ShepHyken

SEPTEMBER 29, 2020

When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization.

B2C 314

B2C B2B Feedback Consulting 314

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. So many stats are based on consumer feedback.

Customer Service 281

Customer Service B2B Customer Experience Marketing 281

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. Who are your customers? Prioritizing Action.

B2C 122

B2C B2B Real estate Airlines 122

ShepHyken

AUGUST 20, 2021

Whether they give good or bad feedback, listen to your customers and let them know you listen. Showing that you care about their feedback will be key for securing their repeat business.? . Read Shep’s latest Forbes article: The Netflix-Experience Is The New B2B Standard. Build a Referral Program.

Enterprise 420

Enterprise B2B Feedback Marketing 420

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

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 257

Customer Service B2B Journey mapping Best practices 257

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. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

MARCH 2, 2021

A strong, influential social media presence can also help B2B companies negotiate collaborations and partnerships with other B2B companies. Remember that social media provides free tools for business to advertise, engage with customers, collect feedback, and even research the competition.”.

B2B 251

B2B Advertising Marketing Feedback 251

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

ShepHyken

FEBRUARY 5, 2021

It is highly probable that negative feedback your business receives from a customer will be directed at a particular agent or employee. In these situations, it may also be helpful to gather other agents and employees to talk about how you should go about handling the negative feedback. Talk With Your Team. Send Free Gifts.

Customer Experience 263

Customer Experience B2B Accountability Feedback 263

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

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

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

SEPTEMBER 23, 2019

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The Ultimate Guide to B2B Reviews by Sarah Fraizer. These are the ways great companies are getting their customers to return again and again.

Journey mapping 261

Journey mapping Customer Service B2B Analytics 261

ShepHyken

JUNE 23, 2020

The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Above all, make sure you do something with customer feedback once you receive it.

Surveys 186

Surveys Feedback B2B Metrics 186

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. Are they providing feedback—and how much is positive versus negative? Brooke is one of the top writers on Quora in B2B and her answers get over 100K views a month and growing.

Customer Service 223

Customer Service B2B B2C Accountability 223

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The Champion Cycle: Still Spinning, But Faster Remember the Champion Cycle we uncovered in our research with 800+ B2B decision-makers? Id like to dive in deeper here given its importance to B2B sales.

B2B 62

B2B B2C Sales Construction 62

inSided

MARCH 26, 2021

More and more B2B companies are starting to realize how building communities contribute to their bottom line, reduces costs, and drives growth. But a huge part of that growth also comes from listening to the Voice of the Customer , acting on customer feedback, and building a product your customers want to use.

Feedback 98

Feedback B2B SaaS Self service 98

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

ShepHyken

OCTOBER 18, 2021

Improve Customer Experience & Your Brand With Feedback by Jason Grier. CMSWire) Feedback is everywhere these days. My Comment: Feedback is a gift. I’m a big fan of feedback, but remember that it is a history lesson. How CFOs Can Enhance a B2B Brand’s Customer Experience by Jared King.

Customer Service 225

Customer Service Airlines Feedback B2B 225

Beyond Philosophy

JUNE 9, 2015

Hiking fees and ignoring feedback are not an excellent start for this journey. Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.

Airlines 344

Airlines B2C Surveys B2B 344

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. They discuss what companies can learn from subscription models about focusing on the customer’s journey and feedback.

SaaS 198

SaaS B2B Consulting Consulting 198

ShepHyken

APRIL 7, 2017

A quick tip is to examine the negative feedback. She specializes in the B2B customer experience management and has been with iTouchVision, driving new customer initiatives to promote business activities. Do you have a standard approach to provide customer support? Plan to work on turning the complaints into positive relations.

Advertising 285

Advertising B2B Employee engagement CRM 285

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 88

B2B SaaS Education Brand ambassadors 88

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. He has built and managed numerous B2B and B2C systems on AWS and GCP.

Feedback 128

Feedback APIs Engineering Surveys 128

PeopleMetrics

JANUARY 13, 2025

Today, AI has made it possible to listen and act on feedback across every channelemails, chats, reviews, and even voice interactionsin ways that were unimaginable back then. Theyve invested heavily in AI to analyze customer feedback across multiple channels. In high-touch environments like B2B, this matters even more.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

TeamSupport

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. Agent Ratings tools invite your customers to provide immediate feedback on their level of satisfaction at the conclusion of their interaction with your support team.

B2B 98

B2B Customer Support Coaching Metrics 98

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. It’s easy to miss the new B2B buyer demands. Plan for collecting and acting on consumer feedback. . Internal organizational silos are known in B2B SaaS. For example.

SaaS 183

SaaS Customer Experience B2B Feedback 183

ShepHyken

JULY 2, 2018

BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. How to Really Hear and Use Customer Feedback by Jason McCann. My Comment: Feedback is a gift! 5 Tips for IT to Better Manage the Customer Experience by BizReport.

Customer Service 189

Customer Service B2C Feedback B2B 189

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

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). My Comment: Asking customers for feedback is a waste of time unless you do something with that feedback. Moore, Executiv e Editor at MarTechExec.

Customer Service 195

Customer Service B2C B2B Feedback 195

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. And most B2B companies have a leaky bucket – customers that are leaving them regularly without telling them why.

B2B 156

B2B B2C Customer Service Advertising 156

ShepHyken

AUGUST 30, 2021

Here are several ways to drive loyalty using data, feedback, benchmarking with others, and more. Linkedin Pulse) The evolution of B2B sales is being influenced not just by advances in sales technology and the proliferation of virtual selling, but by outside forces as well. Read the article and you can make your own decision.

Customer Service 42

Customer Service B2B Benchmark Personalization 42

Satrix Solutions

MAY 13, 2021

Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. With this in mind, we offer several complexities to consider when surveying your B2B customers. Here are 5 ways to design and tailor your survey for the B2B audience. Get specific with lingo.

B2B 78

B2B Surveys B2C SaaS 78

Interaction Metrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. B2B customers often develop new ideas for product upgrades.

B2B 62

B2B Feedback Metrics Surveys 62

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

Customer retention 156

Customer retention B2B Surveys B2C 156