Beyond Philosophy

JUNE 9, 2015

Hiking fees and ignoring feedback are not an excellent start for this journey. Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs.

Airlines 344

Airlines B2C Surveys B2B 344

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . 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? B2C companies sell to consumers. B2B companies sell to other companies.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ShepHyken

JUNE 7, 2021

Many of the same principles in a B2C loyalty program apply to B2B. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. My Comment: A loyalty program for B2B? Absolutely! Loyalty programs are not just for consumers. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison.

Customer Service 346

Customer Service Customer centricity Government B2B 346

PeopleMetrics

MARCH 18, 2025

Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation. Customer reviews still rely heavily on real human interactions and genuine feedback from real experiences.

Surveys 62

Surveys B2C Best practices Feedback 62

ShepHyken

JULY 2, 2018

BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. How to Really Hear and Use Customer Feedback by Jason McCann. My Comment: Feedback is a gift! 5 Tips for IT to Better Manage the Customer Experience by BizReport.

Customer Service 189

Customer Service B2C Feedback B2B 189

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). My Comment: Asking customers for feedback is a waste of time unless you do something with that feedback. Moore, Executiv e Editor at MarTechExec.

Customer Service 195

Customer Service B2C B2B Feedback 195

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. He has built and managed numerous B2B and B2C systems on AWS and GCP.

Feedback 128

Feedback APIs Engineering Surveys 128

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. For B2B companies and high-end B2C offerings, ignoring the prospect experience is still a critical mistake. When it comes to customer experience, most businesses focus on what happens after someone becomes a customer.

B2B 62

B2B B2C Sales Construction 62

ShepHyken

OCTOBER 4, 2022

Quotes: “The company, like a team, has two additional sources of feedback. The employees who give positive or negative feedback will help the team grow. Then, fans or customers will give feedback through comments, surveys, and brand loyalty.” ” “It’s not B2B or B2C. It’s human to human.

Brand ambassadors 165

Brand ambassadors B2C Coaching B2B 165

ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. Are they providing feedback—and how much is positive versus negative? Not sure where your customers go when they’re online? Then try asking them, through a survey.

Customer Service 223

Customer Service B2B B2C Accountability 223

Totango

FEBRUARY 11, 2022

Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts.

B2B 114

B2B Customer Experience B2C SaaS 114

Nicereply

JUNE 26, 2019

Despite dedicating considerable parts of their budget on systems that collect feedback, companies may find it complicated to put their findings into action. In this article, we’ve compiled a list of ways you can close the customer feedback loop. What are the benefits of a closed customer feedback loop? Be thankful.

Feedback 92

Feedback B2C Advertising Customer centricity 92

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. Measure and get feedback on the different points of the interaction throughout the customer’s journey. Use the data and feedback to improve the experience.

B2C 156

B2C B2B Feedback Customer Experience 156

Genroe

MARCH 19, 2023

Examining customer churn prediction: what it is, why it's important and how to go about it for both B2B and B2C companies The post Customer Churn Prediction For B2B and B2C Industries appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2C 52

B2C B2B Feedback Marketing 52

Lumoa

SEPTEMBER 1, 2023

Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Check it out below! Pretty neat!

B2C 147

B2C Feedback Accountability Marketing 147

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. This week he emphasizes B2B must think like B2C. Here are my top five picks from last week.

B2B 156

B2B B2C Customer Service Advertising 156

Concentrix

JANUARY 13, 2022

B2B companies are expected to deliver exceptional customer experience just like their B2C counterparts. The post 5 Fresh Practices For B2B Feedback Programs appeared first on Concentrix. Here are 5 fresh practices to help you reimagine your B2B VOC program.

B2B 62

B2B Feedback B2C Customer Experience 62

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. All businesses, not just retailers (B2C), need to step up their CX efforts.

