Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

B2C 150

B2C B2B Customer advocacy Consulting 150

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C SaaS 114

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction. Zendesk ).

Customer Support 115

Customer Support B2C Upselling B2B 115

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Here’s a list of eleven, and while many of them may seem like common sense, that doesn’t mean they are commonly practiced.

Customer Service 156

Customer Service B2C Customer retention Government 156

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Personalized Offers Lead to Loyal Customers. Shocker, right?

Customer retention 73

Customer retention B2C Entertainment Consulting 73

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Brand ambassadors Wait times 62

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. To get started, check this detailed guide to SaaS onboarding.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared.

Customer Service 134

Customer Service B2C B2B SaaS 134

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. While these are exciting uses of algorithm-based technology, the goal for enterprises is to apply the lessons learned from analyzing emotions to improve their relationship with customers.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

ShepHyken

APRIL 20, 2020

Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St. Even though it appears consumer-based (B2C), there is good info for any type of business. Washington University in St.

Customer Service 127

Customer Service Consulting Consulting B2C 127

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like?

B2C 85

B2C B2B Benchmark Best practices 85

ProProfs Blog

JANUARY 30, 2020

Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges. Customer Engagement Expectations. Mobile Customer Engagement. Impact of Customer Engagement On Sales. Personalized Customer Engagement. Impact of Customer Engagement.

B2B 204

B2B Banking Employee engagement Personalization 204

TeamSupport

AUGUST 17, 2022

Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behind. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B B2C Customer centricity 98

ProProfs Blog

OCTOBER 30, 2021

The above examples are more helpful in understanding B2C audiences. A B2C example can be a customer who has purchased a couple of cakes from your bakery store. You will target these customers differently than the ones who just landed at your store. Personality traits. Family size. Marital status. Education level.

Marketing 142

Marketing B2B Advertising B2C 142

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer centricity 107

Customer centricity B2C Upselling Enterprise 107

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. This allows you to deliver personalized success outcomes.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Customers feel like the relationship is a give and take situation – and this relationship continues even beyond the initial sale. Communities are powerful.

Sales 76

Sales B2C B2B Customer retention 76

ChurnZero

JANUARY 28, 2020

This fear cripples your personal and professional potential. Get your ‘yes’ to Customer Success! Wednesday, January 29, 2020, 2:00 – 3:00 PM EST. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company – in onboarding. Author: Emily Nesterick.

B2C 64

B2C B2B Customer retention SaaS 64

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. The stakes are usually higher with B2B customers. Dealing with providers is essentially a B2B function while dealing with members is B2C. It adds a personalized touch.

B2B 67

B2B B2C Contact Center contact center associations 67

CustomerSuccessBox

JULY 9, 2021

Suggested Reading : 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS. B2B vs. B2C Customer Journeys. A B2B company has other companies as customers,whereas B2C tends to have a larger number of customers with shorter and simpler buying processes.

SaaS 59

SaaS Journey mapping B2C B2B 59

Kayako

JULY 28, 2022

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true.

Management 98

Management Customer Service Self service B2C 98

ProProfs Blog

MAY 6, 2020

Better customer experiences can also help you improve employee satisfaction hassle-free. 80% of B2B buyers are not only looking for but expect a buying experience like that of a B2C customer. (Source: Lumoa ) Tweet this. As one of the customer experience facts, this one definitely leaves us surprised.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. Incorporate Personalization into Automated Messaging. Incorporate Personalization into Automated Messaging. Reward Customer Loyalty.

B2C 63

B2C Upselling Journey mapping B2B 63

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. To get started, check this detailed guide to SaaS onboarding.

Customer Experience 60

Customer Experience Journey mapping B2C B2B 60

ChurnZero

MARCH 31, 2023

Renewals and retention are key in trying economic times Most Customer Success professionals the Customer Success Collective spoke with for a trend round-up expect their companies to put greater emphasis on customer renewals and customer retention. It’s slightly higher in the B2C sector at 6.8%

Benchmark 98

Benchmark B2B Accountability Consulting 98

C3Centricity

AUGUST 17, 2020

RightNow Customer Experience Impact Report. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. A 10% increase in customer retention levels result in a 30% increase in the value of the company. Bain & Co.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

TeamSupport

APRIL 26, 2019

Both are an invaluable component of the customer experience. Offer personalized services. Personalization is transforming the way that customer service professionals create their strategies. As the customer experience has shifted, so have customer service best practices. Key Takeaways.

Customer Service 55

Customer Service B2B B2C Upselling 55

Nicereply

JUNE 20, 2019

Customers can easily jump ship to another brand without second-guessing if they have a poor experience with their current brand. Research has shown that a 5% rise in customer retention can boost a brand’s income by 75% and such retention is the outcome of quality customer experience. Personalization.

Marketing 77

Marketing Chatbots B2C Self service 77

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!)

Self service 67

Self service B2B SaaS Gamification 67

CSM Magazine

JUNE 16, 2023

Naturally, this works both ways, and being polite to any customer service representative is equally important, but the nature of the service is absolutely paramount. In turn, this can mean a loyal customer is kept, even when they phoned with the intention of complaining and perhaps terminating a contract or demanding a refund for a product.

Customer Service 52

Customer Service B2C Customer retention Healthcare 52

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. Therefore, according to the current paradigm, the leaner the Customer Support team operates, the better.

Customer Support 57

Customer Support B2C Customer retention Upselling 57

Anexa BPO

MAY 9, 2023

When examining the self-service model more closely, research shows that 74% of B2C customers and 67% of B2B customers fail to complete their self-service journey, and instead turn to assisted channels.

Marketing 52

Marketing Self service B2C B2B 52

Freshcaller

AUGUST 21, 2018

So, Zeithaml and Bitner went ahead and developed a customer satisfaction model that not only includes price but also personal factors. But how does one take stock of situational and personal factors? This is where building user personas come in handy, both for B2B and B2C players. User personas and situational factors.

B2C 40

B2C Customer retention B2B SaaS 40

bold360 Blog

NOVEMBER 6, 2018

What they don’t know is that only a small portion of your budget is dedicated to keeping them as a customer, so disappointment is likely coming. 1 How are you going to meet the high expectations you’ve set in the acquisition phase if your company isn’t as invested in the customer acquisition phase? But there is good news.

Upselling 209

Upselling B2C Customer retention Marketing 209

TMP Direct

SEPTEMBER 23, 2021

Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services. 56% of B2C companies have a dedicated CX team, with most formed in the last one to two years. Investing in CX not only improves customer satisfaction, it also makes customers more valuable.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

Comm100

JANUARY 21, 2020

For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like?

B2C 40

B2C B2B Benchmark Best practices 40