisfacfation.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

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

TechSee

APRIL 23, 2019

Data from the US Department of Energy indicates that predictive maintenance is highly cost-effective, delivering a 1,000% increase in ROI, a 25%-30% reduction in maintenance costs, ensuring 70%-75% fewer breakdowns and achieving a 35%-45% reduction in downtime. Predictive Analytics Applied to B2C. Where it’s all heading.

B2C 104

B2C Automotive Customer Satisfaction Reference 104

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

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

Thematic

NOVEMBER 28, 2019

Do your stakeholders ever dismiss customer feedback insights or reports as anecdotal? When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations. The respondents. The results.

ROI 62

ROI Net Promoter Score Metrics B2C 62

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Optimove

AUGUST 17, 2022

Did we gain plenty of insight from the results? The result is an incredibly comprehensive view of the state of B2C Marketing in general, the digital aspect of it, and the professional psychic of the people who run it. Did they enjoy the process? That’s debatable.

2022 52

2022 B2C ROI Customer Centricity 52

Oracle

AUGUST 6, 2019

Breakout session featuring Tony Castiglioni, VP, Product Management, B2C, Oracle, Pierre Custeau, VP Product Management, B2B, Oracle, and Shashi Seth, SVP, Oracle Marketing Cloud, Oracle. The AI-Powered Marketer: How to Craft a Next-Gen B2C Marketing Campaign. Strengthening the Customer Experience Using Data and Oracle Marketing Cloud.

2019 47

2019 Marketing B2C Roadmap 47

Forrester's Customer Insights

OCTOBER 20, 2023

In the ever-evolving marketing landscape, this method holds the key to smarter decision-making, better allocation of resources, and, ultimately, greater ROI. Our most recent report, Testing, Testing: Use Incrementality Tests To Lift Your Marketing ROI, has best practices to get started with building an incrementality testing […]

ROI 56

ROI Marketing Measurement B2C 56

CSM Magazine

JANUARY 31, 2022

Lately, most B2C and B2B business owners have realized the importance of digital transformation and enhancing the customer experience. Most business owners believe that delivering a tremendous customer experience can have better ROI than advertising. Get better consumer insights. Deliver a better customer experience.

Customer Experience 59

Customer Experience B2C Reference Technology 59

Inbenta

FEBRUARY 20, 2020

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. How to calculate an AI chatbot’s ROI. Researchers predict that by 2025, chatbots will accomplish more than 90% of the B2C interactions.

ROI 116

ROI Return on Investment Management 2025 116

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018.

2018 58

2018 2017 B2C B2B 58

Solvvy

AUGUST 21, 2020

Next-gen chatbots provide support analytics and customer insights. This translates to faster ROI and lower on-going maintenance costs – keys to a successful project. Next-gen chatbot platforms provide critical customer support analytics and insights. Technology in next-gen chatbots is far better than traditional bots.

Multi-Channel 62

Multi-Channel 2010 B2C Roadmap 62

C3Centricity

MARCH 25, 2024

I believe it is because their ROI is longer-term and often difficult to prove. years) slightly better off than B2C (4.1 But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments. Why is this? years), with B2B companies (4.4

Marketing 90

Marketing 2009 ROI B2C 90

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

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

ClearAction

DECEMBER 31, 2015

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. ” Customer Experience ROI Opportunities in B2B Touchpoints. That all depends, in each sector, upon what’s best for customers. ” B-to-B Customer Journey Maps: New Wisdom.

Customer Experience 54

Customer Experience Net Promoter Score B2B B2C 54

Magellan Solutions

MAY 16, 2021

Whether for business growth, sales or ROI increase. These live chat software can also offer insight on your market and customer behaviour as it collects data to recognize patterns. Something that your marketing department can pull valuable insights from to realign your overall sales strategy. . However, key industries emerged.

Telecommunications 52

Telecommunications Transportation Banking Insurance 52

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. Browse these insightful guides on customer success leadership, strategy and best practices.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

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. How to win: Tailor relevant questions to these different people based on role and segment your analysis for true account-level granular insight. Longer buying cycles affect both sides.

B2B 40

B2B B2C ROI Feedback 40

SurveySparrow

AUGUST 13, 2020

Then let me break this to you for every $1 spent email will give you a $44 ROI. According to DMA’s Report, 77% of email ROI comes from triggered and segmented campaigns. 5 Free Email Automation Tools to Save Your Money and Procure 4x Better ROI. Email for birthdays, or a specific milestone. Segment Your Subscribers.

ROI 95

ROI Measurement Marketing 2024 95

C3Centricity

MARCH 21, 2024

I believe it is because their ROI is longer-term and often difficult to prove. years) slightly better off than B2C (4.1 But there is something that you can do to increase the ROI of your spending, which is something the C-suite has long demanded of marketing departments. Why is this? years), with B2B companies (4.4

Marketing 62

Marketing 2009 ROI B2C 62

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 58

Financial Marketing B2C Technology 58

Magellan Solutions

JULY 22, 2021

Inbound & Outbound B2C Telemarketing with the largest call center in the Philippines. Through high quality B2C telemarketing services, we can do the following: . B2C telemarketing is very different to B2B telemarketing and requires a very different approach. Cold calling still provides you with valuable insight.

Call Center 40

Call Center B2C B2B Sales 40

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. How to win: Tailor relevant questions to these different people based on role and segment your analysis for true account-level granular insight. Longer buying cycles affect both sides.

B2B 40

B2B Customer Experience B2C ROI 40

NetBase

OCTOBER 16, 2019

A quick search for banking industry insight offers lots of consumer behavior to explore. This transparency offers clients confidence that the insight they’re viewing – and basing important decisions upon, is insight that makes sense. Important note: Accurate insight is a social media analytics tool differentiator.

Banking 40

Banking Retail Feedback Social Media 40

NetBase

OCTOBER 16, 2019

A quick search for banking industry insight offers lots of consumer behavior to explore. This transparency offers clients confidence that the insight they’re viewing – and basing important decisions upon, is insight that makes sense. Important note: Accurate insight is a social media analytics tool differentiator.

Banking 40

Banking Retail Feedback Social Media 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. He is recognized as a customer experience leader and his roundups provide great insights on creating a rewarding customer focused culture.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

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

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