InMoment XI

OCTOBER 9, 2024

Sometimes, collecting feedback from clients calls for a tailored approach, especially when it comes to distinguishing between B2C and B2B interactions. Collection Consumer Feedback On the other hand, B2C feedback collection should prioritize simplicity and convenience while maintaining the quality of insights.

Feedback 195

Feedback Social Media B2C 2024 195

ShepHyken

JANUARY 20, 2020

Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer effort. by Martin Powton.

2020 96

2020 Article Customer Service Loyalty Programs 96

Retently

JULY 16, 2024

The Science Behind Net Promoter Score Volatility While Net Promoter Score is a metric that quantifies your customer satisfaction, there is no absolute number of clients you should interview during your customer satisfaction survey to get a statistically significant NPS.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. Visual Assistance is tailor-made for controller agents, exponentially enhancing their problem-solving abilities.

Call Center 124

Call Center Contact Center Culture Average Handle Time 124

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. A successful self-service strategy will result in improved Customer Experience Metrics such as higher satisfaction scores, improved Customer Effort Score, higher Net Promoter Score (NPS) and greater loyalty.

Net Promoter Score 95

Net Promoter Score Effort Score Contact Center Customer Journey 95

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Oracle

MAY 26, 2020

They looked at a few systems and eventually invested in Oracle B2C Service in May 2013 and later added Oracle Field Service. Now they’re resolving issues in the first call 75% of the time, which gave a 21% boost to their CES score. Lesson 3: Carefully choose, balance, and get baselines on your metrics.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

SurveySensum

SEPTEMBER 2, 2019

5 Common question types asked in a good customer satisfaction (CSAT) survey: The area of customer satisfaction is increasingly dense among established and emerging tech companies, typically with a product-line offering, such as in B2C and B2B e-commerce. Camera (rating scale)”.

Customer Satisfaction 69

Customer Satisfaction Net Promoter Score E Commerce B2C 69

ChurnZero

JANUARY 5, 2022

This can be achieved through a Net Promoter Score (NPS)® , Customer Effort Score , Customer Satisfaction (CSAT) Score , or a customer health score. Something that you probably picked up when understanding the Customer Success definition is that CS roles are more B2B, while CX roles are typically B2C.

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Second to None

FEBRUARY 15, 2019

Customer Effort Score (CES). Customer Effort Score measures the level of complexity of your service. Your CES score illustrates the accessibility and ease of your customer service program from the consumer perspective. What is it?

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

Lumoa

APRIL 24, 2018

I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit. Obtaining a score is less important though. But the same can be said for companies using the Customer Effort Score or even the old-fashioned satisfaction.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

InteractionMetrics

APRIL 17, 2025

Where It Falls Short: Less useful for B2C, limited pricing transparency and integrations. Retently Retently focuses on core CX metrics like Net Promoter Score (NPS) , Customer Satisfaction (CSAT) , and Customer Effort Score (CES). Where It Falls Short : No support for employee feedback or complex enterprise-wide programs.

E Commerce 40

E Commerce E-support Hospitality NPS 40

Wootric

OCTOBER 7, 2020

They enable organizations to collect feedback from their customers with surveys that measure net promoter scores ( NPS ), customer satisfaction ( CSAT ), and customer effort scores ( CES ).

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

ShepHyken

OCTOBER 6, 2022

Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.

Effort Score 74

Effort Score Customer Journey Mapping Touchpoint Customer Relationships 74

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

delighted

NOVEMBER 2, 2021

TIP: Remember that though B2C customers might be easy to translate into a buyer persona, your B2B clients might not be. If it helps, you can add a name, images, quotes, and more to make this “person” easier to imagine. With multiple stakeholders and more complex requirements, you may need a few personas to help you meet their needs.

Net Promoter Score 86

Net Promoter Score Customer Journey Mapping Customer Journey NPS 86

Kustomer

JANUARY 11, 2022

For example, a B2B organization will rely more on cold email campaigns than a B2C. Short for customer effort score, this will give you an indication of how easy customers find it to interact with you across the various channels you offer support on. How you approach things also depends on your business model.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

Hello Customer

APRIL 5, 2023

To measure your Customer Effort Score (CES) you ask your customers if the company made it easy for them to handle their issues. This metric quantifies the customer’s experienced effort, which is closely linked to their loyalty. Since Café Royal originated as an FMCG brand they had no separate supply chain for B2C.

