Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Rule #1: B2B is complicated, so you need to simplify it. .

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. An alignment of both the departments is the need of the hour for B2B businesses.

B2B 394

B2B Journey mapping B2C Telecommunications 394

ShepHyken

FEBRUARY 1, 2021

A 6-Step Process to Creating a Superior Customer Experience From the Inside Out by B2B International. B2B International) Our recent research shows that the majority of B2B business leaders feel that understanding their customers is a focus area for improvement throughout 2021 and beyond.

Customer Service 377

Customer Service B2B Best practices Customer Experience 377

ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company.

Customer Service 401

Customer Service B2C B2B Customer retention 401

ShepHyken

JUNE 7, 2021

The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 361

Customer Service Customer centricity B2B Upselling 361

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. .” These are fundamental concepts for every type of business.

Customer Service 344

Customer Service B2B Journey mapping Chatbots 344

ShepHyken

SEPTEMBER 1, 2021

The reason I bring this up is that I get pushback from the B2B world. Some of my B2B clients don’t think they have to meet Amazon’s level of service. They’ve been doing it for decades. Amazon revolutionized the book industry and eventually the entire retail industry. . Some think it’s an unfair comparison.

B2B 385

B2B Healthcare Customer Experience Customer Support 385

ShepHyken

JUNE 29, 2021

In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction. Macbeth has 25+ years of experience as a marketing executive with a proven track record in increasing revenues and building brand awareness for global B2B companies. ” About: Shirley Macbeth is the Chief Marketing Officer at Forrester.

B2B 385

B2B Consulting Consulting Marketing 385

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. There is no B2B in CX.

B2C 60

B2C B2B Technology Customer Experience 60

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

ShepHyken

DECEMBER 28, 2020

20 important statistics about the B2B customer experience by Mark Bowen. Intelligent CIO) Customer service has always been important for B2B sellers, but the demands of B2B buyers have shifted in line with what they have come to expect from their experience as consumers. It is refreshing to get the B2B perspective.

Customer Service 292

Customer Service B2B Customer Experience Marketing 292

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 119

B2B Journey mapping SaaS Upselling 119

ShepHyken

FEBRUARY 16, 2020

While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. I’m sure the Instagram strategy won’t appeal to most B2B’s, but there’s still plenty of good ideas to consider. Top 5 B2B Customer Experience (CX) Best Practices for 2020! by Lipi Khandelwal.

Customer Service 268

Customer Service B2B Journey mapping Best practices 268

ShepHyken

NOVEMBER 9, 2020

I’ll also suggest you consider some of these, regardless of the type of business you are in; online, brick-and-mortar, B2B, etc. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan.

Journey mapping 291

Journey mapping B2C Customer Service B2B 291

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 111

B2B SaaS B2C Upselling 111

Callminer

MARCH 30, 2022

Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.

Sales 182

Sales B2B 182

Beyond Philosophy

MARCH 25, 2019

They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. In B2B, we think we make logical (rational) decisions. I spent most of my life working in the B2B arena. It’s an interesting phrase because that’s a B2B purchase. When will it arrive?

B2B 332

B2B CRM B2C Education 332

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. In B2B buying, the stakes are incredibly high. When a consumer knows they can rely on a sales rep or vendor for the fastest, most accurate information, it can drive customer loyalty.

B2C 332

B2C B2B Self service Sales 332

ShepHyken

JUNE 24, 2020

Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Most businesses know their numbers, but do they know the right numbers? We find out how they liked our experience.

Customer retention 426

Customer retention B2C B2B Customer Service 426

ShepHyken

MAY 23, 2018

While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch. The numbers are different in the B2B world, as the customer may have fewer options.

Customer Service 257

Customer Service B2B B2C Surveys 257

ShepHyken

FEBRUARY 8, 2021

10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker. CustomerThink) Before you accept a claim about B2B customer experience maturity, check the employment history of the speaker, the source’s vested interest, and these facts.

Customer Service 264

Customer Service B2B Chatbots Self service 264

ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says. Here are my top five picks from last week.

Customer Service 212

Customer Service B2B Chatbots Education 212

AnomalySquared

AUGUST 4, 2023

In today's competitive business landscape, B2B companies are constantly seeking new ways to enhance their sales strategies and drive revenue growth. One effective approach that has gained significant traction in recent years is B2B Sales Outsourcing and call center lead qualification.

B2B 93

B2B outsourcing Sales Call Center 93

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. You Also Might Like… B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience?

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

FEBRUARY 16, 2015

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.

Marketing 398

Marketing Advertising B2C Customer advocacy 398

ShepHyken

OCTOBER 27, 2020

Whether you’re B2B or B2C, it doesn’t matter. Have a process for working surprise and delight into every single customer journey.”. Customer service should be your growth team. These are the people who turn your customers into superfans who then go and tell all their friends about you. Your service center is your growth team.”.

B2C 370

B2C B2B Customer Service Personalization 370

CSM Magazine

SEPTEMBER 19, 2023

AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

B2B 100

B2B Marketing Chatbots Sales 100

ShepHyken

FEBRUARY 12, 2020

This is a powerful B2B strategy, but it works with something as simple as buying shoes. An interaction is a relationship that is ongoing. Customers love to feel like they’re part of something. The way to make that happen is to think of them not as a customer, but as a partner. The salesperson doesn’t sell a shoe.

B2B 385

B2B Sales Management Customer Service 385

ShepHyken

DECEMBER 29, 2021

In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . What message do these examples send to their customers? I’m not suggesting you put all of your customers on the honor system when it comes time to be paid.

B2B 374

B2B Sales Customer Service Customer Experience 374

ShepHyken

MARCH 2, 2021

A strong, influential social media presence can also help B2B companies negotiate collaborations and partnerships with other B2B companies. Influencer marketing enhances customer experience through people, visuals and content that are relatable, unlike traditional ads made in a studio.

B2B 266

B2B Advertising Marketing Feedback 266