ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. technical, account, and payment issues first, followed by more minor concerns—and assign tickets to them. Not sure where your customers go when they’re online?

Customer Service 225

Customer Service B2B B2C Accountability 225

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 Accountability 118

Amity

NOVEMBER 28, 2016

There are people who see B2B marketing as one of the most boring fields in the world of business. B2B marketing is not at all boring. You might even say that B2B marketing separates wannabe marketers from the pros who are ready to roll up their sleeves and get their hands dirty. But, you get the picture.

Accountability 110

Accountability Marketing B2B Upselling 110

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy. What type of medium is used.

B2B 122

B2B Journey mapping SaaS Upselling 122

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 114

B2B Customer Experience B2C SaaS 114

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. We have a client that is interested in creating more stickiness or more loyalty to his own B2B clients. The short answer is there isn’t.

B2C 195

B2C Banking B2B Construction 195

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. At the end of the day, you are still selling to a person. Relationship Building in B2B for Customer Retention. Ease of Contact and Responsiveness.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?

Best practices 106

Best practices B2B Journey mapping Upselling 106

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

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. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Journey mapping SaaS 118

TeamSupport

MARCH 23, 2021

According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits. Price comes later for B2B buyers.

B2B 105

B2B Customer Support Self service Big data 105

Beyond Philosophy

MAY 15, 2021

In this episode, we share the 5 rules for managing your Customer Experience in business-to-business relationships, including: B2B is complicated, so you need to simplify it. Here is a quick summary of why these are the five rules: B2B is complicated, so you need to simplify it. Recognize that customer emotions apply.

Customer Experience 259

Customer Experience Management B2B Customer emotions 259

Quality Contact Solutions

DECEMBER 16, 2020

By Nathan Teahon, Strategic Account Manager. Recently I was asked what the key was to create a robust B2B Telemarketing Script. I will share with you five of the top things to remember when working to create a successful B2B telemarketing script. Is the offer compelling to that person? Instead, I have multiple questions.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

ShepHyken

MAY 10, 2022

The fastest-growing content on TikTok right now is catered to B2B. Spark Ads performs differently than if you were to post from your brand account because everything on TikTok needs to feel human and personal. Dennis Yu shared these tips (and more) on how to use TikTok for business: Keep TikToks at 15-30 seconds long.

Advertising 251

Advertising B2B Accountability Marketing 251

OctopusTech

MAY 10, 2019

As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. How CX act differently for B2B vs B2C? In B2B may it different at some points but in the later stages, the benefits involve as same in B2C. Somewhere your business design is matter in this case.

B2C 90

B2C B2B Customer Experience Government 90

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients.

B2B 84

B2B B2C Best practices Self service 84

TeamSupport

FEBRUARY 7, 2021

It’s an essential component of the company business plan, but what is a B2B Buyer Persona, and why is it an important component of your company? What are B2B Buyer Personas? While that may sound time-consuming and potentially expensive market research, a B2B Buyer Personas are a potential customer rather than actual people.

B2B 97

B2B Advertising Marketing Sales 97

ShepHyken

JUNE 25, 2018

Personalization Matters: 12 Ways For Brands To Increase Customer Loyalty by Forbes Agency Council. Forbes) According to the Center for Retail Management at Northwestern University, up to 15% of a business’s most loyal customers account for 55% to 70% of a company’s total sales. How can you get engaged and loyal employees?

Customer Service 218

Customer Service B2B Personalization Enterprise 218

Cincom

MARCH 20, 2025

5 Key Challenges in B2B eCommerce Sales Heres what can adversely affect B2B eCommerce sales: 1- Complex Product Configurations B2B transactions involve highly configurable solutions. 3- Lengthy Quote Approval Processes The B2B buying process often involves multiple decision-makers and stringent approval workflows.

B2B 40

B2B Sales CRM Finance 40

ShepHyken

MARCH 17, 2017

At that point, the expectation remains for the response to be prompt, but also personal and genuine. Having a phone number that a customer can call to talk to a live person is one solid way to provide consumer support, although increasingly Americans prefer texting to phone calls. there are also nuanced differences between the two.

Customer Service 240

Customer Service B2B Chatbots Personalization 240

JivoChat

JANUARY 6, 2022

B2B (Business to Business) companies have different needs than the ones that are solely focused on the B2C (Business to Customers) market. When it comes to B2B ecommerce platforms, it isn’t different, it’s necessary to choose solutions that consider their specificities. All-in-one B2B ecommerce platform. BigCommerce.

B2B 75

B2B B2C Accountability Sales 75

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. How do you ensure the customer is connected to the person or team who can take action on it?

B2B 78

B2B Surveys Feedback Customer advocacy 78

Beyond Philosophy

OCTOBER 11, 2019

People always ask me whether emotions apply in business-to-business (B2B) customer experiences. Moreover, realizing the power of emotions in the B2B experience renews your commitment to improving that relationship and your Customer Experience. The other key element is that it’s human nature,” Laverty explains.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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. . B2B companies sell to other companies.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. Years ago, the term “Big Data” became popular.

Customer Service 190

Customer Service Advertising B2C Big data 190

aircall

JANUARY 4, 2021

The process for developing a B2B sales prospecting strategy is vastly different than what many long-time salespeople grew accustomed to over the span of their careers. Something that hasn’t changed is that sales prospecting is still an important and necessary part of B2B sales growth. The Importance of a B2B Sales Prospecting Strategy.

B2B 71

B2B Sales Best practices voip 71

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. What is B2B Customer Segmentation? The Top B2B Customer Segmentation Best Practices.

Best practices 71

Best practices B2B Enterprise Accountability 71

Satrix Solutions

MAY 13, 2021

Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. To put the difference in context, decision-making likely feels much more complex and collaborative at work than in your personal life. Here are 5 ways to design and tailor your survey for the B2B audience.

B2B 78

B2B Surveys B2C SaaS 78

TeamSupport

DECEMBER 6, 2019

Here are 8 B2B customer support breakthroughs to prepare for in the next decade. From automated chat technology to personalized self-service content and everything in between, we’re entering an era of customer support where “behind the scenes” efforts matter more than ever before. So what's in store for the next decade?

B2B 80

B2B Customer Support Self service Big data 80

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. The stakes are usually higher with B2B customers. These B2B customers know what they paid last year versus what they’re paying this year. Tips for Improving B2B CX 1.

B2B 67

B2B B2C Contact Center contact center associations 67

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. To achieve this, organizations must deliver support that is fast, convenient, and now more than ever – personalized.

Personalization 92

Personalization Customer Service Surveys Advertising 92

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. So for every B2B business, defining their lead generation strategy and making sure that the business has continuous flow of qualified leads should remain the top priority. So, how to tie the B2B lead generation strategies and best practices?

B2B 71

B2B Best practices CRM Sales 71

ShepHyken

MAY 27, 2016

Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Scenario 1: Mr. Henry forgot his Internet banking password and is facing issue logging in to his account. Also personalizing communications can help in reflecting a cohesive strategy and brand voice.

Customer Experience 200

Customer Experience Banking Analytics B2B 200

Call Center Weekly

SEPTEMBER 17, 2018

Is it hold times on calls, delays in email responses, set time expectations for resolution not met, not having a main or consistent point person to handle their account so they feel like a first time customer every time they contact you? Do business with your own company. Experience what your customers experience.

B2B 201

B2B Customer Experience Accountability Personalization 201

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62