Customer Bliss

AUGUST 31, 2016

Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Guest Post by Robert C. Cut through the clutter with a customer support hub.

Omnichannel 268

Omnichannel B2B Customer Engagement Engagement 268

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 440

B2B Culture Innovation Loyalty 440

eglobalis

NOVEMBER 26, 2024

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. This article challenges the status quo of how empathy is perceived in B2B CX.

B2B 403

B2B B2C Culture Workshop 403

eglobalis

NOVEMBER 12, 2024

Develop a Deep Understanding of Client Needs Moving beyond surface-level engagement requires a nuanced understanding of the client’s industry, market pressures, and specific pain points. By embedding CX principles deeply into project delivery, service teams can create memorable B2B client experiences that extend beyond deliverables.

Customer Centricity 431

Customer Centricity B2B Feedback Consulting 431

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. 23% of B2B CMO’s see CX as a top 3 objective. So how do Marketers that assume CX responsibility address this with less budget without giving up important technology needed for other aspects of Marketing?

Marketing 278

Marketing Customer Experience B2B Airlines 278

eglobalis

JANUARY 13, 2025

Proactive Issue Resolution with Predictive Maintenance In B2B contexts, predictive maintenance can be a game-changer. Regularly analysing and refining AI models based on seasonal or market trends ensures sustained efficiency improvements. This approach strengthened customer trust and loyalty.

Marketing 316

Marketing E-support E Commerce Social Media 316

eglobalis

OCTOBER 21, 2024

For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. To maintain this balance, automation tools can help sort and prioritize complaints, leaving the more complex issues for human agents or your R&D or product marketing to handle.

Social Media 415

Social Media Feedback Engagement B2B 415

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

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

2030 315

2030 B2B Culture Government 315

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. Consider the Broader Market Demand It’s essential to determine whether the feature is a unique request or if it represents a larger trend across multiple customers.

Feedback 438

Feedback ROI Innovation B2B 438

eglobalis

DECEMBER 17, 2024

Moreover, dynamic content personalization allows brands to customize marketing campaigns, emails, and product recommendations, ensuring that every touchpoint aligns with the individuals journey. Businesses that embrace AI-powered personalization will create standout, emotionally resonant experiences in a competitive market.

2025 274

2025 Net Promoter Score B2B Multi-Channel 274

Experience Investigators by 360Connext

APRIL 21, 2015

B2B organizations should also pay attention. After several years of confusion over who their customer was, they identified their ideal customer and redesigned almost everything – products, merchandising, marketing – to meet their needs better. In the B2B world, get ready.

B2B 285

B2B B2C Social Media Innovation 285

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Companies such as Toyota and Samsung, prominent in Asian markets, have found that while NPS provides a snapshot, it lacks depth in identifying evolving customer expectations and perceptions over time.

NPS 374

NPS Feedback Net Promoter Score B2C 374

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. Who the customer is can also change over time.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

CloudCherry

AUGUST 26, 2019

Originating in the tech sector, customer experience (CX) is now a hot topic in the B2B space—so hot, in fact, that many B2B CX experts believe it will define their companies’ competitive strategies in the coming years. Instead, companies in the B2B space must focus on building real, long-lasting relationships.

B2B 199

B2B 2019 Insights 2010 199

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 321

Customer Experience Social Media 2024 B2B 321

CSM Magazine

SEPTEMBER 19, 2023

The digitisation of marketing has ushered in an era of unprecedented possibilities. AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Enhanced Data Analysis : B2B marketers often grapple with vast amounts of data.

B2B 100

B2B Marketing Brands Social Media 100

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Why is B2B Customer Retention Important?

Customer Retention 120

Customer Retention B2B Customers Loyalty Programs 120

Experience Investigators by 360Connext

OCTOBER 19, 2021

There are huge investments in marketing, wooing customers to become a customer. This happens in business-to-consumer (B2C) and business-to-business (B2B) usually because the priorities in the organization shift to how to operationally deliver instead of how to acknowledge, thank and guide the customer.

B2C 346

B2C B2B Customer Journey Brands 346

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

E-support 440

E-support Innovation Customer Centricity Loyalty 440

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In it he talks about the importance of ensuring that sales, marketing, product and customer success are aligned in their vision to ensure that all four teams are working harmoniously: Marketing is bringing in leads that have the potential to turn into repeat customers.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

eglobalis

OCTOBER 14, 2024

The same applies to B2B and B2C. This approach is flawed because each company faces different customer challenges based on its industry, market, and operational structure. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand.

Customer Experience 342

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 342

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 118

B2C B2B Marketing Return on Investment 118

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. NPS: A Misleading Metric For B2B In Unprecedented Times? Using Sean Ellis Test For Measuring Your Product/Market Fit, Product Coalition, [link]. This is the final part of my trilogy about NPS. Eglobalis, [link].

NPS 332

NPS Net Promoter Score Metrics 2025 332

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

BUT… my business is… B2B. Those of us who aren’t in direct, business-to-consumer markets have been told we need to think differently. How to Apply Customer Experience to Business-To-Business (aka B2B). I get asked about this CX in the context of B2B most of all. Customer experience is important.

Healthcare 143

Healthcare B2B B2C Insurance 143

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. Customer service. Tech support.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

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. Well, first of all, the market is robust. 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

NOVEMBER 2, 2021

Personas are often used in marketing and sales efforts, and those names apply to those types of personas. 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.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. Additionally, we will discuss why emerging markets like South Korea, Thailand, India, China, and Japan are poised to outpace Europe in CX excellence.

Customer Experience 396

Customer Experience Innovation Customer Centricity Culture 396

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.

2024 284

2024 Fashion B2C Hotels 284