Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. They market, and create experiences, within the branded vision. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

NOVEMBER 9, 2020

3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. CMSWIre) While B2B companies may be behind their B2C peers, many are starting to catch up by taking ideas from the B2C playbook and applying them to the B2B experience. Usually, it is the opposite, we learn from B2C, but not today!

Journey mapping 284

Journey mapping B2C Customer Service B2B 284

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Journey mapping SaaS 118

ShepHyken

OCTOBER 25, 2021

(CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 billion market of 2018. I’m a big believer that the typical loyalty program is actually a marketing program. It awards points, miles, etc.

Customer Service 380

Customer Service Chatbots B2C Consulting 380

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Marketing 186

Marketing Banking B2C Consulting 186

ShepHyken

JANUARY 18, 2021

Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. UnboundB2B) In this blog post, we bring to you industry experts who will explore the trends in B2B marketing that businesses need to adapt to succeed post-pandemic. It’s nice to see the emphasis on B2B, versus retail and other B2C industries.

Customer Service 334

Customer Service B2B Journey mapping Chatbots 334

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. About: Geoff Webb is the Vice President of Products at PROS , where he works with technology, marketing and go-to-market teams. The role of the salesperson is shifting to that of an expert.

B2C 322

B2C B2B Self service Sales 322

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. You Also Might Like… B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience?

B2C 341

B2C B2B Wireless Customer centricity 341

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. How CX act differently for B2B vs B2C? In business to customer, the marketing goals set to drive more and more customers and maximize the values of revenue.

B2C 90

B2C B2B Customer Experience Government 90

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Integrations can be a dealbreaker for some organizations.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

DECEMBER 31, 2021

Karen Hertzberg is the Senior Content Marketing Specialist at Siege Media. Email marketing is one of the most effective ways to reach out and connect with your customers. It can be tempting to overdo it with trigger campaigns and email marketing in general. Optimize Messaging . Treat Customers as Equals .

Customer Service 349

Customer Service Customer retention B2C B2B 349

Beyond Philosophy

JUNE 21, 2015

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. Reserve your spot at this informative webinar presented Thursday, June 17th, 2015.

Customer Experience 400

Customer Experience B2C B2B Banking 400

ShepHyken

JUNE 7, 2021

CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Many of the same principles in a B2C loyalty program apply to B2B. Depending on how you promote your products or services, you may have to adjust your marketing strategies. The one-on-one process can yield some important results.

Customer Service 349

Customer Service Customer centricity Government B2B 349

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? It’s understandable why TD Bank’s marketing takes this approach to value.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? It’s understandable why TD Bank’s marketing takes this approach to value.

B2C 231

B2C Banking B2B Consulting 231

ProProfs Blog

OCTOBER 30, 2021

The identification of what customers want is important and based on different factors, marketers need to divide people into market segments. That’s exactly what market segmentation is all about! With the help of certain shared factors, a wide population can be put into subgroups for targeted marketing. There’s more to it.

Marketing 142

Marketing B2B Advertising B2C 142

Call Center Weekly

SEPTEMBER 11, 2018

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. And here’s the thing – as a B2B event marketer, I still apply this advice. Kathryn Frankson is a B2B event sales and marketing professional at UBM. Thank you so much for being here and for being so patient."

B2B 235

B2B Customer Experience B2C Banking 235

Beyond Philosophy

MARCH 25, 2019

They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Moreover, this idea of emotional decision-making driving your Customer Experience is not limited to B2C experiences. So, as it was a business decision, you would think we were logical about it.

B2B 332

B2B CRM B2C Education 332

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Most likely, it’s B2C.

B2C 161

B2C Customer Service B2B Marketing 161

Beyond Philosophy

JUNE 9, 2015

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. Reserve your spot at this informative webinar presented Thursday, June 17 th , 2015. .

Airlines 344

Airlines B2C Surveys B2B 344

ShepHyken

FEBRUARY 22, 2019

Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets. Have any brands left an impression on you that keeps you talking about the experience years later, like my Stacy’s Pita Chips story?

B2C 284

B2C B2B Customer centricity Employee engagement 284

ShepHyken

AUGUST 1, 2022

They can even be someone’s first real impression, eclipsing marketing materials. Entrepreneur) In a competitive market, neglecting existing customers puts you in a position to lose them to your rivals. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Can you deliver?

