ShepHyken

JANUARY 5, 2025

The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. What I like about this list is the first trend, personalization. Each year, our CX research finds personalization to be a top expectation.

Customer Service 176

Customer Service Automotive B2B SaaS 176

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. You’re not just selling to a company.

Customer Service 393

Customer Service B2C B2B Customer retention 393

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. They must also find new ways to create that personalized experience. Creating that level of personalization in every instance has huge value.

B2C 322

B2C B2B Self service Sales 322

CCNG

FEBRUARY 15, 2023

That, in turn, allows you to create more effective personal relationships. IT DOESN’T MATTER…B2C OR B2B. The constant debate about the differences in B2C or B2B are fruitless. Our intent should be to create profitable, personal relationships with all of our customers. We are all customers.

Personalization 150

Personalization CCNG Customer Service B2C 150

ShepHyken

FEBRUARY 20, 2023

Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization. Because customers have different levels of willingness to share their data, there is no all-in-one solution when it comes to marketing or providing personalized service.

Personalization 166

Personalization Customer Experience B2C B2B 166

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Customer loyalty behavior is a paramount enterprise goal.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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. Another factor was consumer interest in learning about new products and services from companies they were engaged with, indicating a desire for deeper, more strategic and personalized relationships.

B2C 341

B2C B2B Wireless Customer centricity 341

ShepHyken

MAY 23, 2018

They are not able to speak to a person who can provide answers. Personally, I hate holding for a long time while the company’s recorded message states, “Your call is very important to us.”. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Customer Service 250

Customer Service B2B B2C Surveys 250

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. They also want a personalized experience. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. Most customers want to be able to talk to a human when they need to.

Journey mapping 284

Journey mapping B2C Customer Service B2B 284

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 260

Customer Service B2B Journey mapping Best practices 260

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

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

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 114

B2B SaaS B2C Upselling 114

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

JULY 9, 2021

Send a Personal Welcome. There are many ways to send a personal welcome —?for If you own or work in the marketing department for a service business, you can also send personal emails to all of the company’s new clients. This is a nice, personal touch. first-round interview questions ? first-round interview questions ?or

Consulting 357

Consulting Consulting Enterprise B2B 357

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

ShepHyken

FEBRUARY 8, 2021

In our personal lives, Valentine’s Day is our opportunity to express love and appreciation to the people you care about. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.

Customer Service 257

Customer Service B2B Chatbots Self service 257

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

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. 2: Leverage data to drive more personalized experiences.

SaaS 52

SaaS B2B B2C Healthcare 52

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

Beyond Philosophy

JUNE 21, 2015

First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to and create for Customers.

Customer Experience 400

Customer Experience B2C B2B Banking 400

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

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

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

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. That helps people think about things from a personal perspective. It makes the concept relatable.

Journey mapping 300

Journey mapping B2B Customer emotions Personalization 300

ShepHyken

FEBRUARY 5, 2021

B2B companies should reach out first before sending gifts to customers of another business. Apologize In Person. After you anticipate what your customer is looking for in terms of an apology, you should look to schedule an in-person meeting where you can explain your feelings towards the situation in person.

Customer Experience 266

Customer Experience B2B Accountability Feedback 266

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

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 359

B2C B2B Customer Service Personalization 359

ShepHyken

MARCH 27, 2023

What if AI in the CRM stack leads to dissatisfied B2B customers fleeing for better treatment? That number increases in the B2B space. Germain (ECT News Network) Artificial intelligence and ChatGPT promise to revolutionize customer service automation, but is that what customers really want?

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

AUGUST 20, 2021

There are many ways to do this — you can send them a personalized email thanking them for their business, or better yet, send a handwritten thank-you letter. Read Shep’s latest Forbes article: The Netflix-Experience Is The New B2B Standard. Who doesn’t love a warm, heartfelt surprise?

Enterprise 421

Enterprise B2B Feedback Marketing 421

ShepHyken

MARCH 2, 2021

A strong, influential social media presence can also help B2B companies negotiate collaborations and partnerships with other B2B companies. Social media is a great opportunity to engage with your customers and marketing efforts on a personal level. Current customers can be some of your best social media influencers.

B2B 254

B2B Advertising Marketing Feedback 254

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. He was referring to clients who call him for private engagements.

B2C 333

B2C Entertainment B2B Sales 333

Beyond Philosophy

JUNE 18, 2015

They become a bond in our personal relationships, a key to happiness for most people. 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.

B2C 399

B2C B2B Employee engagement Customer Experience 399

ShepHyken

NOVEMBER 1, 2021

These lessons are applicable to the B2B world, as well. Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. This is across any and every touchpoint, from online to in-person to everywhere in between. Also, this article isn’t just for the B2C world.

Customer Service 209

Customer Service B2B B2C Personalization 209

ShepHyken

APRIL 23, 2021

You don’t want complaints to sit on a public forum like social media, which is why your social media person should either have the autonomy to reply to complaints or be given a strategy for addressing complaints. . Adding the social support person’s name at the end of the Tweet made this feel response feel more personalized. .

Customer Service 336

Customer Service Advertising B2B Chatbots 336