eglobalis

JULY 25, 2024

Cultural Differences and Consumer Expectations One of the primary reasons the USA excels in CX is the cultural emphasis on customer satisfaction. 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 499

Customer Experience Innovation Customer Centricity Culture 499

InMoment XI

OCTOBER 10, 2024

Social media usage is growing every year, and the rate at which consumers are using social media to interact with brands is increasing with it. Social media management is important because social media is one of the main ways that consumers interact with your brand. Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 Multi-Channel 195

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Consumers must take time from their personal schedules (losing work time, etc.)

B2C 104

B2C Consumers Technology B2B 104

GetFeedback

DECEMBER 21, 2018

consumers say that their go-to channel for simple inquiries is a digital self-serve tool such as a website, mobile app, voice response system or online chat. billion per year due to avoidable consumer switching. consumers say they’d share more personal information with a company that offers a great experience. ( CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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

InMoment XI

JULY 20, 2022

1: The Future Role of Consumer Trust. It is evident in both b2b and b2c products and services, everywhere around the globe. Though this has been slower to develop on the employee side, changes in consumer and marketing dynamics have resulted in significantly increased focus on how emotions shape, and are shaped by, experience.

Article 370

Article Brands B2C B2B 370

Experience Investigators by 360Connext

JUNE 25, 2019

The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. It’s totally different than B2C! B2B relationships with customers are often MORE personal than those in B2C. How do any of the CX ideas you discuss apply to us?

B2C 137

B2C B2B Customer Experience Culture 137

ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. I have spent over 20 years studying and working in the trenches of the membership economy, both with B2B and B2C organizations. The differences between SaaS and B2C companies. 3: Make onboarding seamless.

B2B 52

B2B Consumers B2C 2025 52

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 83

Customer Experience B2C B2B Sales 83

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

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

NOVEMBER 26, 2024

However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services. This often stems from poor internal communication, outdated technology, or inefficient processes.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. At least as far as consumer perception goes. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience. Here’s why.

B2C 98

B2C B2B Brands Advertising 98

InMoment XI

OCTOBER 10, 2022

Source: White House Office of Consumer Affairs via Help Scout ) 95% of customers share bad experiences with others. Source: Zendesk ) 55% of consumers have intended to make a purchase, but backed out because of poor customer service. Source: Zendesk ). The Power of a Good Customer Experience. Source: CheckMarket ).

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

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.

B2B 389

B2B Customer Experience Customer Centricity Omnichannel 389

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You’ll notice I didn’t call this a consumer persona or a buyer persona. In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Their decision-making process , like what media or content they consume, as well as what influences them.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. Key takeaways: Consumers are subjected to marketing fatigue across industries. This post highlights Optimove 2023 surveys of more than 2,000 consumers.

2023 111

2023 Consumers Brands Marketing 111

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

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. In other cases, a customer may be so consumed in their frustration that they refuse to describe the issue, leaving us at a standstill on how to help them. Well, not exactly.

Customer Service 259

Customer Service B2C B2B Customers 259

Customer Bliss

AUGUST 22, 2019

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. Consumers want options and convenience, and as providers, you have to step up to the challenge to provide this for them.

Consumers 120

Consumers B2C Definition Retail 120

SurveyGizmo

NOVEMBER 11, 2021

We were living B2C lives where purchases were only a click away. The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too. What Do B2B Consumers Want? This personalization is different.

B2C 98

B2C B2B E Commerce 2022 98

ShepHyken

APRIL 21, 2025

Consumers are leaving less feedback because they don’t trust that their voice is acknowledged. According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically.

Customer Experience 66

Customer Experience B2C B2B Loyalty 66

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer B2B 111

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111

InMoment XI

OCTOBER 9, 2024

While they can elicit higher-quality feedback due to their mobile and conversational nature, they can be time-consuming to create and manage. Social media is the top choice for US consumers when communicating with brands. Conversational surveys provide an interactive means of collecting feedback from customers.

Feedback 195

Feedback Social Media B2C 2024 195

Customer Bliss

JANUARY 18, 2018

Start developing consumer insights: why did you leave and how can we earn their trust back? Kathy Tobiasen has spent her career serving customers in both B2B and B2C organizations including Computer Associates, Kaplan Inc., #CX Click To Tweet. What Do You Know Now That You Wish You Knew Then? Click To Tweet. About Kathy Tobiasen.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

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

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. Let’s discuss the nuances of B2B vs. B2C marketing. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

SurveySensum

FEBRUARY 3, 2022

A few days back, I spent almost 2 hours creating a beautiful, engaging, and all-inclusive B2C survey. . It was detailed, containing 10 questions, asking everything about the consumer’s journey from not knowing about the brand to using its features! 9-point Checklist to Increase Response Rate of B2C Surveys. So, what can you do?

B2C 72

B2C Feedback Consumers NPS 72

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. Their decision-making process , like what media or content they consume, as well as what influences them. CX Personas are fictionalized archetypes representing your customer.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. She has worked with both B2B and B2C brands in a multitude of industries. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Feedbackly

NOVEMBER 17, 2020

For businesses, every purchase is a vote from their customers, endorsing their brand and products. Therefore, customers have always been and will always be.

B2C 98

B2C Consumers Brands Customers 98

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ServiceDock

AUGUST 23, 2019

We usually hear this in relation to business-to-business scenarios, but the principles and concepts for Net Promoter Systems hold true for classic business-to-consumer models, too.

NPS 94

NPS B2C Consumers Engagement 94

CloudCherry

JANUARY 16, 2020

Career includes leading Sales, Digital Marketing and eCommerce for well known (B2B) business & (B2C) consumer brands (see jobs). Achieving record-breaking Net Promoter (NPS) + Customer Satisfaction results, contributing to multi-million-dollar revenue growth Y/Y and portfolio protection. Request a demo.

B2C 195

B2C B2B NPS Demo 195

Customer Bliss

JULY 5, 2016

Natalie is the Vice President of Consumer Experience for Anthem Inc. She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. The problem? As Natalie says early on here, “Everything needed work.”

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. It is all about the individual.

B2C 24

B2C B2B Innovation Technology 24