eglobalis

JANUARY 13, 2025

Elevating Cross-Channel Customer Engagement Seamless integration across communication channels is critical for consistent customer experiences. To achieve similar results, businesses should map their customer interaction channels and invest in AI platforms that offer unified dashboards.

Marketing 417

Marketing E-support E Commerce Social Media 417

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Is mystery shopping a business-to-business (B2B) organization possible? Understanding your customer’s journey in a B2B environment takes more finesse. Here are a few ideas on how to approach being a mystery shopper of your own B2B organization. Talk to your front-line customer service reps. What’s not?

B2B 271

B2B B2C Social Media Retail 271

Experience Investigators by 360Connext

JULY 6, 2015

Customer challenges come in many forms. When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales. These are the earliest relationships formed, and for a B2B customer, their “guy” is who they think of when they know they need to call someone.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. CDPs and data integration tools streamline data collection and unify customer profiles, providing a holistic view that aids in delivering consistent and personalized experiences.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

Experience Investigators by 360Connext

APRIL 21, 2015

You can only determine what experience might be meaningful by asking, observing and listening to your customers. B2B organizations should also pay attention. More customers want to do nearly all their research and shopping online, and they’re relying on customer reviews more than ever. In the B2B world, get ready.

B2B 285

B2B B2C Social Media Innovation 285

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense. Expansion Revenue Revenue growth from up selling or cross-selling to existing customers.

Metrics 429

Metrics Customer Success 2024 2023 429

ProProfs Chat

JANUARY 30, 2020

And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Let’s dive in!

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

inSided

MAY 13, 2020

We're really excited to bring you Episode 3 of The inSide Scoop: inSided's podcast bringing you the latest in customer success, customer engagement and user communities. This week we spoke to Rav Dhaliwal to get his unique take on B2B customer engagement. So, grab a cup of coffee and give it a listen.

B2B 98

B2B Customer Engagement Engagement Customer Success 98

ShepHyken

JANUARY 28, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? Can loyalty programs drive repeat business without sacrificing the quality of customer experience?

Loyalty Programs 86

Loyalty Programs Loyalty Customer Experience Rewards Programs 86

Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Curious about how AI can elevate customer engagement and productivity?

2024 284

2024 Fashion B2C Hotels 284

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Experience Investigators by 360Connext

DECEMBER 31, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

2015 247

2015 Webinar Entertainment Leadership 247

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How to analyze your customer journey.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). Customer engagement marketing happens when a company uses personalized messaging to move their audience through a sales cycle — changing a lead into a customer and nurturing current customers to become more brand loyal. ” Engaging customers improves CX.

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

Retently

SEPTEMBER 3, 2024

We also recognize that not all customers engage with surveys in the same way, so we’ve made it easy and convenient to share their thoughts. We use both web in-app surveys and follow-up email reminders to reach customers where they’re most comfortable.

B2B 152

B2B NPS Demo Feedback 152

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 106

B2B Customer Journey Mapping Social Media Net Promoter Score 106

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 101

NPS B2B 2024 Net Promoter Score 101

CloudCherry

APRIL 5, 2019

23% of B2B CMO’s see CX as a top 3 objective. Your technology stack should have some tie to align to customer experience, if it doesn’t you are hurting your customers. I hate it when I am shopping for B2B tech, but I love it when I am shopping for clothes for my wife.

Marketing 278

Marketing Customer Experience B2B Airlines 278

Experience Investigators by 360Connext

MARCH 26, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Whereas for B2B businesses, this time of year is filled with troubleshooting issues for customers that are taking advantage of the holiday hype to boost customer engagement and sales.

Customer Service 259

Customer Service B2C B2B Customers 259

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is HUGE and can be overwhelming. It doesn’t matter how big your organization is or if it’s B2C, B2B or not-for-profit, your customers are counting on you. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

OCTOBER 15, 2014

How was I not in Boston for MarketingProfs B2B Forum ? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Books 275

Books Social Media Consulting Communication 275

Oracle

MARCH 10, 2021

When it comes to B2B marketing on social media, brands currently rely heavily on LinkedIn. It’s the top organic and paid social platform for B2B marketers. However, there’s another platform B2B marketers shouldn’t overlook: Instagram. Marketing on Instagram creates advantages for B2B brands, too.

B2B 111

B2B White Paper Marketing Social Media 111

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. AI: From Experimentation to Essential For years, AI in Customer Success was experimental. Gainsight customer Launch Potato , for example, saved 25% of their CSMs time with AI.

2025 52

2025 B2B 2024 Chief Customer Officer 52

Customer Bliss

AUGUST 29, 2017

A very intriguing dimension of a company we all know so well, and you’ll be intrigued to hear how customer experience is a key part of how they help companies grow. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. About Rhonda.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Beyond the Arc

AUGUST 16, 2022

Yet all too often, B2B content misses the mark, sounding more like it’s coming from a building, instead of people. The post 6 B2B communication best practices to increase engagement appeared first on Beyond the Arc. That centers on how the business communicates. To motivate leads, keep the conversation [.].

B2B 95

B2B Communication Engagement Customer Engagement 95

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 84

B2B Engagement B2C Customer Success 84

Experience Investigators by 360Connext

JUNE 29, 2015

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences , journey maps can become very complicated, very quickly. Who is the customer, exactly? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 218

Social Media B2B Consulting Sales 218

delighted

SEPTEMBER 21, 2021

Whether your business is a startup or in growth or scale mode, attracting, engaging, and delighting your ideal audience is key to not only surviving, but thriving. 80% of future profits come from 20% of current customers. The inbound methodology and customer engagement. Why should you care about customer engagement?

Customer Engagement 85

Customer Engagement Engagement Net Promoter Score NPS 85

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

MAY 20, 2015

Ask us about creating your customized, working evaluation tool. Digital is how we are doing business, both in B2C and in B2B. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Everyone wins, except the status quo. Digital Experience Evaluation. We don’t design.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Influitive

SEPTEMBER 26, 2017

Every year, we recognize some of the most engaging marketing campaigns through The Best Advocate Marketing Awards. Also known as The BAMMIES, these awards shine a spotlight on B2B companies who are using the enthusiasm of their customers, partners and fans to fuel business growth.

B2B 111

B2B Marketing Brands Innovation 111

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Engagement is key to retention and referrals. Here are seven great customer engagement ideas you can easily put into practice. Rewards will differ from B2B to B2C customers. Ask for Customer Feedback.

Customer Engagement 63

Customer Engagement Engagement B2C Customer Journey Mapping 63

BlueOcean

SEPTEMBER 27, 2021

Because Amazon is such an industry monolith, it’s incredibly rare to find consumers who aren’t familiar with the Amazon standard of customer experience. As such, it’s not uncommon to see customers comparing other brands—even B2B brands—against the giant. different methods to accurately measure customer experience.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. 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.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. Lessons learned over the last year from the Customer Success community. An overview of the current B2B SaaS market and valuation drivers. Customer Success Around the Web. appeared first on ChurnZero.

B2B 98

B2B Webinar 2004 2020 98