Customer Service 153

Customer Service B2C Feedback Marketing 153

ShepHyken

JUNE 26, 2023

There is something here for every type of business, large and small, B2C and B2B. Imagine a meeting with various customers sharing their feedback at a level that is far beyond a traditional focus group. My Comment: Do you have a CAB (Customer Advisory Board)? If not, this is something to give serious consideration to doing.

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

GetFeedback

DECEMBER 21, 2018

42% of B2C customers purchased more after a good customer service encounter. 52% of B2C customers stopped buying after a bad customer service experience. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it. New Voice Media ). RightNow ).

Customer retention 156

Customer retention B2B Surveys B2C 156

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 79

Feedback Surveys Construction B2C 79

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods.

Customer Service 206

Customer Service B2C B2B SaaS 206

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK! So let’s start!

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

CCNG

OCTOBER 11, 2023

There's little worse than asking people for their feedback and then doing nothing about it. Michelle brings her extensive background in B2B/B2C/D2C organizations, including ownership of customer experience, client success and contact center operations to the benefit of fellow CCNG members and industry colleagues.

CCNG 195

CCNG Customer Experience B2C Finance 195

PeopleMetrics

DECEMBER 1, 2021

Their secret sauce is creating high-value customer panels, ga thering regular feedback and applying proprietary qualitative and quantitative analytical techniques to distill what is most important. Identifying these customers, enabling continuous feedback loops and improving their experiences is work every company should prioritize.

B2C 118

B2C Telecommunications B2B Banking 118

customer sure

JUNE 19, 2022

when they give you feedback. But many businesses are concerned about how to do this, worried that they will get lots of feedback from customers and struggle to respond. Understandably there are worries about resourcing or having to create a new team or little cottage industry to deal with responding to feedback.

Feedback 62

Feedback B2C Morale Customer centricity 62

ShepHyken

AUGUST 21, 2023

My Comment: I’ve been preaching for years that B2B needs to create its version of a customer experience in line with B2C brands and organizations. Reviews enable customers to shape perceptions, provide constructive feedback and influence others for better or worse. It’s about building trust and turning customers into lifelong fans.

Customer Service 31

Customer Service B2B B2C Construction 31

customer sure

JANUARY 19, 2022

The feedback programme is discussed, weighed up, and surveys are produced and tested. Then after careful planning, customers are contacted and asked to provide their thoughts and feedback. And many of your customers will willingly provide this feedback. There are certainly a few variables to consider and think through.

Feedback 62

Feedback B2C B2B Surveys 62

ProProfs Blog

JUNE 3, 2019

No matter whether you’re B2B or B2C, there is one important insight that every customer-facing specialist should know: customers don’t buy products, they buy experiences. Collect Feedback. Related Read: The Importance of Collecting Customer Feedback. #9. Embrace Customer Journey. Get Feature Request.

B2C 150

B2C Feedback B2B SaaS 150

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B vs. B2C Customer Service. B2B customer service generally parallels the type of support delivered by businesses to consumers, known as B2C customer service. Create a Process to Obtain Quality Customer Feedback.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

Callminer

FEBRUARY 27, 2019

This is because customers perceive this type of interaction as more personal.” — Ruchika Sharma, 12 Voice of the Customer Methodologies to Generate a Goldmine of Customer Feedback , Hubspot; Twitter: @HubSpot. Analyze your customer feedback data and scrutinize it. “A Aim to be anticipatory. demographics) and implicit (i.e.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

GetFeedback

DECEMBER 4, 2018

For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. B2C companies will need to help new users who can’t figure out how to set up their new product or want to make an exchange. Well, not exactly.

Customer Service 103

Customer Service B2C B2B Self service 103

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. One in four B2B firms integrates customer feedback sources; 29% more are just starting this. Boeing: Customer Survey Actions & Feedback to Customers/.

Customer Experience 97

Customer Experience B2B Management B2C 97

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. B2B companies, needing to catch up with B2C, have started offering similar experiences, but in a slightly different way.

Sales 99

Sales Technology B2C Customer Experience 99