Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. It’s totally different than B2C! B2B relationships with customers are often MORE personal than those in B2C. How do any of the CX ideas you discuss apply to us?

B2C 137

B2C B2B Customer Experience Culture 137

Optimove

JANUARY 3, 2023

2022 has been a whirlwind of a year for both B2B and B2C brands out there. Here are some best practices for B2C brands to take their marketing to the next level this year. So, B2C marketing professionals, here’s what should be among your 2023 New Year’s resolutions. Large, medium, and small enterprises included.

B2C 59

B2C Marketing 2023 Multi-Channel 59

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience. Applying B2C Tactics to Your B2B World. And it’s wise thinking.

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B2C B2B Brands Advertising 98

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. Adoption means loyalty. How does customer adoption create loyalty? It starts with leadership, where decisions are made and trickle down to every department in the company.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. Deepen engagement to lock in loyalty. Download the free report here.).

B2C 66

B2C B2B Loyalty Loyalty Programs 66

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is not one BIG WOW to a customer. Trust builds loyalty. Loyalty builds your business. Now you know why customers don’t seek B2B or B2C businesses. So let’s get started. Consistency builds trust.

B2C 88

B2C B2B Hospitality Loyalty 88

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. Let’s discuss the nuances of B2B vs. B2C marketing. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

Optimove

JANUARY 11, 2021

What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term in our learning center – B2C Marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C Marketing Events Sales 52

Optimove

JANUARY 11, 2021

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Watch: Episode 1, where we take upon quickly explaining the most basic term on our learning center – B2C marketing. The post Smart CRM Basics: B2C Marketing appeared first on Optimove.

B2C 52

B2C Marketing Events Sales 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

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

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C. Let’s explore a little bit more.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Forrester's Customer Insights

MARCH 26, 2024

Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.

Loyalty Programs 52

Loyalty Programs Loyalty B2C Consumers 52

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Most likely, it’s B2C.

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2024 E Commerce Article Customer Service 58

Forrester's Customer Insights

AUGUST 16, 2023

Does your brand employ a loyalty services provider in addition to a loyalty technology provider? Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. If not, you should consider it.

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Loyalty Technology Blog Brands 46

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

2024 71

2024 Net Promoter Score Article Loyalty Programs 71

InMoment XI

OCTOBER 10, 2022

For B2C companies, there is not a best day to send surveys : Tuesdays, Wednesdays and Fridays all lead to a relative high response rates and Thursdays and Sundays can better be avoided. Learn how to modernize your NPS program for growth and higher loyalty. Asking for Feedback via Customer Surveys Statistics. Source: CheckMarket ).

Net Promoter Score 490

Net Promoter Score White Paper NPS 2005 490

Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. B2C Breakup Case Study.

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B2C Management Social Media Connections 61

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

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B2C B2B Metrics Competitive Advantage 102

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

Loyalty 52

Loyalty B2C Workshop Customers 52

Oracle

APRIL 18, 2018

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? The post How to Win Customers and Increase Brand Loyalty appeared first on SmarterCX.

Loyalty 107

Loyalty Brands B2C B2B 107

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations. It’s time to start driving better customer experiences today.

2024 78

2024 Article Customer Service E Commerce 78

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. Customer loyalty is not ONE BIG WOW to a customer. Customers don’t seek B2B or B2C businesses. Relationships build loyalty. Loyalty builds your business. In this third week, here is Principle Three: Be Magnificently Boring! One to One.

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Loyalty B2C Hotels B2B 134

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Article 148

Article 2021 Customer Service B2C 148

Beyond Philosophy

JUNE 9, 2015

Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. Special early-bird registration offer: Free Whitepaper Download, “Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?”. The post Ryanair: Profits Do Not Equal Loyalty appeared first on.

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Loyalty Loyalty Programs Airlines Webinar 137

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

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. NPS captures it all.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Optimove

DECEMBER 21, 2023

It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. Both are crucial for maintaining a positive image, sustaining customer engagement, and optimizing marketing strategies to increase customer loyalty and lifetime value.

2023 64

2023 Consumers Brands Marketing 64

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is how your customers feel about what you did repeatedly. Welcome to CX 101. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

Forrester's Customer Insights

MARCH 20, 2015

After almost every loyalty-related speech I give, I get some variation of the following question: "How does this apply to B2B?" " Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

ShepHyken

FEBRUARY 4, 2024

How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. But in 2023, these six retailers and brands set new standards of what loyalty can be. My Comment: Most loyalty programs are marketing programs.

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2024 Article Customer Service B2B 60

Oracle

JUNE 5, 2018

While brand loyalty remains absolutely vital to customer retention, now, it takes a lot more than just a coupon or two to ensure customers remain committed to your company. Recently, we asked our Twitter community to weigh in on how loyalty has changed in today’s disruptive world. Whether you are B2C or B2B is of no consequence.

Loyalty 46

Loyalty Brands B2C B2B 46

Kustomer

APRIL 5, 2021

Is it increased customer loyalty? Whether it’s B2C or B2B, both are equally as important. Delivering on B2C Consumer Expectations. In the B2C space, younger generations are continuing to trend towards higher expectations from the brands that they engage with. So the first question becomes: what do you want to achieve?

B2C 101

B2C B2B Loyalty Customer Expectations 101

Customer Bliss

NOVEMBER 7, 2017

There were different metrics within each different functional area that could be considered, but at the end of the day its about increasing sales, customer loyalty – things of that nature. Find a common outcome metric for everyone to look at and use to gauge success. Communicate Constantly About How to Achieve The Goal.

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B2C Leadership B2B Chief Customer Officer 111