GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Curious how we’re delivering for B2C brands? Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center Customers 156

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. How Does the B2B Customer Experience Differ from B2C? This positive reputation can attract new customers and partners.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

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. It’s totally different than B2C! B2B relationships with customers are often MORE personal than those in B2C. How do any of the CX ideas you discuss apply to us?

B2C 137

B2C B2B Customer Experience Culture 137

Heart of the Customer

OCTOBER 29, 2020

Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer.

B2C 120

B2C Loyalty Customers Customer Voice 120

GetFeedback

DECEMBER 21, 2018

30% of consumers are switch providers because they feel that there is no reward for loyalty. 30% of consumers are switch providers because they feel that there is no reward for loyalty. Customers enrolled in a loyalty program visit a company’s site 35% more frequently. CallMiner ). CallMiner ). Accenture ). CallMiner ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

OCTOBER 10, 2024

These benefits, ranked in order of agreement are: Increased brand awareness Increased traffic Lead generation Customer loyalty Revenue growth These benefits represent the importance of social media marketing and the need for dedicated social media management. Accessed 9/24/2024. 2023 Retail Trends Report. ( [link] ). Accessed 9/27/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer surveys remain fundamental for gathering direct feedback.

Customer Experience 453

Customer Experience Customer Centricity Net Promoter Score Government 453

Customer Bliss

APRIL 20, 2016

Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C. Let’s explore a little bit more.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments.

Customer Experience 488

Customer Experience Innovation Customer Centricity Culture 488

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

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 114

B2B Loyalty Net Promoter Score B2C 114

Experience Investigators by 360Connext

DECEMBER 17, 2014

It doesn’t matter how big your organization is or if it’s B2C, B2B or not-for-profit, your customers are counting on you. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Customer experience is HUGE and can be overwhelming.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Beyond Philosophy

JUNE 9, 2015

Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. Special early-bird registration offer: Free Whitepaper Download, “Loyalty Programs vs. Loyalty Behavior: Do Marketers Get What They Intend?”. The post Ryanair: Profits Do Not Equal Loyalty appeared first on.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Personalize the Experience B2B customers, like B2C consumers, expect personalized interactions. This can be more challenging in a B2B context due to the scale and complexity of relationships.

B2B 375

B2B Customer Experience Customer Centricity Omnichannel 375

Customer Bliss

AUGUST 31, 2016

Over the years, the B2B (business-to-business) industry hasn’t exactly taken to adopting the latest customer engagement technology as quickly as its B2C (business to consumer) counterparts.

Omnichannel 268

Omnichannel B2B Customer Engagement Engagement 268

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

InMoment XI

OCTOBER 10, 2022

For B2C companies, there is not a best day to send surveys : Tuesdays, Wednesdays and Fridays all lead to a relative high response rates and Thursdays and Sundays can better be avoided. Learn how to modernize your NPS program for growth and higher loyalty. Asking for Feedback via Customer Surveys Statistics. Source: CheckMarket ).

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

Experience Investigators by 360Connext

NOVEMBER 2, 2021

In business-to-consumer (B2C) organizations, customer personas are typically about the main shopper or buyer of the product. In B2C, sometimes it’s important to include where and how a customer will be experiencing specific steps along the journey in their real lives, like using a mobile app while using multiple screens.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Experience Investigators by 360Connext

APRIL 21, 2015

Some are predicting that by 2020, the B2B ecommerce market will be twice as large at the B2C market. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Whatever it is, the new marketing campaign, the new store display, the new product upgrade.

B2B 285

B2B B2C Social Media Innovation 285

Oracle

APRIL 18, 2018

At Modern Customer Experience , we held a live Twitter tweetchat to ask top customer experience (CX) influencers and thought leaders: How can companies successfully win customers and increase brand loyalty in today’s disruptive world? The post How to Win Customers and Increase Brand Loyalty appeared first on SmarterCX.

Loyalty 107

Loyalty Brands B2C B2B 107

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Optimove

JULY 26, 2021

CRM Marketing teams put a lot of effort into increasing customer loyalty across various stages of the customer’s lifetime – starting from acquisition to retention, all the way through reactivation. To get started, watch the mini-workshop or read the transcript just below it: How to increase customer loyalty. Define an objective.

Loyalty 98

Loyalty B2C Workshop Customers 98

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

Experience Investigators by 360Connext

NOVEMBER 10, 2014

Traditional mystery shopping in the business-to-consumer (B2C) model is somewhat straight-forward. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Is mystery shopping a business-to-business (B2B) organization possible? The short answer is yes.

B2B 271

B2B B2C Social Media Retail 271

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

InMoment XI

NOVEMBER 26, 2024

A customer journey map visualizes all touch points between the customer and the organization, from customer research on the product to first contact with the company to building customer loyalty. Visualizing these examples can help your team understand how to structure the journey map, integrate data, and highlight customer pain points.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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. The brand designs these interactions to improve customer satisfaction, drive sales, reduce churn or enhance brand loyalty. Learn to use past moments to create deeper customer connections.

2025 70

2025 Article Customer Service B2C 70

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. Digital is how we are doing business, both in B2C and in B2B. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. They are the visionaries.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Customer Bliss

NOVEMBER 7, 2017

There were different metrics within each different functional area that could be considered, but at the end of the day its about increasing sales, customer loyalty – things of that nature. Find a common outcome metric for everyone to look at and use to gauge success. Communicate Constantly About How to Achieve The Goal.

B2C 111

B2C Leadership Chief Customer Officer B2B 111

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. You can read more about Karen at the end of her post.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

ShepHyken

JUNE 24, 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 a percentage of existing customers that maintain loyalty to the business within that window of time. Get ready to do a little math.

Customer Retention 169

Customer Retention Measurement B2C Customer Service Training 169

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

InMoment XI

OCTOBER 9, 2024

From discounts to gift cards, these rewards not only encourage feedback but also foster customer loyalty. Sometimes, collecting feedback from clients calls for a tailored approach, especially when it comes to distinguishing between B2C and B2B interactions. Integrate feedback forms on your website. How to Collect Feedback from Clients?

Feedback 195

Feedback Social Media 2024 B2C 195

ShepHyken

OCTOBER 25, 2021

CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Next Generation Loyalty – Part One by Braden Kelley. Braden Kelley) Marketers have an overly optimistic perspective on customer loyalty and their implementations of customer loyalty programs. by Pam Hughes.

Article 152

Article 2021 Customer Service 2026 152

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Customer Bliss

NOVEMBER 7, 2017

There were different metrics within each different functional area that could be considered, but at the end of the day its about increasing sales, customer loyalty – things of that nature. Find a common outcome metric for everyone to look at and use to gauge success. Communicate Constantly About How to Achieve The Goal.

B2C 111

B2C Leadership Chief Customer Officer Customer Experience 111