InMoment XI

OCTOBER 9, 2024

Tools like InMoment’s Survey Builder enable customized survey design to help you capture customer insights easily and quickly while reducing survey fatigue. Ask your customers relevant and impactful questions. Therefore, a good practice is to make your feedback forms and surveys simple and concise.

Feedback 195

Feedback Social Media B2C 2024 195

Forrester's Customer Insights

MAY 11, 2022

Today, we have fresh data from Forrester’s Q2 B2C Marketing CMO Pulse Survey, 2022 — a cross-industry survey among 153 US B2C marketing executives, VP and above, at brands with at least 500 employees. We provided a list of 13 trending marketing priorities and asked respondents to indicate the degree to which each is a […].

B2C 45

B2C Brands 2022 Marketing 45

Forrester's Customer Insights

OCTOBER 23, 2020

B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world.

B2C 53

B2C 2021 Marketing Measurement 53

BirdEye

SEPTEMBER 10, 2024

We’ll also explore the differences between B2B and B2C funnels, the role of social media, and how to avoid common pitfalls. Today, customers might enter or leave the funnel at different stages, driven by their unique needs and interactions across multiple digital touchpoints, such as social media, email, or online reviews.

Marketing 59

Marketing Social Media B2C B2B 59

Forrester's Customer Insights

SEPTEMBER 9, 2019

I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […]. Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you!

B2C 41

B2C Marketing Management Engagement 41

Forrester's Customer Insights

JANUARY 26, 2023

But fret not, Forrester’s got you covered with our just published report “Navigating The 2023 Downturn: B2C Marketing Executives.” We know that fluctuating market signals have you mired in scenario planning around “economic uncertainty.” Make Brand Experience The Top Priority In All Scenario Plans In our full report, we […]

B2C 26

B2C 2023 Brands Marketing 26

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. Customer Connectedness: Customer insights are infused across the organization.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Forrester's Customer Insights

MAY 29, 2019

This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]. Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 48

B2C 2019 Retail Loyalty 48

Forrester's Customer Insights

APRIL 28, 2022

The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly.

B2C 26

B2C Marketing 2022 Omnichannel 26

Forrester's Customer Insights

MARCH 17, 2020

To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail. To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

B2C 48

B2C Retail 2020 Marketing 48

Middlesex Consulting

MAY 31, 2015

But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect. One can make the argument that this has always been the case, and it would be right.

B2C 60

B2C B2B Magazine Competitive Advantage 60

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.

Customer Experience 364

Customer Experience Customer Centricity Net Promoter Score Government 364

Forrester's Customer Insights

NOVEMBER 15, 2024

Forrester’s Q4 B2C Marketing CMO Pulse Survey, 2024 provided a list of 17 initiatives and we asked respondents (127 US B2C marketing executives) to select up to three. With budgets set for 2025, CMOs are about to enter the new year with several critical initiatives. What’s bubbling to the top? The top five most commonly […]

B2C 29

B2C 2025 2024 Marketing 29

Forrester's Customer Insights

MARCH 20, 2015

In my latest report, " B2B Loyalty, The B2C Way ," I explore how B2B companies can use consumer loyalty principles to deepen their business relationships. Looking past rewards, they specifically stand to benefit from three core tents of loyalty embraced by successful B2C loyalty marketers: Read more Categories: B2B marketing.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year?

2021 51

2021 B2C Marketing Healthcare 51

CX University

JANUARY 30, 2024

CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. 2023 NPS B2C examples: USAA Insurance +75 Tesla +97 Companies can compare their NPS with other industry scores using the Qualtrics NPS comparison tool.

Net Promoter Score 52

Net Promoter Score NPS 2023 Insurance 52

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 49

B2C 2022 Marketing Customer Relationship Management 49

Forrester's Customer Insights

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 58

B2C Consumers Customer Relationship Management Customer Relationships 58

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? At this particular time?

B2C 213

B2C Workshop Customer Retention B2B 213

Think Customers

JULY 25, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. This approach challenges the retrospective nature of NPS surveys, offering immediate insights that inform strategic decisions and enhance satisfaction.

