Beyond Philosophy

MAY 28, 2021

They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

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. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps? Source: Gartner.

Journey mapping 183

Journey mapping Customer emotions Customer effort B2C 183

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Onboarding Onboarding is familiarizing a new customer with the service.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? The devotion to emotion. Better call routing.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

Pointillist

MAY 23, 2018

Journey discovery is the best approach to reveal the numerous paths your customers actually take, as they engage with your company across channels and over time. Engage leaders throughout the organization, across silos, as key stakeholders and collaborators to identify the most important customer journey(s) to model.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

JivoChat

APRIL 28, 2021

Cons: It’s not always possible to read customer emotions. When to use this type of customer service: Both public and private organizations can benefit from live chat. And once you engage your customer , it is much easier to guide them through the sales process, which helps increase conversion rates. Email support.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59