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. We’ll cover the basics of: Customer journey mapping.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 461

NPS Feedback Net Promoter Score B2C 461

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting. How are they created?

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

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. After speaking on overall customer experience themes, for example, audience members will approach with the B2B questions: Why should we care about customer experience in B2B?

B2C 137

B2C B2B Customer Experience Culture 137

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. Decide on the goals of the project.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

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 surveys remain fundamental for gathering direct feedback.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. We go down every scary pathway and celebrate those parts of the journey that are beacons of best practices.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

GetFeedback

JULY 19, 2019

With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. We can also agree that customer experience is more important than ever. B2C customers, who already say it’s easier than ever to take business elsewhere, will follow.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

OCTOBER 10, 2024

To know which channels to prioritize, you need to understand your customers, target audience, and business type so you can align your chosen social media channels with those interests. For example, Facebook, Instagram, and YouTube are the most popular social media platforms for B2C brands. Accessed 9/24/2024. Accessed 9/27/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

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

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. Your customers can have an issue any time.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. Conclusion.

Customer Journey 90

Customer Journey Social Media B2C Omnichannel 90

GetFeedback

AUGUST 14, 2019

Are they properly trained on the experience your customers expect from your brand, regardless of who delivers it? Map the customer journey. Mapping the customer journey helps you understand the current customer experience, including pain points and high points. Connect with her: www.cx-journey.com

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

CloudCherry

DECEMBER 1, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. But what about everyone who isn’t your customer?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Optimove

JUNE 1, 2023

Some better than others – and to that end, we’ll dive into what building a proper B2C digital marketing attribution strategy looks like. We begin this three-part series with the basics – the intricacies of the modern customer journey – and shed light on its various stages and steps.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 15

B2C Blog Customer Experience B2B 15

ShepHyken

APRIL 6, 2025

How B2B and B2C Brands Are Winning Hearts with Memory-Driven CX by Annette Franz (MarTech) The future of CX isnt just personalized its nostalgic. Learn to use past moments to create deeper customer connections. Smart brands are finding ways to leverage these memories to create experiences that get customers to say, Ill be back!

2025 74

2025 Article Customer Service B2C 74

ChurnZero

MAY 18, 2021

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? A good customer journey map is like Google Maps for your customers. It helps you tell the story of your customer’s experiences with your brand across all touchpoints.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

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 167

Definition Net Promoter Score Customer Experience B2C 167

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: 9: 5 Ways Successful Teams Close the Customer Experience Gap.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback Social Media 2024 B2C 195

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company.

Article 157

Article 2021 Customer Service B2C 157

CloudCherry

OCTOBER 30, 2018

In the subscription economy, customer success has almost become synonymous with customer experience. However, in reality, customer experience comes from a vastly different place. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. But what about everyone who isn’t your customer?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

CustomerSuccessBox

JULY 9, 2021

Customer journey maps are a tool to understand how people and companies buy your software. A customer journey is very specific to the physical experiences your customers have. Importance of Customer Journey in SaaS. In the SaaS business, the customer is the ultimate boss. Onboarding.

Customer Journey 59

Customer Journey Customer Journey Mapping B2C B2B 59

ShepHyken

NOVEMBER 9, 2020

7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters. Experience Investigators) If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan.

Article 113

Article 2020 Customer Journey Mapping Customer Service 113

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 Its like having a complete toolkit for managing Voice of the Customer (VOC) data, all in one place.

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

Think Customers

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Optimove

JANUARY 3, 2023

2022 has been a whirlwind of a year for both B2B and B2C brands out there. Here are some best practices for B2C brands to take their marketing to the next level this year. So, B2C marketing professionals, here’s what should be among your 2023 New Year’s resolutions. Large, medium, and small enterprises included.

B2C 59

B2C Marketing 2023 Multi-Channel 59

Customer Bliss

APRIL 4, 2018

Determine Customer Growth, Loss, and Retention. Kathy Tobiasen has served in both B2B and B2C roles, and at The Nature’s Bounty Company, a global manufacturer of vitamins and supplements. As VP of Customer Experience, she is responsible for managing and creating good customer experiences from end to end.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Alida

SEPTEMBER 20, 2018

According to Annette Franz, founder and chief experience officer of the consultancy CX Journey and a respected thought leader in the industry, one big issue is the fact that many companies haven’t set up the foundational elements required to have an effective and scalable CX strategy. How do you know which journey to map? Absolutely!

Insights 200

Insights Customer Journey Mapping Webinar Customer Journey 200

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. Most of customer journey maps focus solely on customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Totango

FEBRUARY 11, 2022

B2B customer experience consists of the total set of thoughts, emotions, and behaviors that B2B clients undergo when interacting with your brand. This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journey Mapping 62

Customer Journey Mapping Customer Journey Hotels Touchpoint 62