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 382

B2B Customer Experience Customer Centricity Omnichannel 382

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. . type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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 461

NPS Feedback Net Promoter Score B2C 461

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 238

Leadership B2B B2C Net Promoter Score 238

InMoment XI

NOVEMBER 26, 2024

By visualizing the customer’s experience across various touchpoints, journey maps provide a clearer understanding of where internal processes may be causing delays, confusion, or frustration for both customers and employees. You will outline the stages and touchpoints customers will experience in this stage.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

eglobalis

JUNE 27, 2024

A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

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. Make the task as easy as possible.

Customer Engagement 195

Customer Engagement Engagement Feedback E-support 195

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. Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

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 2024 B2C 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

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. customer feedback data), involving customers, and defining customer outcomes. . customer feedback data), involving customers, and defining customer outcomes. . Not so fast. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. The USA’s focus on omnichannel strategies ensures that customers receive consistent and high-quality experiences across all touchpoints.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

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. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand.

Metrics 429

Metrics Customer Success 2024 2023 429

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. By working on this map together, each department can identify how their role impacts the customer at different touchpoints, encouraging collaboration across teams.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

GetFeedback

JULY 19, 2019

By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. Then, work steadily to move the mark.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Retently

NOVEMBER 29, 2024

Whatever the touchpoint, that first moment matters more than you think. This ensures feedback is relevant and actionable. Gathering feedback is only the first step. Closing the feedback loop builds trust and encourages participation. It’s where curiosity turns into connection – or, if you’re not careful, disinterest.

Events 121

Events Feedback Interaction E-support 121

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

Management 115

Management Customer Experience Roadmap NPS 115

Retently

SEPTEMBER 3, 2024

Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs.

B2B 152

B2B NPS Demo Feedback 152

Experience Investigators by 360Connext

NOVEMBER 30, 2021

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. Is there a specific journey or group of touchpoints you want to address? Customer feedback metrics like NPS, CSAT, and CES. Customer quotes.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

JANUARY 10, 2023

Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. This role determines the best way to collect, analyze, and act on voice of customer data at key touchpoints across the customer journey. . Let’s find out.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Experience Investigators by 360Connext

DECEMBER 17, 2014

Make a big deal out of great feedback! Tackle those trickiest touchpoints in 2015. 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. Work to uncover all the “what if’s” that customers might face. Keep track of microinteractions!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

InMoment XI

OCTOBER 10, 2024

Conversely, LinkedIn, Facebook, and Instagram are the most popular social media platforms for B2B organizations. This is important to create a seamless experience across all touchpoints. Most used social media platforms among business-to-consumer (B2C) and business-to-business (B2B) marketers worldwide as of January 2024. ( [link].

Social Media 195

Social Media Management 2024 Multi-Channel 195

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Retently

DECEMBER 10, 2024

This ensures survey data flows smoothly into your broader customer data ecosystem for a fuller understanding of customer behavior and feedback. Each of these will help you select a survey tool that fits your needs and drives meaningful customer feedback. Pricing : Cost-effectiveness is essential, but so is value.

2024 78

2024 Multi-Channel NPS Feedback 78

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

GetFeedback

JULY 19, 2019

In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. Customer feedback (aka Voice of the Customer ) is a gift. Customer feedback should be cherished, not evaded. Business is no different.

Social Media 262

Social Media Webinar Feedback Books 262

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. CRM and Sales Data: Purchase histories link customer value to feedback. For B2B, segments might be by industry or company size.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. But collecting feedback is only half the battle. Instead, you need unified data analytics to connect every touchpoint and every voice.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

MARCH 23, 2025

Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. An ICP is a detailed description of the best-fit customer from your target audience.

Touchpoint 195

Touchpoint Insights Sales Social Media 195

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Your intranet or internal collaboration tool can be a good vehicle for sharing immediate feedback from customers. Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. B2B organizations can do this by reaching out to end-user teams for their products.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. That’s where customer feedback comes into play. So, let’s explore how you can leverage customer insights to improve B2B Customer Service. The main goal?

B2B 52

B2B Feedback Customer Service Touchpoint 52

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. TouchPoint Support Services. TouchPoint Support Services streamlines support services within healthcare facilities.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

InteractionMetrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

GetFeedback

JULY 25, 2018

trillion in revenue is up for grabs as “always on” consumers look for brands mastering CX via various channels and touchpoints. As modern consumers continue to shop anywhere and anytime, seamless omnichannel CX across various devices and touchpoints is a must for SaaS. Closing the Feedback Loop.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

Customer Bliss

NOVEMBER 7, 2017

The new organization combines several customer-facing teams and is focused on improving all dealer and consumer touchpoints, including Customer Support, Learning & Development, Field Services, and CX Business Systems. . They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way.

B2C 111

B2C Leadership Chief Customer Officer B2B 111