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

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. Moreover, this idea of emotional decision-making driving your Customer Experience is not limited to B2C experiences. So, as it was a business decision, you would think we were logical about it.

B2B 332

B2B CRM B2C Education 332

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

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

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

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). The post 5 Rules for Managing Your Customer Experience in Business-to-Business appeared first on CX Consulting. They both involve buying decisions and loyalty—and emotions.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

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. CX is for retail brands, as in B2C.

Customer Service 229

Customer Service B2B B2C Consulting 229

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. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Marketing 186

Marketing Banking B2C Consulting 186

Beyond Philosophy

FEBRUARY 21, 2016

As regards both b2b and b2c customer-supplier relationships, lack of confidence and belief is driven by insecurity and egotism, and ability to be confident is based on feelings of safety and acceptance. In truth, virtually every company in every b2b and b2c industry is vulnerable to the erosion of reputation and resulting business impact.

Banking 170

Banking B2C B2B Consulting 170

Beyond Philosophy

MAY 24, 2016

Ambassador, a word-of-mouth marketing company in Detroit, has identified other key b2c consumer trust and informal communication statistics: – 68% of consumers trust online opinions from other consumers (Nielsen). – 74% of consumers identify word-of-mouth as a key influencer in their purchasing decisions.

B2B 236

B2B Government B2C Consulting 236

Beyond Philosophy

AUGUST 30, 2016

And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior. As a core performance metric, customer advocacy is very much alive and well in both B2B and B2C products and services. And, what is the most actionable way to measure it?

B2C 150

B2C B2B Customer advocacy Consulting 150

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. That’s why B2B marketers can’t afford to overlook the opportunity to learn from their B2C counterparts, who are experts at driving customer loyalty. B2B Loyalty, The B2C Way. Download the free report here.).

B2C 66

B2C B2B Customer retention Marketing 66

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

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. Is it possible to treat B2B and B2C similarly? This is How to Create Loyal Customers appeared first on CX Consulting.

Banking 195

Banking B2C B2B Construction 195

Beyond Philosophy

JULY 5, 2016

B2b and b2c consumers trust humans more than companies or institutions. Michael Lowenstein provides strategic consulting, research design and in-depth, leading-edge analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

JUNE 7, 2016

Maybe Merriam-Webster thinks that lagniappe has caught on, but customers would be hard-pressed to find it consistently in experiences they receive from most b2b and b2c organizations. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. Experience Attributes: While we still measure if sales teams are well-prepared, consultative, good listeners, knowledgeable, and proactive, AI tools now help sales teams embody these qualities more effectively.

B2B 62

B2B B2C Sales Construction 62

Bill Quiseng

DECEMBER 13, 2021

Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies. If you’re looking for more information about customer retention, the visual below debunks some customer service myths to set you on the right path for long-term growth.

Customer retention 172

Customer retention Customer Service B2C B2B 172

CX Accelerator

FEBRUARY 6, 2019

There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! We are trying to be more consultative about new software releases."this Nate Brown Love this challenge @brittanynaylor! For my team, Next Issue Avoidance is a huge focus this year.

Contact Center 206

Contact Center B2C B2B Metrics 206

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. The differences between SaaS and B2C companies. 1: Number of buyers The biggest difference between B2B and B2C is the number of buyers and the benefits they seek. Give it a hard look before you say no.

SaaS 52

SaaS B2B B2C Healthcare 52

CCNG

FEBRUARY 15, 2023

IT DOESN’T MATTER…B2C OR B2B. The constant debate about the differences in B2C or B2B are fruitless. Bob Azman is Founder and lead consultant for Innovative CX Solutions and a CCNG Academy member and regular contributor. Only then can you hope to be successful in providing segmented service based on customer value.

Personalization 150

Personalization CCNG Customer Service B2C 150

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.

Journey mapping 185

Journey mapping Customer emotions Customer effort B2C 185

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Banking 150

Banking B2C Consulting Consulting 150

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. How to enhance customer service with a consultative approach by Andrea Grodnitzky. The term “consultative selling” was the popular descriptor of that time. They consult with you to get you the best.

Customer Service 127

Customer Service Consulting Consulting B2C 127

C3Centricity

JUNE 2, 2021

Look at ERP (Enterprise Resource Planning) systems that can cost millions upfront over the first few years with consultants and implementation. I have been privy to many research and consulting proposals. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet.

B2B 133

B2B B2C Marketing Consulting 133

NobelBiz

MARCH 18, 2025

Key Takeaways Voice Still Dominates: 92% of B2C interactions still happen via phone, making call deliverability a crucial business priority. Mike Mcguire, Senior Sales Consultant at NobleBiz Fix: Space out your calls to give customerrs time to respond, and so they dont lodge complaints about your nuisance behavior in repeated call attempts.

Best practices 52

Best practices B2C Call Center Consulting 52

Quality Contact Solutions

AUGUST 26, 2021

Inbound telemarketing services support both b usiness-to-business (B2B) and business-to-consumer (B2C) needs. Outbound telemarketing services refer to a business reaching out or selling a product to another company (B2B), or individual (B2C). I encourage you to consult with an industry professional. Appointment Setting.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Peter Lavers

SEPTEMBER 6, 2018

As a business consultant and trusted adviser he has had the privilege of working with businesses around the world, engaging stakeholders to implement actionable improvements that make a difference to customer experience and value/efficiency. and is an IBM Futurist and SAS Collaborator. He doesn’t just write and blog, though!

Customer Service 100

Customer Service Automotive B2C B2B 100

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Bill Quiseng

MARCH 7, 2016

According to Twitter , 60% of leading B2C companies are responding to about 60% of Tweets directed at their service accounts. Heather has a bias toward action, and she enjoys consulting leaders, training teams and speaking to audiences on topics of importance to customers and employees alike. According to J.D.

Customer Service 115

Customer Service B2C Accountability Consulting 115

bold360 Blog

FEBRUARY 6, 2019

They can do it using same self-service tools many B2C companies use, including FAQs, product demo videos, user forums, contextual search tools and AI chatbots. This also makes sales reps even more valuable in the later stages of the buying journey – when customers are educated and are ready for a more consultative experience.

B2B 82

B2B Personalization B2C Chatbots 82

Satrix Solutions

MAY 13, 2021

B2B companies that survey their customers have a unique advantage compared to B2C companies because they can leverage a rich database of customer information and relationships, whereas B2C companies may have hundreds of thousands or millions of customers that they don’t know personally. Go beyond multiple-choice questions.

B2B 78

B2B Surveys B2C SaaS 78

CSM Magazine

JULY 28, 2016

The boundaries between digital and physical are now increasingly blurring, especially in B2C with its intense pace and volume of customer interactions that spill over multiple channels. Darya Yafimava is Customer Experience Observer at ScienceSoft , a software development and consulting company headquartered in McKinney, TX.

Customer Experience 64

Customer Experience B2C CRM Consulting 64