Metrics 40

Metrics Feedback NPS Net Promoter Score 40

Experience Investigators by 360Connext

JUNE 13, 2023

For instance, Microsoft has a dedicated CX Center of Excellence, which plays a crucial role in transforming their customer interactions. The center spearheads initiatives to gain deeper customer insights and works closely with other departments to implement these insights.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

OCTOBER 24, 2024

For B2C CMOs, 2025 will be less sensationalized and more operationalized. The result? They will step up in the broader business to lead amid a heightened confluence of operation and opportunity.

2025 29

2025 B2C Government Loyalty 29

Forrester's Customer Insights

APRIL 30, 2024

Buyer expectations for immediacy, relevance, and instant gratification have carried over from B2C to B2B and been amplified with Millennials and GenZ comprising more than half of the modern workforce.

B2B 59

B2B Interaction B2C Consumers 59

InMoment XI

NOVEMBER 26, 2024

Visualizing these examples can help your team understand how to structure the journey map, integrate data, and highlight customer pain points. Furthermore, studying a range of examples allows you to adapt best practices and innovative techniques to fit your specific customer base, whether focusing on B2B or B2C journeys.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Forrester's Customer Insights

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumers 34

Consumers B2C Customers Marketing 34

Forrester's Customer Insights

JUNE 3, 2016

We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide.

Insights 29

Insights Customer Insights 2015 2016 29

Forrester's Customer Insights

JUNE 3, 2024

Brands are expanding their loyalty budgets: 65% of B2C marketing decision-makers in Forrester’s 2024 Marketing Survey said they were planning to increase their investment in relationship/loyalty marketing in 2024.

Loyalty 32

Loyalty 2024 B2C Consumers 32

Optimove

JUNE 14, 2021

Gaining customer insights across separated platforms for each customer is extremely difficult – and even more challenging at scale. That’s why having a platform that automates customer data and intelligence is crucial to the success of your CRM efforts. The post Smart CRM Basics: Why Customer Intelligence?

B2C 98

B2C Workshop Customers Customer Care 98

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Forrester's Customer Insights

APRIL 5, 2021

During the 10 years I’ve been at Forrester, I’ve worn a few different hats: financial services analyst, research director for our customer insights and B2C marketing teams, and, perhaps most importantly, unofficial “snack drawer fulfillment manager” back when we were still […].

Loyalty 39

Loyalty B2C Financial Customer Insights 39

Forrester's Customer Insights

MAY 6, 2024

Read Principal Analyst Emily Pfeiffer's insights on the shifts in the B2C Commerce market over the past two years.

B2C 58

B2C Insights Marketing Consumers 58

Forrester's Customer Insights

AUGUST 2, 2023

Hey B2C marketers, who else is feeling the pain of: A proliferation of consumer touchpoints? B2C marketing has undergone so much change since the 2010 dawning of the age of the customer that companies have no choice but to become customer-obsessed now. Unpredictable and fast-changing macroeconomic conditions?

B2C 26

B2C Marketing 2010 Touchpoint 26

Forrester's Customer Insights

DECEMBER 11, 2020

It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 68

B2B B2C Marketing User Experience 68

Forrester's Customer Insights

OCTOBER 4, 2022

In 2023, we anticipate that two-thirds of global B2C e-commerce will come from online marketplaces.

B2C 49

B2C E Commerce 2023 Retail 49

Forrester's Customer Insights

MAY 20, 2019

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 48

B2C Chief Customer Officer B2B Customer Experience 48

Forrester's Customer Insights

NOVEMBER 28, 2023

As champions of the customer, CMOs are pulled in all sorts of directions. We provided a list of 30 items in Forrester’s Q4 2023 B2C Marketing CMO Pulse Survey from which 171 US marketing […] Knowing that they can’t go it alone, we asked what areas they foresee needing the most external help with in 2024.

B2C 32

B2C 2024 2023 Marketing 32

Forrester's Customer Insights

JUNE 17, 2020

The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe.

B2C 47

B2C 2020 Webinar Consumers 47