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Effort Score 52

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. In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level.

Metrics 40

Metrics Feedback NPS Net Promoter Score 40

Customer Guru

MARCH 7, 2018

To add to the NPS, Piramal was also the first to introduce Customer Effort Score (CES) to measure how easy the Piramal team made it for the customer to handle an issue. Coming from the diverse experience that you have, what are the key differences in customer expectations between B2C and B2B? I think they are just the same.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. Tried and true templated customer experience surveys , such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) score, or Customer Effort Score (CES), are a good starting point.

Feedback 55

Feedback Net Promoter Score NPS 2014 55

Kayako

NOVEMBER 9, 2018

This “effort villain” is out to get your customers at every chance. We know that the more effort a customer has to exert, the more likely they are to churn. To battle this, Customer Effort Score was born. This applies to both B2B (business to business) and B2C (business to customer) organizations.

Effort Score 51

Effort Score B2C Customers Document 51

PeopleMetrics

FEBRUARY 25, 2022

For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data. A few common examples include: Net promoter score (NPS). Customer effort score (CES). CX metrics and KPIs. Customer satisfaction (CSAT).

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

SurveySparrow

MAY 22, 2021

Net Promoter Score (NPS). Customer Effort Score (CES). Lately, emojis have also been used to improve the level of interaction, especially in B2C interactions. Customer Effort Score (CES). CES reflects the effort a customer puts into interacting with your brand. Customer Satisfaction Survey (CSAT).

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score 2021 52

eglobalis

DECEMBER 17, 2024

Instead, dynamic alternatives such as Customer Effort Score (CES) , real-time sentiment analysis, and advanced AI-powered analytics offer deeper insights into customer behaviours. By leveraging AI-driven tools, businesses can analyse multi-dimensional feedback (emotional tone, intent, behavioural trends) across channels.

2025 347

2025 Net Promoter Score B2B Multi-Channel 347

SurveySparrow

JANUARY 23, 2019

A report by Forreste r says that only 32% of B2C CMOs are accountable for customer experience for their organization. Customer Effort Score (CES). CES helps you identify the kind of effort and pain that took your customer in their dealings with you. The lesser the effort, higher are the chances that they are satisfied.

Measurement 72

Measurement Customer Experience NPS Net Promoter Score 72

SurveySparrow

JANUARY 7, 2021

With Customer Effort Scores (CES), Customer Satisfaction (CSAT), Net Promoter Score (NPS), you can ask what customers feel about your products and businesses. Every B2B and B2C businesses are reimagining the safety approaches for their employees. The best part is, you will get the answers or data in real-time.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Kustomer

APRIL 28, 2022

And most organizations have something like a customer life cycle, maybe B2B customer life cycle, B2C customer life, something like that, or an ecosystem that is more frequency driven, like weekly, monthly, yearly journeys. Can it go into all these different effort scoring mechanisms? That could be something like that.

Management 81

Management Customer Journey Roadmap Customer Service 81

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Customer Effort Score (CES) gauges the ease of customer interactions, emphasizing the importance of reducing customer effort to enhance satisfaction and loyalty.

NPS 445

NPS Net Promoter Score Metrics 2025 445

SmartKarrot

MAY 6, 2022

What separates customer journey mapping between B2B and B2C companies? Several factors differentiate B2Bs from B2Cs, and the most significant among them is the customer set. While B2Cs approach their customers directly, mostly in person, B2B firms may not meet the customers in person.

Customer Journey Mapping 10

Customer Journey Mapping Customer Journey Touchpoint B2B 10

ShepHyken

JULY 24, 2023

My Comment: Is B2B customer service really that different from B2C customer service? Understanding your customer effort scores and feedback is crucial to creating an experience that’s easy and convenient. My friend and fellow CX expert, Dan Gingiss, agrees and does a great job of making his case in this article.

Article 12

Article Customer Service 2023 Retail 12