Forrester's Customer Insights

MARCH 21, 2023

Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. That’s a tough job if your martech ecosystem is overly complex or badly integrated – or both.

B2C 26

B2C Marketing Customer Expectations Engagement 26

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

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. . B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

ShepHyken

AUGUST 20, 2018

Critical areas of the digital customer experience by Natalia Hawkins. MyCustomer) Over the past couple of decades, the concept of being able to conduct business operations virtually (both in a B2B and B2C setting) has caused a huge ripple effect for companies across the board. My Comment: How much digital is too much digital?

Article 69

Article 2018 Customer Service B2B 69

Team Support

JUNE 29, 2020

Managing B2B customer support relationships is very different than managing individual consumers (B2C). When handling customer issues at a company level, you have to manage multiple contacts per customer, multiple tickets per company, and usually multi-layered issues.

B2B 59

B2B B2C 2017 NPS 59

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Customer Experience B2C NPS 49

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

B2C 83

B2C E Commerce Banking 2005 83

Oracle

SEPTEMBER 20, 2020

Be sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. Put the power in the hands of customers. Leveraging the success of their B2B site, Terex has since branched into an entirely new market by reusing its B2B components to launch a B2C site.

B2C 42

B2C Apparel B2B 2020 42

Totango

JULY 18, 2018

Instead of being locked in to a particular customer relationship for the typical multi-year life span of an on-premise software contract, customers often have the power to switch to a competitor every month. Digitization of the customer experience. Increased Customer Expectations.

Customer Satisfaction 56

Customer Satisfaction Customer Success Customers Customer Relationships 56

CSM Magazine

JANUARY 16, 2020

41% of B2B purchasers’ value high customer service levels as “absolutely essential”, compared to 27% of those working in B2C industries. • Romero’s research shows customers expect a great level of customer service, but the majority of the time less than 75% of business purchases provide an exceptional customer experience.

Insurance 52

Insurance Customer Experience 2020 B2C 52

Bold360

DECEMBER 4, 2019

Chris Savio and I have put together our top 5 Customer Experience (CX) books that will transform your customer experience. As customer expectations continue to grow, businesses (no matter if they are in retail, financial services, etc.) can either thrive or fail based on customer experiences. B2B and B2C focus.

Books 40

Books Customer Experience Travel B2C 40

Magellan Solutions

AUGUST 23, 2021

Almost three-fourths of all consumers – 71% – want a consistent customer experience across all channels, but only 29% say they actually get it according to Gladly. Customer expectation is constantly raising its bars and SMEs together with their Philippines outbound call center partner are in a difficult situation to exceed it.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts.

NPS 331

NPS Net Promoter Score 2025 Metrics 331

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. There are several ways to obtain data and understand customers.

Customer Experience 396

Customer Experience Customer Centricity Net Promoter Score Government 396

Retently

MARCH 14, 2023

NPS surveys focus on existing customers who have already purchased and used the product to measure their loyalty and satisfaction with the brand, including customer service, UI/UX, operations, etc. Timing Product reviews are gathered after a customer purchases and engages with the product.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ProProfs Chat

MAY 6, 2020

Takeaway: To train your customer support reps, upgrade your services at the contact center, or even overhaul the complete support process. This will help your business keep customers delighted with your services because they’ll guarantee consistent services that most of your customers expect. Source: Fuqua ) Tweet this.

2020 66

2020 Customer Experience E Commerce E-support 66

Talkdesk

AUGUST 9, 2016

Self-service customer support has been a major part of the recent transformation of the company-customer relationship. The modern customer expects a personalized experience when they reach out to businesses. For B2C companies, FAQ sections may suffice. The go-to self-service channel is the company website.

Omnichannel 40

Omnichannel B2C Customer Service Representative Contact Center 40

GetFeedback

DECEMBER 21, 2018

Following a negative customer interaction, 58% of Americans would never use that company again. ( 82% of consumers have stopped doing business with a company because of bad customer service. 67% of customer churn could be avoided if the business resolved the customer’s issue during their first interaction.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Active customer engagement is crucial for any business to become a success. Communication challenges.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Clarabridge

OCTOBER 23, 2015

When there’s a disruption along this journey, customers will automatically turn to the website or social media to vent about their frustrations. In short, the omni-channel customer expects the same level of customer service, regardless of the point of contact. Where can you find your customers most of the time?

