Customer Bliss

DECEMBER 13, 2016

Dayton Semerjian was a Chief Marketing Officer four times. Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. Episode Overview.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Experience Investigators by 360Connext

JUNE 13, 2023

Related: Experience Action Podcast Episode 5 – 5 Questions for Customer Experience (CX) Leaders CX Embedded in Marketing Historically, many organizations have positioned CX within the marketing department. The role of the Chief Marketing Officer is a tough road these days.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

BirdEye

SEPTEMBER 10, 2024

But they need to become your customers before such a deep relationship is built. Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers. A marketing funnel is a key way to understand the customer journey for your business.

Marketing 59

Marketing Social Media B2C B2B 59

Forrester's Customer Insights

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling.

B2C 44

B2C Marketing 2023 Consumers 44

Forrester's Customer Insights

MAY 31, 2024

B2C marketing decision-makers have many conflicting short- and long-term priorities while facing increasingly tough challenges. Welcome to marketing, right? Forty-five percent of global B2C marketing […]

B2C 37

B2C 2024 Marketing ROI 37

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success. References ​​Khoros.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Forrester's Customer Insights

OCTOBER 18, 2022

Despite the massive opportunity in today’s green market, many B2C CMOs don’t know where to start. Learn the six keys to activating sustainability in your B2C marketing and communications.

B2C 48

B2C Communication Marketing Customer Experience 48

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Amanda is a highly experienced customer experience consultant, adviser, and writer. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Optimove

JUNE 14, 2021

What many marketers work on achieving is bringing customer data from separate platforms all into one place. This allows them to gain a clearer picture of their customer’s story – and then take action (hopefully) accordingly. The post Smart CRM Basics: Why Customer Intelligence? appeared first on Optimove.

B2C 98

B2C Workshop Customers Customer Care 98

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

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

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? creating a customer advisory board to collect customer insights.

Roadmap 118

Roadmap Feedback B2B Interaction 118

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. Is customer centricity already part of the company DNA and culture?

2018 121

2018 Customer Experience Customer Centricity Culture 121

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 103

Customer Experience E Commerce Consulting E-support 103

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. Chad Horenfeldt – Director of Customer Success at Kustomer. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Forrester's Customer Insights

MARCH 26, 2024

To meet customers in their moments, marketers must design, execute, and optimize interactions across the full range of devices, channels, and touchpoints where consumers engage with a brand. Meanwhile, the marketing landscape continues to evolve with new technologies, data deprecation, and sophisticated consumers.

Technology 62

Technology Marketing Touchpoint Consumers 62

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Forrester's Customer Insights

SEPTEMBER 2, 2024

The futures of AI and the green market revolution are intimately linked; whether we want it or not, both will inevitably and radically transform societies and economies and become invisibly embedded into our daily lives.

Marketing 63

Marketing B2C Insights Customer Experience 63

Forrester's Customer Insights

SEPTEMBER 18, 2020

One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute (..)

Events 66

Events Brands B2C Retail 66

Lumoa

MARCH 12, 2023

A CX platform offers: Improved customer engagement. Having a 360-degree view of customers across all touchpoints means you can understand them better. You can tailor your interactions with them—across support, sales, and marketing—based on customer behaviors and preferences. Personalization and targeting capabilities.

Customer Experience 78

Customer Experience Customer Journey Mapping NPS Consulting 78

Optimove

MAY 16, 2019

I often encounter situations at work that bring me to this invaluable conclusion: Even the smartest marketers’ hands are frequently tied by the lack of technology and shortage of execution tools, that prevent her from achieving her goals and showcasing her skills as an experienced professional. Untying the marketer’s hands.

B2C 75

B2C 2019 Insights Webinar 75

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

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

Forrester's Customer Insights

AUGUST 19, 2024

The last several years have unleashed a wave of marketing change. Changes in media and technology have upended how consumers discover and engage with companies, and new technologies like GenAI have brought unrelenting changes to how marketing gets done.

Marketing 36

Marketing Technology Consumers Engagement 36

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. and it’s particularly useful for new disruptive products. and DoveTail.

Feedback 111

Feedback E-support Metrics NPS 111

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. C) Enterprise Use Today VoC insights are generally insufficient for adapting instantaneously to shifting market needs.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

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. Marketers must coordinate their loyalty […]

Loyalty 32

Loyalty 2024 B2C Consumers 32

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

NOVEMBER 18, 2024

An effective cross-channel marketing hub (CCMH) can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Instead, leverage it for next-gen customer engagement based on compelling, contextually relevant experiences.

Marketing 26

Marketing Customer Engagement Technology Engagement 26

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

JULY 3, 2024

I’m pleased to announce the publication of the second of my two APAC generative AI (genAI) B2C marketing reports, Generative AI Marketing Use Cases In APAC (client-only access).

Marketing 71

Marketing B2C Advertising 71

SurveySparrow

JULY 5, 2022

Results in lesser risks: While taking risks is not inherently bad when you invest in experience design, you will be able to minimize the uncertainty as a lot of the suggestions come directly from the customers. The customer insights you gather from your experience design strategy is based on real-world experiments.

User Experience 52

User Experience Travel Apparel Technology 52

Retently

AUGUST 22, 2024

A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. This surveying model is known as Relationship NPS, which measures how your customers’ satisfaction changes over time.

NPS 78

NPS Events Touchpoint Feedback 78

Forrester's Customer Insights

OCTOBER 3, 2022

And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience. Some of today’s biggest marketing silos are technology-based — different platforms for different functions. Let’s […].

Loyalty 49

Loyalty Technology Marketing Customer Experience 49

SurveySensum

NOVEMBER 22, 2024

5) InMoment Large enterprise-level companies In-app surveys Customer segmentation Custom reporting and dashboard Contact their team for details 4.7 (5) However, SurveySensum is not just another CX feedback tool – it is a full-fledged CX service that helps you achieve your business KPIs by taking action on customer insights.

2025 52

2025 2024 Multi-Channel NPS 52

Forrester's Customer Insights

FEBRUARY 20, 2024

Every year, Forrester surveys over 1,000 marketing decision-makers around the world to learn about their priorities, challenges, and plans.

B2C 55

B2C Marketing Advertising Consumers 55