OctopusTech

MAY 10, 2019

As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. By using different methods and strategies, whatever customer experience or CX you gain affect your business differently. How CX act differently for B2B vs B2C?

B2C 90

B2C B2B Customer Experience Government 90

ShepHyken

FEBRUARY 22, 2019

I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. You can read more about return experiences and lessons about DoingCXRight. Think about that example for a moment. I’d love to hear your examples. They provide great CX lessons!

B2C 288

B2C B2B Customer centricity Employee engagement 288

Beyond Philosophy

JUNE 9, 2015

Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity. Cute slogans for PR and minor changes to annoying, internally focused fees do not make a great Customer Experience. Unfortunately, since the move is forced, it isn’t likely to be effective.

Airlines 344

Airlines B2C Surveys B2B 344

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. It is not Marketing “fluff” and definitely not the IT system!

Customer centricity 100

Customer centricity B2C B2B Best practices 100

ShepHyken

MARCH 31, 2024

According to the authors, “While the private sector has found that keeping customers at the center of their operations improves their overall performance, similar realization is taking root in governments.” My Comment: What is customer science? If you’re into understanding customer behavior through measurement, this article is for you.

Government 230

Government Customer Service B2B B2C 230

Peter Lavers

JULY 13, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Lack of a real customer strategy. Changes in senior sponsors.

Customer centricity 100

Customer centricity B2C B2B Marketing 100

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Examine the gap between aiming at the customer and elevating the customer. Why is it insufficient?

Customer centricity 59

Customer centricity Marketing Journey mapping B2C 59

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Also, this article isn’t just for the B2C world. The message is clear and powerful! These lessons are applicable to the B2B world, as well.

Customer Service 216

Customer Service B2B B2C Personalization 216

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Hello Customer

JUNE 21, 2021

They had to meet two requirements to generate sales: penetrate the market sufficiently. FMCG brands can't just buy their market share anymore. In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. create enough brand awareness. But the tide is turning.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

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

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. In other words, they are marketing their services to humans. This week he emphasizes B2B must think like B2C.

B2B 156

B2B B2C Customer Service Advertising 156

ShepHyken

JULY 13, 2020

10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric. My Comment: You may say you are customer-centric but are you really? Oh, let me count the ways.

Customer Service 146

Customer Service Customer centricity B2C B2B 146

C3Centricity

DECEMBER 1, 2020

Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” ” In it, I compared the positive and negative implications of technology for customers and companies alike. Smart Marketing is Responsible Marketing.

Marketing 102

Marketing Big data Customer centricity B2C 102

CX Journey

DECEMBER 18, 2014

In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” The "Customer Journey" has become a common buzzword - but it can mean a lot of different things, depending on what you ask. customer experience customer-centric culture'

Customer centricity 76

Customer centricity Customer Experience B2C Analytics 76

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

B2C 138

B2C B2B Customer centricity Big data 138

ShepHyken

OCTOBER 28, 2019

For that matter, let’s toss in marketing – because, isn’t all of this marketing? Four Brands Getting Customer Experience Right by Ryan Hollenbeck. Chief Marketer) Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never been more important.

Customer Service 136

Customer Service Customer centricity B2C B2B 136

ShepHyken

MAY 28, 2023

In a Tumultuous Market, Target Companies That Always Put the Customer First, Cramer Says by Julie Coleman (CNBC) In times of market turbulence, CNBC’s Jim Cramer advised investors on Tuesday to focus on companies that make customer service their core philosophy. Here are my top five picks from last week.

Customer Service 168

Customer Service B2C Customer centricity Government 168

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. Chip has written that “We are reaching the limits of value-added service (taking what customers expect and adding more). Be distinctive.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. link] Rick Shimko, Service & Field Service Apps Marketing Leader Rick is the Senior Product Marketing Manager for Oracle Field Service.

Automotive 41

Automotive Management Enterprise B2B 41

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

ijgolding

JULY 27, 2016

’ A very simple question – and one you would expect those responsible for the marketing function in the business to have a very good answer for. Back in 1999, the concept of the ‘customer journey’ did not really exist.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

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.

B2B 114

B2B Customer Experience B2C SaaS 114

C3Centricity

AUGUST 17, 2020

Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. Marketers are too busy building brands.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

Natalie Petouhof

JUNE 27, 2017

Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. Industry-leading B2B companies increasingly respond to intensifying global competition by putting customer-centricity and experience at the heart of the strategy.

Customer centricity 49

Customer centricity B2B B2C Self service 49

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. upselling to the most loyal customers) Process changes (e.g. So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

C3Centricity

JUNE 2, 2021

It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group. Price according to the Market Lifecycle. Pricing #B2B #B2C Click To Tweet.

B2B 133

B2B B2C Marketing Consulting 133

Customer Guru

AUGUST 8, 2018

She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer experience starts with a strong customer-centric culture, and that tone is set from the top.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

C3Centricity

JULY 27, 2021

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. Senior Management Paradigms and Expectations.

B2C 127

B2C B2B Accountability Sales 127

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Now more than ever, marketers have a variety of new and traditional options in their toolboxes.

B2B 76

B2B Marketing Customer Experience Benchmark 76

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. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 57

Marketing Customer Experience Customer centricity B2C 57

TechSee

MAY 21, 2019

That’s why emotion analytics represents a ‘secret weapon’ for any business looking to get ahead by getting inside the heads of their customers. Research indicates that over the next five years, the emotion analytics market will register a 60.8% A smile is worth a thousand words…. The devotion to emotion. Better call routing.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Natalie Petouhof

OCTOBER 7, 2015

Who should lead the entire customer experience? With the shift to digital marketing, electronic commerce, social media and mobile interactions, brings a massive transformation to how brands and organizations engage prospects and customers. Confusion abounds on who should lead (own) the customer experience.

Marketing 61

Marketing Customer Experience CRM B2C 61