InMoment XI

JANUARY 9, 2024

The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers. How Does the B2B Customer Experience Differ from B2C? B2B CX strategies are often inspired by best practices in B2C customer experience management.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. This article delves into how to define and execute a B2B CX strategy, offering practical insights on how to implement it at both local and global levels.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

NOVEMBER 26, 2024

With InMoment’s XI Platform, you can create a customer journey map that tracks the customer journey across different channels and gives you insight on how to optimize it. Step 9: Use the Customer Journey Map to Drive Action A customer journey map is only as good as the insights that come from it.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

APRIL 17, 2025

Survey incentives do encourage some people to offer feedback, which could mean more responses and diverse insights for your brand. Additionally, getting a lot of responses doesnt always translate to valuable insights for CX teams, especially when incentives are involved. For example, if youre a B2C brand, you might offer $5 in cash.

Customer Engagement 195

Customer Engagement Engagement Feedback E-support 195

eglobalis

JULY 25, 2024

A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments. Instead, they often base their insights on American thought leaders, which can diminish their credibility and the impact of their contributions.

Customer Experience 494

Customer Experience Innovation Customer Centricity Culture 494

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. By the end, you'll know how to turn raw data into actionable insight. Importantly, break down data silos.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

JULY 20, 2022

In today’s post InMoment EX and EX-CX linkage expert Michael Lowenstein is sharing his thought-leading insights on just those subjects. It is evident in both b2b and b2c products and services, everywhere around the globe. If these topics are on your company’s radar, you can get the answers you need here!

Article 370

Article Brands B2C B2B 370

InMoment XI

FEBRUARY 25, 2022

Powerful and advanced research can generate insights which enable B2B and B2C companies to identify current levels of employee commitment, and it provides actionable direction on how to help them become more contributory and active brand advocates. This is advanced EX, some might even say it is revolutionary!

B2C 397

B2C Employee Experience Culture B2B 397

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. There are several ways to obtain data and understand customers.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

Experience Investigators by 360Connext

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Don’t miss this insightful conversation packed with actionable takeaways!

2024 284

2024 Fashion B2C Hotels 284

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. Now is the time to take notes on B2C marketing tactics, as brand consumers everywhere want a more personal experience. Applying B2C Tactics to Your B2B World. And it’s wise thinking.

B2C 98

B2C B2B Brands Advertising 98

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. Of surveyed respondents, 40 out of 62 (about 65%) felt confident in this regard.

B2B 199

B2B 2019 Insights 2010 199

InMoment XI

OCTOBER 10, 2024

For example, Facebook, Instagram, and YouTube are the most popular social media platforms for B2C brands. Most used social media platforms among business-to-consumer (B2C) and business-to-business (B2B) marketers worldwide as of January 2024. ( [link]. Accessed 9/24/2024. 2023 Retail Trends Report. ( [link] ). Accessed 9/27/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 118

B2C B2B Marketing Return on Investment 118

Alida

SEPTEMBER 20, 2018

You may adapt or tweak parts of the process depending on whether the client is B2B or B2C and based on scope and objectives, but in general, the overall process translates from one industry to the next. Pull the insights and tell the story. CX can provide additional insights and learnings to aid in the improvements.

Insights 200

Insights Customer Journey Mapping Webinar Customer Journey 200

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. B2C companies will need to help new users who can’t figure out how to set up their new product or want to make an exchange. Well, not exactly.

Customer Service 259

Customer Service B2C B2B Customers 259

InMoment XI

OCTOBER 9, 2024

This practice is at the core of a successful customer-centric approach that is impactful for the following reasons: It provides insight into customer behavior and expectations. The following tried-and-test methods will help you capture actionable insights from your customers so that you can improve and evolve as a business.

