Experience Investigators by 360Connext

JULY 6, 2015

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 customers are still people. ” “They were.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

eglobalis

JULY 25, 2024

Influencers and Thought Leaders in CX In Europe, the landscape of CX thought leadership and practical application presents unique challenges. A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments.

Customer Experience 490

Customer Experience Innovation Customer Centricity Culture 490

eglobalis

AUGUST 13, 2024

Here, we provide an overview of their corporate structures, leadership, and financial performance. The company is also a significant player in the B2B sector, providing solutions in areas like semiconductor manufacturing, display technology, and enterprise IT services. Designed on DALL-E or MidJourney; all rights reserved to ECXOorg.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 456

NPS Feedback Net Promoter Score B2C 456

GetFeedback

JANUARY 6, 2020

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? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

Experience Investigators by 360Connext

APRIL 21, 2015

B2B organizations should also pay attention. In the B2B world, get ready. Some are predicting that by 2020, the B2B ecommerce market will be twice as large at the B2C market. B2B Blog Customer Engagement Customer Experience Featured Innovation generation z leadership linkedin marketing millennials online experience'

B2B 285

B2B B2C Social Media Innovation 285

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. One-company leadership.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This cultural shift requires a top-down approach, where leadership sets the tone for collaboration. Also, feel free to connect with me on LinkedIn.

2020 446

2020 Customer Journey Mapping Culture Innovation 446

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Customer Bliss

MAY 31, 2018

As a marketer, he was a fan of B2B marketing for technical products, and spent almost 10 years with Air Liquide , where he became familiar working in a large B2B company in the gas and tech industry. Antonio’s previous experience showed him that companies in B2B tech fields don’t often think about CX.

B2B 107

B2B Seminar Leadership Workshop 107

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' It’s all about you.

2015 247

2015 Webinar Entertainment Leadership 247

Customer Bliss

NOVEMBER 7, 2017

Align Leadership and Company Around One Goal: A Shared Vision. 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. .

B2C 111

B2C Leadership Chief Customer Officer B2B 111

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program. 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

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Leading Customer Success in a B2B Business with Jose Vergara. Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JULY 11, 2017

This is actually somewhat rare in high-revenue B2B spaces (as Google Ads can be), because oftentimes the focus there shifts to “Well, we’re driving a lot of revenue, so why should we care about something like the arc of stories?

Leadership 0

Leadership Customer Experience 2013 2011 0

Customer Bliss

NOVEMBER 7, 2017

Align Leadership and Company Around One Goal, A Shared Vision. 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. .

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

Customer Bliss

MAY 4, 2017

Tabitha identified the “big rocks” related to CX, and then she asked the leadership team these questions: The data says this. There was a psychological reason for this, of course: business to business customer experience is often about “the body slam,” or B2B becoming the hero. Do you agree? What do you think?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Bliss

JANUARY 18, 2018

She had to unite leadership and teams in understanding the term definitions, the source of the information, and implications of the data. . She and her team had to explain to executive leadership what was happening from a customer point of view and have them care about it. Define the Customer Journeys and Their Business Impact.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Daniel Group

JUNE 25, 2024

What’s Next In B2B CX? And that’s what the focus was, on the service that happened generally after the sale of the product, especially in the B2B world in which we work in. The post What’s Next in B2B CX? Video Transcript: Welcome. I wanted to try something different this month. So I hope you like it.

B2B 105

B2B Magazine 2023 Innovation 105

Experience Investigators by 360Connext

DECEMBER 17, 2014

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. Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty' Customer experience is HUGE and can be overwhelming.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Middlesex Consulting

AUGUST 12, 2021

Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. The post Engaging Leadership In B2B OEM Processes That Impact The Effectiveness Of Aftermarket Customer Support appeared first on Middlesex Consulting.

Leadership 78

Leadership B2B Engagement Consulting 78

Customer Bliss

JANUARY 3, 2018

From customer journey maps , to defining the CCO role , B2B CX , Startup CX , and more – you’re sure to find wisdom to guide your customer experience transformation or improvement needs. CX Leadership Lessons Learned. Earn the Right to Do the Work.

Leadership 188

Leadership Chief Customer Officer Customer Journey Mapping Magazine 188

Experience Investigators by 360Connext

FEBRUARY 12, 2015

B2B Blog Customer Experience Customer Journey Mapping Featured customer journey mapping customer service leadership linkedin management SaaS software-as-a-service' More Posts - Website Follow Me: The post Challenges of Improving the SaaS Experience appeared first on Customer Experience Consulting.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 1: Overcome Leadership Bias: 5 Common Types and the #1 Solution. Is leadership bias an issue for you?

2019 178

2019 2020 B2C Customer Journey Mapping 178

ShepHyken

APRIL 6, 2025

The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony. How B2B and B2C Brands Are Winning Hearts with Memory-Driven CX by Annette Franz (MarTech) The future of CX isnt just personalized its nostalgic.

2025 71

2025 Article Customer Service B2C 71

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments.

Hospitality 236

Hospitality 2007 Insurance B2C 236

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

2023 207

2023 Contact Center Leadership Hospitality 207

TechSee

JANUARY 25, 2023

Rick has more than 15 years experience in B2B and SaaS software marketing across a diverse group of start-up, growth stage and enterprise companies. Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Stefano leads change through leadership impact, authenticity, and engagement.

2023 41

2023 Management Automotive Leadership 41

ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. And sure, there were those sales.

2024 75

2024 Article 2025 Customer Service 75

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Tamar listed 3 different phases that were instituted internally to unite the teams and leadership in navigating this work.

Leadership 175

Leadership Culture Government Customers 175

Customer Bliss

APRIL 20, 2016

I call this one-company leadership. You have to connect silos and get to one-company leadership because unless you connect silos, the CCO role won’t even matter that much in your company — other decision-makers will assume “Oh, the CCO owns customer experience.” Moving Towards One-Company Leadership For Organizational Decision-Making.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

PeopleMetrics

FEBRUARY 7, 2025

If you want leadership to invest in VoC, theres only one surefire way to get their attention: show them the money. Example: A B2B software company uses AI to analyze VoC survey responses. But at the end of the day, ROI only matters if leadership listens and acts. Or are you still facing pushback from leadership?

ROI 62

ROI Leadership NPS Reference 62

Customer Bliss

DECEMBER 13, 2016

High Performance Team Development & Leadership, • Public Speaking (Company, Industry, Financial). If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. That’s from his LinkedIn, which can be found here. Assessing The Role And Work To Be Done.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Experience Investigators by 360Connext

MAY 20, 2015

Their leadership team is made up of people who are working together and leaving egos at the door. Digital is how we are doing business, both in B2C and in B2B. Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Keynotes, Coaching and Executive Workshops.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. Her journey makes her a specialist and leader at sales and marketing, planning, strategising and customer service in both B2B and B2C environments. .

Hospitality 210

Hospitality 2007 Insurance B2C 210

Customer Bliss

NOVEMBER 28, 2017

The customer journey map was used as a culture and leadership uniting tool. I would have advised leadership to get things done on a basic blocking and tackling. During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197