Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. How the relationship is affected at each touchpoint. Are you doing it wrong?

Customer Journey Mapping 60

Customer Journey Mapping B2B Customer Journey ROI 60

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks. Where: London, UK.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

ViiBE Blog

FEBRUARY 9, 2021

The digital transformation of the field service management industry enables companies to deliver improved service offerings to customers and boost their ROI. The ability to access, on a single dashboard, all the information transmitted between customer and agent across all touchpoints is key to providing comprehensive customer service.

Management 52

Management 2021 Omnichannel Net Promoter Score 52

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. Contact Us.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. However, we really do want to apply more of that rigor, because frankly a lot of analytics teams do get asked the question of what’s your ROI. I love that.

Customer Experience 37

Customer Experience Books B2C B2B 37

Currency Alliance

JUNE 11, 2019

The bank was rewarded with a 12% improvement in loyalty (by the bank’s own definition), and its highest NPS score in 17 years[xii]. Your payment card may register at dozens of online and offline touchpoints every day. Now, what if a bank could repeat such improvements across their entire network of merchant partners? References. [i]

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

SmartKarrot

OCTOBER 12, 2022

It may appear that this only applies to B2C companies that conduct direct sales to customers. The B2B customer experience is affected by various touchpoints throughout the customer account journey. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints.

B2B 10

B2B Net Promoter Score Customer Success Customer Journey 10