Feedback 195

Feedback Social Media B2C 2024 195

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: I can’t wait to see what 2020 has in store, and I’m thrilled to continue offering insights every week.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. Let’s discuss the nuances of B2B vs. B2C marketing. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

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

GetFeedback

JULY 19, 2019

B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. The number of insights gleaned from the data. The former director of customer experience, Erin Pepper, and her team find insights in unstructured data. Some are calling CX the new marketing, others are calling it the new brand.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Lumoa

FEBRUARY 9, 2023

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 167

Definition Net Promoter Score Customer Experience B2C 167

SurveySensum

DECEMBER 30, 2024

While it shines in NPS insights, CustomerGauge falls short in a few key areas. 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

Customer Success 52

Customer Success Multi-Channel NPS B2B 52

BlueOcean

SEPTEMBER 27, 2021

This indicates how much companies are seeking unbiased insight into customer sentiment across comments, reviews, feedback, and more. The large majority of B2B companies use surveys, while B2C conducts user interviews. This report gives a deep dive into the revenue share of each segment of customer experience.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

Experience Investigators by 360Connext

MAY 20, 2015

Digital is how we are doing business, both in B2C and in B2B. We bring insights in quick and actionable ways. Everyone wins, except the status quo. Ask us about creating your customized, working evaluation tool. Digital Experience Evaluation. We don’t design. We don’t develop. We have no endgame to sell.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Lumoa

SEPTEMBER 1, 2023

Actionable Insights just got better Insights are designed to help you get to the heart of your feedback, showing you trends and data points without you having to dig them out your self. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Pretty neat!

2023 147

2023 Webinar B2C ROI 147

Optimove

OCTOBER 18, 2023

Drawing on exclusive data collaborations with industry leading B2C brands, Optimove has unearthed valuable insights over the past three years that can elevate your marketing game during this critical sales period. Black Friday, the annual shopping extravaganza, isn’t just about snagging great deals.

Insights 78

Insights Multi-Channel Omnichannel B2C 78

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Think Customers

APRIL 10, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. Step 7: Use Technology to Strengthen CX Strategy Execution Technology enhances CX by providing deeper customer insights, streamlining interactions, and enabling automation.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Customer Bliss

DECEMBER 13, 2016

If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. I’ve so often seen organizations have real, legitimate work — growth goals, customer insights, etc. They’ll deflect. So you need some alignment at the top of a company. It’s not.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Optimove

DECEMBER 21, 2023

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Consumers’ Perspective Consumers want fewer messages : 66% of consumers want fewer marketing messages, and 27% feel bombarded by them. Source: 2023 Survey of B2C Marketers). Learn more about OptiGenie.

2023 111

2023 Consumers Brands Marketing 111

CloudCherry

DECEMBER 1, 2018

The origins of CX lie in the B2C domain and are steeped in the discipline of market research. Customer experience needs to generate metrics and insight across the entire customer journey. In the subscription economy, customer success has almost become synonymous with customer experience.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

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

C3Centricity

JULY 27, 2021

Based on this experience, I wanted to share some best-in-class insights on how to make your existing customers Raving Fans. They may give insight on possible new products, services or solutions to introduce. Most of this discussion is applicable to both B2C and B2B; with the exception of the 80/20 rule which is explained later.

White Paper 127

White Paper B2C B2B Customer Satisfaction 127

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. Attendees learned how to turn customer insights into high-impact, shareable content.

Connections 52

Connections Marketing 2025 Rewards Programs 52

Daniel Group

APRIL 23, 2021

I discuss this and other insights about communication further in my recent blog, Three Powerful Tips for Effective CX Communication. This article is geared more toward B2C, but the principles apply to B2B as well. But as you’re no doubt aware—selling to a B2C customer is the polar opposite of selling to B2B and industrial customers.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

GetFeedback

NOVEMBER 18, 2019

After all, insights without action are just expensive trivia! Contextualized (it provide insights, not just data). This allows you to conduct a more robust analysis of the feedback and makes the insights far more actionable. Now it’s time to analyze the data and turn it into insights that can be used throughout the organization.

Feedback 199

Feedback Insights B2C Customer Satisfaction 199