eglobalis

JANUARY 7, 2025

Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. The goal is to create low-fidelity prototypes quickly to gather feedback.

B2B 300

B2B Innovation User Experience Customer Centricity 300

eglobalis

NOVEMBER 12, 2024

This approach encourages active listening, sets a collaborative tone, and integrates frequent check-ins for realignment based on client feedback. An empathy-driven project management approach helps teams stay attuned to client feedback throughout delivery, adapting iteratively rather than addressing concerns retroactively.

Customer Centricity 518

Customer Centricity B2B Consulting Feedback 518

eglobalis

APRIL 23, 2025

B2B companies must align their internal structures, teams, and systems to personalize delivery without losing efficiency. Mapping Value to Stakeholders: Speaking the Right Language to the Right Buyer In B2B, there is no single customer. Each stakeholder sees the solution through their lenswith a shared story under the surface.

B2B 251

B2B Measurement Customer Journey ROI 251

eglobalis

MARCH 30, 2025

Low response rates, survey fatigue, and delayed feedback often leave companies reacting to problems far too late. For instance, B2B relationships often involve multiple stakeholders , yet a single transactional NPS score from one contact cant reflect an entire accounts health. Hardware maker HP, Inc.

Banking 334

Banking NPS B2B Social Media 334

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. B2B (business-to-business) transactions often involve ongoing relationships and partnerships. What is B2B Customer Experience? Why is B2B CX Important? What are Some B2B Customer Experience Examples?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

OCTOBER 14, 2024

These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model. These pillars include the basics: customer journey mapping, touchpoint analysis, feedback loops, and internal operational alignment.

Customer Experience 461

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 461

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Furthermore, it investigates contemporary global trends in customer feedback strategies that advocate for a shift beyond simplistic metrics. No number, or responses provides any diagnostics on its own.

NPS 468

NPS Feedback Net Promoter Score B2C 468

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 389

B2B Customer Experience Customer Centricity Omnichannel 389

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined.

Feedback 520

Feedback ROI Innovation B2B 520

eglobalis

DECEMBER 11, 2024

Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction. Feedback Integration Collecting and acting on customer feedback is essential for continuous improvement in CX. Bayer (Germany): Bayer experiments with digital tools and platforms to improve its B2B customer interactions.

Insights 370

Insights Customer Journey Mapping Omnichannel Effort Score 370

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen.

Leadership 242

Leadership B2B B2C Net Promoter Score 242

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. The short answer is yes. The long answer is it’s possible, but not easy.

B2B 271

B2B B2C Social Media Retail 271

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. Proactive Issue Resolution with Predictive Maintenance In B2B contexts, predictive maintenance can be a game-changer. Tailored follow-ups and personalized solutions turned potential detractors into loyal advocates.

Marketing 422

Marketing E-support E Commerce Social Media 422

Thematic

APRIL 21, 2025

Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions.

B2B 62

B2B Customer Insights Insights Engagement 62

InMoment XI

APRIL 17, 2025

Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand. They may attract the wrong respondents , influence feedback, or result in superficial responsesand planning, budgeting for, and implementing incentives can be a challenge.

Customer Engagement 195

Customer Engagement Engagement Feedback E-support 195

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? B2B companies sell to other companies. B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Thematic

APRIL 21, 2025

Your users are your best source of feedback. That's why building a robust user feedback loop is crucial. That's why building a robust user feedback loop is crucial. Rather than treating feedback as a checkbox exercise, successful companies embrace it as a rich source of customer insights that guide their decisions.

Feedback 62

Feedback Roadmap NPS Social Media 62

InMoment XI

OCTOBER 9, 2024

Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition. Why is Collecting Customer Feedback Important? Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention.

Feedback 195

Feedback Social Media B2C 2024 195

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 441

Customer Experience Social Media 2024 B2B 441

eglobalis

SEPTEMBER 11, 2024

Finally, we will examine mini case studies of three B2B companies. Whether through suggesting new features for a product, refining service processes, or providing feedback on what customers are saying, these contributions are essential in driving continuous improvement and innovation in CX.

Innovation 458

Innovation E-support Culture Customer Centricity 458

Alida

DECEMBER 15, 2016

In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. By gathering customer feedback over time it becomes easier to separate your readers from your non-readers, and find similarities and differences between the two. Final thoughts.

Feedback 213

Feedback Marketing Social Media 2017 213

InMoment XI

MARCH 14, 2023

In the conversation, she offered insight into how B2B brands can create transparency, combat supply chain challenges, redefine “customer loyalty,” and drive trust for customers who face an increasingly complex supply chain in one of the most volatile market cycles in recent history. These relationships are what drive the B2B space.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

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

Experience Investigators by 360Connext

NOVEMBER 23, 2016

Asking customers for feedback is generally easy, but asking questions that spark action is not. The post 10 Ways to Get Actionable Feedback from Customers (part 2) appeared first on Customer Experience Consulting. And every customer’s journey is different, so why ask every customer the same old questions?

Feedback 252

Feedback Consulting Customers Customer Experience 252

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. Customer surveys remain fundamental for gathering direct feedback.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 199

Feedback Insights B2C Customer Satisfaction 199

Daniel Group

NOVEMBER 4, 2021

The Daniel Group Announces One Million B2B Customer Feedback Surveys. The Daniel Group is pleased to announce that it has completed more than a million B2B Customer Feedback Surveys. and other heavy equipment dealers and manufacturers with their customer experience feedback programs. November 5, 2021.

B2B 105

B2B Feedback B2C 2021 105

InMoment XI

DECEMBER 17, 2024

A Strong Understanding of Procurement Executives have grown wary of new B2B software that promises to solve all their problems, and middle management is rarely overjoyed at the prospect of retraining staff on new platforms. They also need to know how to purchase from vendors without using an RFP.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Designing customer feedback strategies. In business-to-business (B2B) organizations, personas often focus on the professional role the customer has within the client organization, including their likely title and department. In B2B, sometimes it’s important to include attitudes about career paths, like what will prompt a promotion.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Experience Investigators by 360Connext

APRIL 21, 2015

It’s not intentional, but unless leaders are actively seeking information, feedback and the honest truth from customers, the product conversation will dominate. B2B organizations should also pay attention. In the B2B world, get ready. But customers just want something that works for them.

B2B 285

B2B B2C Social Media Innovation 285