Brand ambassadors 185

Brand ambassadors B2C Customer Service B2B 185

ShepHyken

FEBRUARY 10, 2020

10 Marketing Lessons from Apple [Infographic] by The Website Group. The Website Group) Read on for a list of 10 marketing techniques that Apple has used to build one of the most well-known brands in the world! My Comment: Customer experience and marketing are very much connected. They should be focusing on their clients’.

Customer Service 214

Customer Service B2B Customer retention B2C 214

ShepHyken

JANUARY 20, 2020

ThriveHive) This article will give you a run-down on the basics of customer loyalty marketing and programs, how they work, and how you can use them to retain more customers with your business. by Wise Marketer Staff. The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year.

Customer Service 241

Customer Service B2C Entertainment Customer effort 241

ShepHyken

SEPTEMBER 20, 2019

Simply put, B2B support is significantly different than B2C support. It’s also not uncommon for other departments such as Sales, Onboarding, and Marketing to have access to support software as well. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools.

B2B 283

B2B Customer Support CRM B2C 283

ShepHyken

MARCH 31, 2024

For legacy industries, influencer marketing is key to evolving the customer journey by Greg Scavuzzo (Sprout Social) Influencer marketing has the power to reroute the customer journey in some of the most traditional spaces. My Comment: Influencer Marketing is part of the customer experience. Why stagnate when you can innovate?

Government 223

Government Customer Service B2B B2C 223

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? My Comment: Influencer Marketing is part of the customer experience. My Comment: Influencer Marketing is part of the customer experience.

Government 209

Government Customer Service B2B B2C 209

Beyond Philosophy

MAY 24, 2016

For marketers, understanding why influencers do what they do is a key consideration in communication planning and stakeholder strategy. This is supported by MarketShare, whose work has shown that word-of-mouth can improve marketing effectiveness by up to 54%. In ham radio terms, they actively send and receive brand-related messages.

B2B 236

B2B Government B2C Consulting 236

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

Infinity

APRIL 27, 2022

Recently, our VP of Marketing, Hannah Delaney, spent some time talking to Press Gazette’s Marketing Maestro about how marketers can engage with customers to improve campaign performance and boost the customer experience. Secondly, I think marketers need to stop viewing social as a broadcast channel.

Marketing 96

Marketing B2C B2B SaaS 96

ShepHyken

SEPTEMBER 20, 2021

Ad Age) Here are four reasons why it’s never been more essential for marketers and advertisers to try to step into customers’ shoes and understand their wants, needs and motivations. My Comment: Most articles focused on the digital customer experience focus on the B2C world.

Customer Service 46

Customer Service B2B B2C Advertising 46

ShepHyken

MAY 4, 2020

Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. He even gives us questions that will fuel the conversation. 7 Guidelines Starting Customer Experience by Christine Crandell.

Customer Service 190

Customer Service B2C B2B Contact Center 190

ShepHyken

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. CX is for retail brands, as in B2C.

Customer Service 229

Customer Service B2B B2C Consulting 229

ShepHyken

JANUARY 16, 2017

IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. And, while the article focuses on B2C, the stages can be found in any business relationship. Here are my top five picks from last week.

Customer Service 225

Customer Service Customer retention B2C Contact Center 225

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? It’s a tight, competitive labor market out there.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

ShepHyken

NOVEMBER 11, 2019

She cites SAP Chief Marketing Officer Alicia Tillman who says, “…we live in an experience economy and what that means is business is won or lost based on the experience we deliver to our customers.”. My Comment: There are review sites for virtually any industry – B2B and B2C. Weeding Through the Customer Experience Gap by Aaron Perlut.

Customer Service 233

Customer Service Customer centricity B2C B2B 233

ShepHyken

JUNE 22, 2018

Technology is a vital part of our daily lives, but it’s notorious for its impersonality when it comes to business-to-consumer (B2C) communications. While consumers are hungry to interact with brands via their mobile devices, many B2C communication channels are losing traction and consumer trust. We open every text message.”

Customer Experience 39

Customer Experience B2C Airlines Technology 39