eglobalis

DECEMBER 17, 2024

link] Forrester’s B2C Marketing & Customer Experience Predictions 2025: Price Sensitivity Will Lead to a 25% Decline in Brand Loyalty [link] The post CX 2025: The AI Revolution That Will Leave Your Business Behind appeared first on Eglobalis.

2025 337

2025 Net Promoter Score B2B Multi-Channel 337

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Curious how we’re delivering for B2C brands? Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center Customers 156

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

JANUARY 23, 2018

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. However, recent research is indicating that this expectation gap is evaporating at an alarming rate.

B2C 186

B2C B2B Customer Expectations Article 186

eglobalis

JANUARY 20, 2025

Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation. The article was originally posted on Eglobalis.com/blog.

B2B 418

B2B Loyalty Workshop Loyalty Programs 418

Heart of the Customer

OCTOBER 29, 2020

The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty.

B2C 120

B2C Loyalty Customers Customer Voice 120

InMoment XI

JANUARY 9, 2024

How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management. Unlike B2C products and services, B2B offerings usually present various options for customization and personalization in order to meet the particular needs of the business customer.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

InMoment XI

JULY 20, 2022

It is evident in both b2b and b2c products and services, everywhere around the globe. Examples are offered of B2B and B2C companies that have transcended from transactional, commoditized experiences and now offer branded differentiation with higher perceived value—for both employees and customers.

Article 370

Article Brands B2C B2B 370

ShepHyken

DECEMBER 23, 2024

In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. They help customers discover what they need, educate them about solutions, and build trust.

Customer Experience 82

Customer Experience B2C B2B Sales 82

eglobalis

OCTOBER 22, 2017

In the technology industry, specifically within software and hardware usability, design and services, one of the biggest elements that hurts customer experience -- and by that I mean B2B and B2C customers -- is overly-complicated product design.

Customer Experience 343

Customer Experience B2C B2B Technology 343

Experience Investigators by 360Connext

OCTOBER 19, 2021

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. In B2C, this can be what happens when the customer has to set up an account in ways that don’t reflect their time.

B2C 346

B2C B2B Customer Journey Brands 346

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

Customer Bliss

AUGUST 31, 2016

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

Omnichannel 268

Omnichannel B2B Customer Engagement Engagement 268

Heart of the Customer

SEPTEMBER 30, 2021

There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer. One thing I’ve notice over years of talking with […].

B2C 103

B2C B2B ROI Metrics 103

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. This can be more challenging in a B2B context due to the scale and complexity of relationships.

B2B 372

B2B Customer Experience Customer Centricity Omnichannel 372

Help Scout

NOVEMBER 22, 2021

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

B2C 116

B2C Customer Service B2B Article 116

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

InMoment XI

OCTOBER 10, 2024

For example, Facebook, Instagram, and YouTube are the most popular social media platforms for B2C brands. Most used social media platforms among business-to-consumer (B2C) and business-to-business (B2B) marketers worldwide as of January 2024. ( [link]. Accessed 9/24/2024. 2023 Retail Trends Report. ( [link] ). Accessed 9/27/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates.

B2C 397

B2C Employee Experience Culture B2B 397

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. B2C companies will need to help new users who can’t figure out how to set up their new product or want to make an exchange. Well, not exactly.

Customer Service 259

Customer Service B2C B2B Customers 259

GetFeedback

DECEMBER 21, 2018

42% of B2C customers purchased more after a good customer service encounter. 52% of B2C customers stopped buying after a bad customer service experience. Following a negative customer interaction, 58% of Americans would never use that company again. ( New Voice Media ). RightNow ). RightNow ). RightNow ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

FEBRUARY 23, 2025

My Comment: So much of what is written about customer service and CX is focused on consumers (B2C companies). Ive mentioned many times that while B2C is different than B2B, many of the customer service and CX strategies apply to both. As you read it, you may think, Hmm, this could work for B2C, too!

2025 79

2025 Article Customer Service Social Media 79

InMoment XI

OCTOBER 10, 2022

For B2C companies, there is not a best day to send surveys : Tuesdays, Wednesdays and Fridays all lead to a relative high response rates and Thursdays and Sundays can better be avoided. Asking for Feedback via Customer Surveys Statistics. Monday is the best day to get the highest amount of complete email surveys for B2B businesses.

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

Experience Investigators by 360Connext

NOVEMBER 2, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. In B2C, sometimes it’s important to include where and how a customer will be experiencing specific steps along the journey in their real lives, like using a mobile app while using multiple screens.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. This article delves into the primary frustrations with NPS, explores alternative metrics, and examines why NPS is better suited for transactional evaluations. This is the final part of my trilogy about NPS.

NPS 434

NPS Net Promoter Score Metrics 2025 434

Blueshift

NOVEMBER 2, 2022

What does this mean for marketers, especially B2C marketers? Some economists suggest that the US will be in a recession within the next few months. At this point, no one is sure. Keeping a focus on creativity, efficiency, and ROI, and taking a customer-first approach have never been more important. It’s also wise not to wait it out.

B2C 98

B2C Marketing ROI Innovation 98

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). But there's no free lunchand heres the catch.

Net Promoter Score 117

Net Promoter Score Hotels NPS B2C 117

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 414

2030 B2B Culture Government 414

Experience Investigators by 360Connext

APRIL 21, 2015

Some are predicting that by 2020, the B2B ecommerce market will be twice as large at the B2C market. Whatever it is, the new marketing campaign, the new store display, the new product upgrade. But customers just want something that works for them. In the B2B world, get ready. So will you take the challenge?

B2B 285

B2B B2C Social Media Innovation 285

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. Customer experience is HUGE and can be overwhelming. This year, make big changes by tackling many smaller things. Have fun and please let us know what changes you make in 2015!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes. The long answer is it’s possible, but not easy.

B2B 271

B2B B2C Social Media Retail 271

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. Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

OCTOBER 9, 2024

Sometimes, collecting feedback from clients calls for a tailored approach, especially when it comes to distinguishing between B2C and B2B interactions. Collection Consumer Feedback On the other hand, B2C feedback collection should prioritize simplicity and convenience while maintaining the quality of insights.

Feedback 195

Feedback Social Media B2C 2024 195

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: (All links open in a new tab — no need to worry about losing your spot.). #10:

2019 178

2019 2020 B2C Customer Journey Mapping 178