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

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining. appeared first on.

B2C 102

B2C Metrics B2B Competitive Advantage 102

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Article 157

Article 2021 Customer Service B2C 157

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. Forrester’s recommendation: Extend and elevate your existing retention efforts. B2B Loyalty, The B2C Way.

B2C 66

B2C B2B Loyalty Loyalty Programs 66

Storyminers

JULY 29, 2016

We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon. The most effective customer retention strategy is to focus, well, on retention. Check out the list below. Annette Franz. Want to read more from Shep?

B2C 49

B2C Customer Retention Brands Social Media 49

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 460

Customer Experience Customer Centricity Net Promoter Score Government 460

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. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Net Promoter Score Effort Score Financial 52

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 139

Customer Service Customer Retention Customer Service Strategies B2C 139

Totango

FEBRUARY 11, 2022

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 customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Daniel Group

OCTOBER 31, 2024

Increase Customer Referrals and Improve your Marketing Strategy Companies spend significant sums on customer acquisition strategies and less on customer retention strategies. The first reason is that customers who continue to buy from you make your company more profitable.

Marketing 52

Marketing Customer Retention B2C Reference 52

CSM Magazine

JUNE 29, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. That’s your customer retention number. Let’s get started.

Customer Retention 59

Customer Retention Measurement B2C B2B 59

BlueOcean

SEPTEMBER 27, 2021

different methods to accurately measure customer experience. The large majority of B2B companies use surveys, while B2C conducts user interviews. The article also takes a look at the goals of customer experience optimization—from customer retention to customer lifetime value, there’s some insightful info here.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

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. Onboarding Onboarding is familiarizing a new customer with the service.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

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

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin. The response rate has a massive effect on the statistical validity of any survey.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Shocker, right? Closing Thoughts.

Customer Retention 73

Customer Retention Webinar E Commerce Demo 73

Oracle

SEPTEMBER 10, 2019

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. What are the most important differences between B2B and B2C? Who is the customer and how do they behave? Business-to-consumer (B2C) processes are aimed in a very different direction. Also important?

B2C 64

B2C B2B Sales Marketing 64

Magellan Solutions

SEPTEMBER 23, 2021

While it is true that online digital marketing is a great strategy to get leads, to ditch your B2B or B2C telecalling marketing strategies is not smart either. In fact, for B2B or B2C telecalling marketing strategies , 79% of affluent clients still prefer to talk to someone over the phone. And the pandemic?

Marketing 98

Marketing B2C B2B Sales 98

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

CloudCherry

AUGUST 26, 2019

Part of this includes CX initiatives that are focused on tearing down walls and reducing friction in the customer buying process, usually by adopting new customer platforms and developing capabilities that mirror the success stories from the B2C space. Final Thoughts.

B2B 199

B2B 2019 Insights 2010 199

ShepHyken

JANUARY 16, 2017

This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young.

2017 90

2017 Article Customer Service Contact Center 90

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

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. B2B tends to expect responses within 1-24 hours.

Customer Journey 90

Customer Journey Social Media B2C Omnichannel 90

Daniel Group

JANUARY 26, 2022

While the above example is from the B2C arena, similar situations are playing out in B2B markets. We know from our research that up to 40% of our client’s customers are referring. . One client recently shared that their customer retention increased by three percentage points over three years. That is changing.

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

ShepHyken

FEBRUARY 10, 2020

My Comment: I’ve talked to executives from B2B companies who feel that customer experience is not as important to them as it is for consumer-focused B2C companies. It’s just as important and maybe even more so, as many B2B’s have few clients than typical B2C’s. 5 ways to increase customer retention in 2020 by Michael Barnard.

2020 85

2020 Article Customer Service Customer Retention 85

ChurnZero

JANUARY 5, 2022

So, are Customer Experience and Customer Success really the same? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn? Let’s first understand the differences between Customer Experience and Customer Success. .

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

One Millimeter Mindset

SEPTEMBER 27, 2018

3 Ways Your Value Added Customer Experience Efforts are not Valued. 2 Ways We create Innovatively Unforgettable Customer Experiences. 3 Ways to improve Your Customer Retention Scorecards. Are We Storytelling compelling Customer Retention Experiences? Social Communication is not permission to Sell.

Blog 70

Blog Customer Retention B2C Workshop 70

TechSee

MAY 21, 2019

While these are exciting uses of algorithm-based technology, the goal for enterprises is to apply the lessons learned from analyzing emotions to improve their relationship with customers. Emotion analytics can be used to pick up on a customer’s tone and mood, and to classify it with the right priority to the right agent.

Innovation 137

Innovation Customer Experience Contact Center B2C 137

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. There always seems to be a new product, service, or experience within reach of a brand’s current customer.

2016 83

2016 Article Customer Service Customer Retention 83

Team Support

AUGUST 17, 2022

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B Customer Centricity B2C 98

ChurnZero

MAY 18, 2021

Be it a B2B or B2C business, assuring your customers that you are a better choice than the competition is easier said than done. It takes a better customer experience to actually persuade them in a realistic manner. Existing customer – Keep’em for life. Customer Success Around the Web.

Customer Journey Mapping 84

Customer Journey Mapping Customer Journey Loyalty Programs Reference 84

CCO Council

JUNE 24, 2014

B2C industries tend to see results more rapidly than B2B. Chief Customer Officer Customer Centricity Customer Engagement Customer Loyalty Customer Retention' It takes at least two years for the CCO''s activities to flow through the company and make a significant impact on top- and bottom-line results.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity 2003 Competitive Advantage 85

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer Success 107

Customer Success Customer Centricity Customer Satisfaction Fashion 107

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Onboarding metrics, such as average time-to-value.

Customer Success 109

Customer Success Customer Journey Mapping Net Promoter Score Customer Journey 109

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. Customer Success is about ensuring B2B customers achieve their desired outcomes from the relationship with their vendor. Defining a Successful Customer Experience Project. written by.

Customer Experience 74

Customer Experience B2C Customer Journey Mapping Metrics 74