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 450

NPS Feedback Net Promoter Score B2C 450

InMoment XI

OCTOBER 10, 2024

Conversely, LinkedIn, Facebook, and Instagram are the most popular social media platforms for B2B organizations. 92% of marketers are concerned about the ROI of social media to one extent or the other. The ability to generate and customize reports for specific platforms, campaigns, or time frames is essential for tracking ROI.

Social Media 195

Social Media Management 2024 Multi-Channel 195

PeopleMetrics

FEBRUARY 7, 2025

When I wrote Listen or Die in 2017, I made it clear that proving ROI is the fastest way to gain executive buy-in for VoC. Lets take a look at how AI is enhancing the ROI conversation for VoC. AI Proves Which CX Investments Deliver the Highest ROI Not all CX improvements are created equal. The best way to do this?

ROI 62

ROI Leadership NPS Reference 62

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. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 425

Customer Experience Social Media 2024 B2B 425

Thematic

AUGUST 7, 2019

This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?

ROI 123

ROI 2019 NPS Metrics 123

GetFeedback

AUGUST 14, 2019

And don’t cherry-pick respondents, which often happens in B2B situations. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. She has worked with both B2B and B2C brands in a multitude of industries. If you don’t rate me a 10 out of 10, I’ll get fired.”. It’s not a quick fix.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

ROI 118

ROI E Commerce Marketing Social Media 118

Beyond Philosophy

NOVEMBER 10, 2014

A B2B Telecom reduced costs by 36% and increased revenues by 7%. An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. So, there you have it. I have made my case, and I am prepared to hear the counterarguments. However, I think the time for debate has passed.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Return on Investment (ROI): Calculates the ROI of your CX initiatives by comparing the investment costs against the financial gains achieved.

Customer Experience 450

Customer Experience Customer Centricity Net Promoter Score Government 450

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

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability. Best NPS Tools for B2B SMB Companies Small and medium businesses need affordable and easy-to-use NPS tools.

NPS 100

NPS B2B 2024 Net Promoter Score 100

InMoment XI

NOVEMBER 26, 2024

Regardless, here are some challenges of customer journey mapping to be aware of: Delayed ROI Although the use of customer journey mapping is growing, few organizations have had them in use for extended periods.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Merkle

AUGUST 17, 2022

B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. All of us have learned what makes a smart business purchase: ROI. ROI is serious. ROI isn’t fun, engaging, adventurous, or inspirational.

B2B 98

B2B Marketing ROI Engagement 98

TechSee

FEBRUARY 5, 2019

ROI is fundamental, as C-suite executives at leading service providers demand measurable returns from their outlay. Answering the pressing need for ROI, the do it yourself approach – powered by intelligent virtual assistants – will continue to deflect the need for human interaction, delivering huge cost savings.

2019 173

2019 Customer Experience ROI 2025 173

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It becomes tempting to make wild guesses that just aren’t bringing ROI. Don’t worry, though.

B2B 78

B2B Net Promoter Score Social Media NPS 78

GetFeedback

MAY 13, 2019

To prove ROI on the effort put into your programs, you should categorize the goals of the voice of customer program. Customer ROI: Are your customers more successful, more quickly? Listening to customers is the new disruption in the B2B and B2C world. All of these goals can be measured for improvement.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Customer Bliss

AUGUST 29, 2017

Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. There is no better feeling than creating great ROI through human connection.”. At the time she entered, Hallmark Business Connections (a B2B arm) was actually the result of a recent merger of two other companies.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Heart of the Customer

OCTOBER 6, 2021

There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer. This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer.

B2B 109

B2B B2C ROI Metrics 109

Experience Investigators by 360Connext

MARCH 26, 2024

The potential for B2B markets to embrace this trend sparks a thought-provoking discussion. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content. We’re not just talking about the immediate click-to-buy; we’re navigating the deeper waters of brand storytelling and authenticity.

2024 178

2024 Banking Advertising ROI 178

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. ” My commentary: Prevention of issue recurrence is the best way to drive customer experience ROI. The post Solving Complex Challenges through B2B Customer Experience appeared first on ClearAction Customer Experience Consulting.

B2B 83

B2B Customer Experience 2015 Workshop 83

Totango

JANUARY 23, 2020

The sooner your customer can use your product, the sooner they will see ROI. If your customer is experiencing strong ROI, they are more likely to remain loyal and less likely to lapse. Focus on rapidly advancing your customer to the point where they can independently incorporate your product into their daily workflows.

Management 111

Management B2B Seminar ROI 111

Zonka Feedback

NOVEMBER 28, 2022

Customer experience challenges in B2B businesses are roadblocks that hamper businesses from maximizing sales, profits, good customer experience , and ROI. However, there are solutions to tackle such challenges that will eventually improve the user experience of your product, website, or business.

B2B 97

B2B Customer Experience ROI User Experience 97

Heart of the Customer

APRIL 30, 2021

The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer. – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […].

B2B 109

B2B ROI Metrics Customers 109

InteractionMetrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. With over 75 CX practitioners joining the conversation, we dove into the heart of customer journey mappingas a tool for creating experiences that drive ROI. To watch the recording, click here.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

ijgolding

NOVEMBER 13, 2018

For a B2B company, the ability to retain clients can be the difference between success and failure. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value. WHY VOC WORKS WELL FOR B2B. Today, it’s just as important for B2B businesses to be customer-centric. Enjoy the read!!

B2B 74

B2B B2C Automotive 2020 74

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B Customer Experience Customer Experience Management Customer Journey Mapping 86

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. A formal ROI analysis is easier with cost reduction, so he suggests starting there and then following with growth. . Speak to the unique value of each stakeholder . Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

Influitive

SEPTEMBER 26, 2017

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. Every year, we recognize some of the most engaging marketing campaigns through The Best Advocate Marketing Awards.

B2B 111

B2B Marketing Brands Innovation 111

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. I can sum them up like this: B2B marketing is the multi-course, fine-dining meal where the chef comes out and describes each dish in detail.

B2C 85

B2C B2B Marketing White Paper 85

Customer Bliss

MAY 23, 2018

to determine their employee ROI. Carolyne Matseshe-Crawford, Fanatics, Inc’s Global Head of Fan Experience, is a passionate customer experience enthusiast, with over 25 years leading global B2B and B2C Customer Service Organizations in the eCommerce and legal industry spaces. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience E Commerce Travel 197

Beyond Philosophy

FEBRUARY 16, 2015

I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth, or WOM/ROI – recently issued by the Word of Mouth Marketing Association (WOMMA). How can the business impact, or WOM/ROI, be determined? How does WOM/ROI vary by business category?

Marketing 159

Marketing ROI Advertising B2C 159

Gainsight

MARCH 31, 2025

Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business. According to Benchmarkits 2024 B2B SaaS Performance Metrics Benchmark Report , the average new customer CAC for B2B SaaS companies is $1.76, while the average expansion CAC is only $1.00.

Customer Journey Mapping 52

Customer Journey Mapping B2B Customer Journey Webinar 52

Think Customers

AUGUST 30, 2021

In the B2B space, where relationships reign supreme, sales organizations found effective and efficient ways to conduct business with a digital-first approach that’s efficient, effective, and won’t go away any time soon. B2B sellers understand they need to change yet face challenges to creating successful digital-first sales experiences.

B2B 59

B2B Sales 2021 ROI 59