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

ShepHyken

OCTOBER 25, 2021

CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Thank you CH Consulting Group!). Read this article and learn more about what customers expect.

Customer Service 380

Customer Service Chatbots B2C Consulting 380

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

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. If you work for a B2B service business that acquired a corporation as a customer, say “We are so excited to announce that we are working with XX company” on your social media. He writes about how to cultivate a customer community.

Consulting 357

Consulting Consulting Enterprise B2B 357

Beyond Philosophy

NOVEMBER 10, 2014

A B2B Telecom reduced costs by 36% and increased revenues by 7%. An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. So, there you have it. I have made my case, and I am prepared to hear the counterarguments. www.mckinsey.com. February 2006. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Have questions about a B2B or B2C VoC program?

B2C 122

B2C B2B Real estate Airlines 122

ShepHyken

SEPTEMBER 29, 2020

Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization. About: Claire Boscq-Scott is keynote speaker, consultant and trainer specializing in retail and hospitality with over three decades of mystery shopping and customer service experience.

B2C 316

B2C B2B Feedback Consulting 316

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. Relationship Building in B2B for Customer Retention. Relationship building is just as crucial in B2B as in B2C for some very good reasons.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. Customer First, Business Second. Defining Success from the Customer’s Perspective. We need to understand the full journey.

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SaaS B2B Consulting Consulting 201

ChurnZero

FEBRUARY 28, 2025

I have spent over 20 years studying and working in the trenches of the membership economy, both with B2B and B2C organizations. 1: Number of buyers The biggest difference between B2B and B2C is the number of buyers and the benefits they seek. First though, lets talk about the differences. Give it a hard look before you say no.

SaaS 52

SaaS B2B B2C Healthcare 52

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 18, 2016

Rocks explains that similar demographic biases are often associated with B2B companies that look at NPS for different countries. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It can also be caused by where you live in the world.

Consulting 281

Consulting Consulting B2B Customer Experience 281

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

ShepHyken

FEBRUARY 25, 2019

CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. by Adrian Swinscoe.

Customer Service 229

Customer Service B2B B2C Consulting 229

Beyond Philosophy

MAY 24, 2016

And, as also reported by Ambassador, word-of-mouth influence is perhaps even more impactful among b2b consumers: – 91% of b2b purchasers are influenced by word-of-mouth when making their buying decisions (USM). – Republished with permission from CustomerThink.com.

B2B 236

B2B Government B2C Consulting 236

Beyond Philosophy

MARCH 15, 2019

Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. Customers Are Irrational! What Can We Do About It? However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones.

CRM 281

CRM B2B Customer emotions Consulting 281

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. As an example, a fast food distribution client once expressed disbelief that their 99.3%

Banking 250

Banking Customer centricity Consulting Consulting 250

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

DECEMBER 31, 2021

Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies. Infographic courtesy of CleverTap. Karen Hertzberg is a writer and digital content marketer from the Seattle metro area.

Customer Service 349

Customer Service Customer retention B2C B2B 349

Beyond Philosophy

MARCH 26, 2021

In my work over the past 20 years, I have a database with millions of responses from various types of customers and across all kinds of organizations, business-to-business (B2B) and business-to-consumer, and even different countries. The post 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ appeared first on CX Consulting.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

ShepHyken

SEPTEMBER 30, 2019

My Comment: Customer engagement is important for all business, but often B2B organizations don’t take advantage of it the same way consumer brands do. This article shares a number of tips on how all business – especially B2B’s – can take advantage of this powerful marketing and CX strategy.

Customer Service 47

Customer Service Customer retention Metrics Consulting 47

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. Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy.

Customer Service 224

Customer Service B2B B2C Accountability 224

Quality Contact Solutions

DECEMBER 16, 2020

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. In B2B Telemarketing , you are typically calling someone that is not expecting your call. Instead, I have multiple questions.

Telemarketing 97

Telemarketing Scripts B2B Call Center 97

TeamSupport

SEPTEMBER 21, 2020

Ever since AI came into existence, it has been significantly impacting various sectors, including contact centers and the B2B industry. So, it’s no surprise to see that the B2B customer support industry has been among the most impacted. The main focus of B2B companies is to offer unmatched support to their customers.

B2B 98

B2B Customer Support Chatbots Consulting 98

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. Colin is an international author of six bestselling books and an engaging keynote speaker.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

TeamSupport

SEPTEMBER 23, 2020

The main focus of B2B companies is to offer unmatched support to their customers. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector. In Part 1 of this series we introduced the first two of five ways AI is impacting the B2B customer support sector. In Summary.

B2B 96

B2B Customer Support Chatbots Consulting 96

ShepHyken

NOVEMBER 1, 2019

Customer Journey Mapping can be divided into three categories: The Typical B2B Customer Journey Map: Pictorially represents touchpoints a customer engages with through the journey. The Tactical B2B Customer Journey Map: This mapping technique is used to map a specific event (pain-points) in the customer journey.

Journey mapping 222

Journey mapping Customer Experience B2B Enterprise 222

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

Interaction Metrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. Because most of you would listen on the go, you can find the audio here : Below, we break down key themes and insights shared during the B2B Roundtable. Consultants can help businesses clarify these nuances.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

B2C 207

B2C Banking B2B Customer advocacy 207

Beyond Philosophy

APRIL 28, 2022

Peter Harvey is in a Business-to-Business (B2B) organization. It might be an actual negotiation in Peter’s position since he is in the B2B space. Many B2B companies are focused on price, and some of them even hire pricing consultants to do the negotiations for them. However, not every B2B transaction is like that.

B2B 221

B2B Consulting Consulting Education 221

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. We recently had the pleasure of interviewing Anna-Maija Tanninen , founder of B2B Customer Experience Agency.

B2B 78

B2B Customer Experience Customer centricity Consulting 78

bold360 Blog

FEBRUARY 6, 2019

Today’s B2B buyers shop for business solutions just like they shop for personal products. According to Forrester, 68% of B2B buyers in 2017 preferred to research online on their own, up from 53% in 2015. [1]. So, what’s a B2B company to do? But all of that is changing…and quickly.

B2B 82

B2B Personalization B2C Chatbots 82

ShepHyken

JULY 18, 2017

There are now online review sites for virtually every industry (even B2B businesses), which although they may not be as visible as Yelp, TripAdvisor or Amazon, they are every bit as influential within that industry. People within each niche can now consult these sites before making a buying decision.

B2B 141

B2B Engineering Consulting Consulting 141

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.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

APRIL 23, 2022

This week we consult Peter about his business-to-business (B2B) customers that push back on price. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting. Of course you haven’t!

Consulting 39

Consulting Consulting B2B Metrics 39