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

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

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The sales process itself is a critical touchpoint that sets expectations, builds trust, and determines whether a prospect will ultimately become a customeror walk away.

B2B 62

B2B B2C Construction Sales 62

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. The Case for Strengthening Sales Governance.

B2C 150

B2C B2B Customer advocacy Consulting 150

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

Influitive

APRIL 22, 2015

For years, B2B marketers have largely viewed B2C loyalty tactics as irrelevant in their space. Plus, customer retention has long been seen as the responsibility of those in sales, service, and support. The Forrester report stresses that B2B marketers are under as much pressure as their B2C peers to become customer-obsessed.

B2C 66

B2C B2B Customer retention Marketing 66

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

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

Kayako

JANUARY 26, 2017

Do you have a plan for after-sales service? In many companies after sales and onboarding are set, users fall to customer support. The answer is harnessing the power of your customer community for after-sales service. How can you benefit from an after-sales service community? Jumpstart your after-sales service community.

Sales 56

Sales B2C B2B Marketing 56

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

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. My Comment: Many years ago I researched the idea of how customer service and sales belong together. They consult with you to get you the best.

Customer Service 127

Customer Service Consulting Consulting B2C 127

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). Sales representatives have busy schedules and need to focus on what matters, closing.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

C3Centricity

JUNE 2, 2021

#Pricing #Marketing #Brand #BrandBuilding #Sales Click To Tweet. 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.

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. Lost Revenue : Unanswered calls results in lost sales, missed appointments, and valuable customers slipping through the cracks. What if you treated calls like invitations to a meeting?

Best practices 52

Best practices B2C Call Center Consulting 52

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

CrazyCall

JANUARY 21, 2019

The world of sales has been changing over the past few decades. With the growth of new software and technology, new types of sales processes have come into play. One of those “new” forms is inside sales, which, according to accounts such as this one by Salesloft , is growing 15 times faster than outside sales.

Telemarketing 87

Telemarketing Sales Scripts Gamification 87

JustCall

FEBRUARY 11, 2022

Bagging a sales job is like closing a sales deal. Good news is you can master both getting a sales jobs and making sales pitches. So, if you’re eyeing a new sales role, you’ve come to the right place. In this guide, you’ll learn everything about how to land a high-value sales job.

Sales 52

Sales B2C B2B call center software 52

Comm100

MARCH 14, 2018

There are many different types of sales letters and emails. Whether you’re writing business-to-business (B2B) or business-to-consumer (B2C), here’s what to consider when preparing your own sales letter or email. This blog post is the first part of a 3-part series: 5 Things to Consider Before Drafting Sales Letters and Emails.

Sales 56

Sales B2C B2B Scripts 56

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

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. They increasingly prefer to do their own research instead of leaning on sales reps they know are inherently biased. But all of that is changing…and quickly. But all of that is changing…and quickly.

B2B 82

B2B Personalization B2C Chatbots 82

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below. Celebrate small successes and share stories.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

ChurnZero

MARCH 31, 2023

In other words, the growth a company generates from loyal customers will vastly outweigh the value of the initial sale. Customer Success keeps sales team promises Sales and Customer Success teams both interact with customers at “different stages of their journey,” according to HubSpot. and slightly lower in B2B at 4.9%.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Quality Contact Solutions

AUGUST 9, 2022

If you want to work with a telemarketing partner that is STIR/SHAKEN-compliant and has experience managing hundreds of B2B and B2C customer contact campaigns, reach out to us at 866-963-2889 or by completing the contact form below. Contact Us. Megan Hottman ? is the Copywriter & Editor for Quality Contact Solutions.

Call Center 98

Call Center Telemarketing B2C B2B 98

Lumoa

MAY 5, 2022

It can open up new opportunities, additional sales and long-term customer relationships. Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. This means breaking the barriers around IT, CRM, digital marketing, branding, sales, customer service, and e-commerce.

Customer Experience 103

Customer Experience Consulting Consulting B2C 103

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

ClearAction

MAY 28, 2015

Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters. When a service rep or sales person tells a customer that a survey answer other than “highly satisfied” could ruin their bonus or performance assessment , yes, a survey is a waste of time and money for customers and the company.

Customer Experience 110

Customer Experience Journey mapping B2C Surveys 110

Joe Rawlinson

MAY 17, 2017

So what else features in live chat software to make it a great solution for websites and increasing your sales? Promotions , proactive invitations and live chat work well both in B2C and B2B ecommerce environments, as they can be tailored to your organisation’s products. Proactive Invitations. Lead Generation. About the Author.

Banking 79

Banking B2C B2B Surveys 79

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. Let’s dive a little deeper into the specifics of each type.

Best practices 98

Best practices Call Center Gamification Contact center software 98

ProProfs Blog

DECEMBER 23, 2020

Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better. Enables your sales and support teams to improve their strategies for engagement and overall customer satisfaction. Well, market research firms such as Claritas use these to divide customers into different segments.

Marketing 131

Marketing Accountability Feedback Customer Support 131

Fonolo

NOVEMBER 1, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users. Director of Emerging Technologies. Roland Selmer.

Customer Service 69

Customer Service B2C Finance Engineering 69

Quality Contact Solutions

DECEMBER 31, 1969

Did you know that inbound call centers (and sellers that employ them) that do any type of sale are now required to register in Indiana as a telemarketer? Did you know that telemarketing companies conducting B2B and B2C outbound telemarketing sales calls (and sellers that employ them) must register?

Telemarketing 58

Telemarketing B2C Automotive B2B 58

TeamSupport

JUNE 22, 2020

In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. How well do you really know your customers? A B2B (business-to-business) environment is the other way around. Make each interaction relevant and real.

B2B 64

B2B B2C Upselling Consulting 64

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

Consulting 126

Consulting Consulting Metrics Feedback 126

CX Journey

DECEMBER 18, 2014

Regardless of the type of business - B2B, B2C, or any other combination of letters - it is people who decide whether they had a good experience as your customers or if they should try someone else. Customer Centricity is about knowing who your best customers are – beyond demographics and persona definitions.

Customer centricity 76

Customer centricity Customer Experience B2C Analytics 76

Upstream Works

SEPTEMBER 15, 2021

According to IMD , popular retailers saw an increase of up to 195% in digital sales after adopting omnichannel capabilities. The term “omnichannel” has been with us for several years, but the concept remains poorly understood, creating a holdback for adoption. The move to omnichannel can be transformative.

Contact Center 78

Contact Center contact center solutions B2C Customer centricity 78

Answer Dash

OCTOBER 15, 2018

Many of the new software applications on the market focus on this most critical precursor to sales. Sometimes content needs only to inform and educate; at other points in the sales funnel, content can shed light on specific product benefits and attributes. Little’s e-business consulting group. Prior to Scient he ran Arthur D.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Lumoa

MARCH 12, 2023

Another customer reaches out to your sales team to get a demo. You can tailor your interactions with them—across support, sales, and marketing—based on customer behaviors and preferences. Increased sales and revenue. Better targeting and customer engagement results in more sales. Price: Consultation needed.

Customer Experience 78

Customer Experience Journey mapping Analytics Consulting 78