Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Horizon CX

JULY 1, 2013

I wonder whether this is endemic to only large bureaucratic organizations where it is often impossible to connect with a live human being to discuss customer issues in a logical common sense manner. I can’t be the only B of A customer experiencing this.

B2C 40

B2C Banking Customer advocacy Accountability 40

GetFeedback

JULY 25, 2018

That same data set reiterates the importance of personalization, too: 70% of B2C shoppers say a company’s understanding of their individual needs influences their loyalty, while that number goes up to 82% for B2B buyers. Customer advocacy is the name of the game when it comes to improved CX and reduced churn in the SaaS environment.

SaaS 60

SaaS Feedback Surveys B2C 60

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. Generating content that is initiated from what customers do and say is powerful.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

ChurnZero

FEBRUARY 1, 2019

Gregg is a battle-tested Customer Success professional with over 15 years of experience in roles at K2 Sports, Tableau, AnswerDash, and Rightside. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip. Dave Ginsburg, Chief Customer Officer, UserTesting.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Influitive

AUGUST 3, 2015

The days of social media being a B2C-only marketing tool are long gone. Here are four ways advocate marketing can generate powerful social proof to persuade more buyers to choose your brand. Increase social media buzz. In the report, 53% of respondents said social media played a role in assessing new technologies and tools.

B2B 66

B2B Marketing B2C Education 66

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

Education 59

Education Accountability Customer retention Journey mapping 59

ChurnZero

JUNE 28, 2019

A customer who lacks a product fit is less likely to be upsold or renewed. Poor Fit Customers Aren’t Advocates: As with B2C consumers, B2B buyers are more likely to share an unsatisfied experience versus a positive interaction. In today’s hyper-competitive world, customer advocacy is more essential than ever.

B2B 49

B2B B2C Entertainment Customer advocacy 49

aircall

JUNE 30, 2021

That means that companies within this space must work extra hard to provide an excellent customer experience if they want to hold on to their market share. Companies geared toward providing professional services have a much longer sales cycle than B2C companies. As a result, their customer acquisition costs are also higher. .

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it.

Management 52

Management CRM Customer retention Self service 52

SmartKarrot

OCTOBER 12, 2022

Additionally, customers who are pleased and satisfied with your offerings are a powerful force behind the expansion of your company. It may appear that this only applies to B2C companies that conduct direct sales to customers. After excellent CX comes customer advocacy. However, it also applies to B2B businesses.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Sign up for our newsletter. contact-form-7].

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

Chip Bell

MAY 7, 2019

Consequently, the formerly surprised guest is today non-plussed by the dull procedurally driven event and the hotel quest for customer advocacy is wholly lost. Now, the computer, with its programmed rule-based fairness, makes the upgrade decision. What is the solution? Bringing inventiveness and generosity back to the front line.

Airlines 80

Airlines Scripts Customer advocacy Coaching 80