Magellan Solutions

SEPTEMBER 23, 2021

While it is true that online digital marketing is a great strategy to get leads, to ditch your B2B or B2C telecalling marketing strategies is not smart either. In fact, for B2B or B2C telecalling marketing strategies , 79% of affluent clients still prefer to talk to someone over the phone. And the pandemic?

Marketing 98

Marketing B2C B2B Sales 98

BirdEye

MAY 3, 2023

Importance of marketing channels for a business B2B vs B2C marketing channels Top marketing channels for your business Frequently asked questions about marketing channels Conclusion Understanding marketing channels (what is it?) It is important to know the distinctions between B2B and B2C marketing channels to create effective strategies.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

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

Bold360

NOVEMBER 6, 2018

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them.

B2C 209

B2C Customer Retention ROI Customer Journey 209

Innovative CX

MARCH 6, 2024

In my case, I engage with both B2C and B2B organizations and while some may argue there’s a difference between the two, I would suggest the service levels aren’t much better with either one. Lately, I’m seeing a lot of churn about how to develop an effective ROI for an organization’s CX investments. Try to return a purchase.

B2C 52

B2C Airlines B2B Entertainment 52

Heart of the Customer

OCTOBER 6, 2021

There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. I’ve talked with hundreds of […].

B2B 109

B2B B2C ROI Metrics 109

Heart of the Customer

OCTOBER 14, 2021

There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2C 109

B2C B2B ROI Metrics 109

Thematic

NOVEMBER 28, 2019

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. But the greatest difference between the two segments is the focus on ROI for the organization: So, how does one prove the ROI of CX

ROI 100

ROI Net Promoter Score Metrics B2C 100

Lithium

OCTOBER 9, 2019

To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated. The report was specifically designed for social marketers at B2C brands. in SEO value.

2019 40

2019 Social Media B2C ROI 40

Lithium

OCTOBER 9, 2019

To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated. The report was specifically designed for social marketers at B2C brands. in SEO value.

2019 40

2019 Social Media B2C ROI 40

Gainsight

JULY 6, 2023

B2C technologies have trained users to expect a cohesive omnichannel experience, almost automatically. Track your impact so that you have evidence to prove ROI during renewal conversations. For Digital CS to be truly successful, there’s a clear need to elevate and centralize the digital experiences our users navigate every day.

Touchpoint 52

Touchpoint B2C Omnichannel ROI 52

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

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C. The problem?

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Bliss

MAY 23, 2018

to determine their employee ROI. Carolyne Matseshe-Crawford, Fanatics, Inc’s Global Head of Fan Experience, is a passionate customer experience enthusiast, with over 25 years leading global B2B and B2C Customer Service Organizations in the eCommerce and legal industry spaces. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience E Commerce Travel 197

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.

B2B 78

B2B B2C Management ROI 78

GetFeedback

AUGUST 14, 2019

Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. She has worked with both B2B and B2C brands in a multitude of industries. The best idea of all is to tie them all together — yes, do them all — to get the biggest bang for your buck. The numbers will follow. Free CSAT Calculator.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Thematic

FEBRUARY 11, 2024

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. 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

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

Lithium

DECEMBER 28, 2020

Whether you are a B2C or B2B brand, it’s vital to recognize that your customers have moved on from the days of being impressed by the best product. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 52

Engagement Social Media 2019 ROI 52

delighted

SEPTEMBER 8, 2021

There’s a lot of talk about the ROI of customer experience. ROI is, of course, important to FIGS, but for us, we know that some things are just right for the customer. He has worked at diverse organizations from startups to Fortune 50 companies, including B2B SaaS, B2C subscription, and D2C e-commerce.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score E Commerce 95

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.

B2C 104

B2C Automotive Customer Satisfaction Reference 104

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. How to communicate with your customers in B2B and B2C? In the case of B2C, you can.

NPS 52

NPS Net Promoter Score B2C B2B 52

C3Centricity

JUNE 2, 2021

Price insensitivity is positively correlated with ROI. Cost is not as important in the business arena if there is a high ROI. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. If it is a mature/commodity item it is difficult to charge more. New product pricing.

B2B 78

B2B B2C Consumers Brands 78

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

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

Thematic

NOVEMBER 28, 2019

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. But the greatest difference between the two segments is the focus on ROI for the organization: So, how does one prove the ROI of CX

ROI 62

ROI Net Promoter Score Metrics B2C 62

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

Optimove

JUNE 3, 2021

Secondly, as technology advancements in the B2C customer acquisition world have mostly flattened in recent years – in relationship marketing, the technology that exists now far exceeds the capabilities of martech solutions from mere 3-5 years ago. Download the guide: CRM Evolution Curve. It’s not really even a fair fight.

Brands 52

Brands Marketing ROI Download 52

Think Customers

AUGUST 30, 2021

They are prevalent in the B2C world, but with so much B2B buying and selling happening remotely now, Forrester predicts asynchronous video messages “will be an essential arrow in the seller’s quiver in 2021 and beyond.” Behind every great technology are people to realize the potential that’s specific to the needs of the business.

B2B 59

B2B Sales 2021 ROI 59

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. The first step is to understand the current situation and how strategic work with CX can provide future ROI. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Interactions

JANUARY 30, 2020

Leveraging digital technologies, especially in the customer care space, not only improve customer experience but can also result in the reduction of operating costs–something that B2C companies especially have historically struggled to balance for years.

Touchpoint 77

Touchpoint B2C Consumers ROI 77

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.

Customer Experience 59

Customer Experience B2C Reference Technology 59

Lithium

SEPTEMBER 12, 2019

Whether you are a B2C or B2B brand, it’s vital to recognize that your customers have moved on from the days of being impressed by the best product. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

SEPTEMBER 12, 2019

Whether you are a B2C or B2B brand, it’s vital to recognize that your customers have moved on from the days of being impressed by the best product. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 40

Engagement Social Media 2019 ROI 40

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

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

TechSee

SEPTEMBER 3, 2019

After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. This enables contact center managers to continually measure the usefulness and the ROI of each tool.

Contact Center 84

Contact Center B2C 2023 ROI 84