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

ProProfs Chat

AUGUST 14, 2020

Do you know that over 50% of consumers who start their customer journey with AI are transferred to a live agent? The statistics indicate how customers expect human touch along with instant, proactive buying experience. Is live chat helpful for B2B customer journeys? We can use live chat to nurture customer relationships.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Kustomer

MAY 20, 2021

Breaking language barriers and taking advantage of tools like Unbabel will make your brand known for going above and beyond customer expectations; for doing more than just the bare minimum. And I think that’s where language plays such a strong role, especially in building that customer relationship.

Customer Experience 104

Customer Experience Multi-Channel Customers Brands 104

Waypoint Group

JUNE 7, 2018

Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. If yes, are they sufficient to meet customers’ expectations? Or are you just hitting them with automated emails? Your key stakeholders (i.e.

Customer Success 40

Customer Success B2B Feedback Customers 40

Grade.us

MAY 16, 2017

They need you to manage their expectations. Customer expectations impact your ability to win customer reviews. These expectations also affect your overall conversion rate and positioning. Customers come to you with expectations That’s pretty normal. They’re also part of the B2C relationship.

Customer Expectations 40

Customer Expectations Customers Feedback B2C 40

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). The research findings indicate that a brand’s ability to earn customer’s business and loyalty over the long term depends on how it treats customers at seven critical points in their life cycle.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C). The research findings indicate that a brand’s ability to earn customer’s business and loyalty over the long term depends on how it treats customers at seven critical points in their life cycle.

Customer Experience 49

Customer Experience Sales Customers ROI 49

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Now is the time to turn more satisfied customers into success stories.

Customer Success 134

Customer Success Return on Investment Customer Centricity B2C 134

SmartKarrot

JULY 30, 2021

It is the go-to business growth opportunity today, and it is about anticipating the customer’s needs and demands , challenges and providing immediate solutions. A good customer success strategy will keep your customer happy, which means high retention rates, which in turn means an increase in your revenue.

Customer Success 10

Customer Success Net Promoter Score Multi-Channel Metrics 10

SurveySparrow

FEBRUARY 27, 2024

Customers expect more, and to stay in the lead, you’ve got to tune into their needs closely. It’s a game-changer in retail, turning customers into loyal fans and, even better, into advocates for your brand. You can get a better look at the NPS scores of others in B2C from the following graph.

NPS 52

NPS Retail 2024 Loyalty Programs 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Think Customers

JULY 25, 2024

The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction. Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions.

Metrics 40

Metrics Feedback NPS Net Promoter Score 40

CSM Magazine

JULY 28, 2016

The boundaries between digital and physical are now increasingly blurring, especially in B2C with its intense pace and volume of customer interactions that spill over multiple channels. Today, it can be reinterpreted as a common misunderstanding that customers predominantly use one channel, either traditional or digital.

Customer Experience 64

Customer Experience B2C Touchpoint Customer Relationship Management 64

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. And much more… So, are you offering and staying updated with their expectations? .’ And as personal and professional experiences merge, customers expect convenience in B2B interactions as well.

B2B 52

B2B Customer Experience Omnichannel Loyalty 52

Kayako

JULY 28, 2022

While customers may like more choices in product features, it turns out that more choices in customer service channels are not a plus. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer.

Customer Service 98

Customer Service Management E-support B2C 98

Amity

JUNE 8, 2016

Over the last several years, sophisticated tools for analyzing customer data have made it possible for companies to target increasingly granular characteristics of their buyer personas. But focusing too much on the quantitative aspects of customer relationships can have the opposite effect. Allow me to explain what that means.

Customer Relationships 67

Customer Relationships 2011 Customer Journey Mapping B2C 67

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty.

Effort Score 62

Effort Score Measurement Net Promoter Score Metrics 62