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? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

ShepHyken

JUNE 12, 2017

27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1.

Customer Service 201

Customer Service Metrics B2C B2B 201

CX Global Media

FEBRUARY 6, 2019

Not efficiency metrics or channels to be managed. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. Not efficiency metrics to be managed. My reality check is to remember, those are people in queue. Please Share.

Contact Center 270

Contact Center B2C Coaching Call Center 270

ShepHyken

MARCH 23, 2021

The companies that inspire a lot of customer love have better business metrics overall. What are the similarities between B2B and B2C companies? Customer love is the feeling that you can count on a brand to give you what you need and more, along with a feeling of alignment or spiritual connection.

B2C 220

B2C B2B Metrics Technology 220

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

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Frustrated.

B2C 207

B2C Banking B2B Customer advocacy 207

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

JANUARY 20, 2020

CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. I have added my comment about each article and would like to hear what you think too.

Customer Service 244

Customer Service B2C Entertainment Customer effort 244

Beyond Philosophy

AUGUST 30, 2016

Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration.

B2C 150

B2C B2B Customer advocacy Consulting 150

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? Curious how we’re delivering for B2C brands? Modified Recruitment Strategy.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

CX Accelerator

FEBRUARY 6, 2019

There is a bit of a difference between B2B and B2C and even eCommerce on this, but we all have so much to learn from each other! I've never focused on this as a metric so I have a couple of questions - 1. How do you metric-ize this? Nate Brown Love this challenge @brittanynaylor! So far it is looking great!

Contact Center 206

Contact Center B2C B2B Metrics 206

ShepHyken

JULY 25, 2016

PieSync) Read all about why you have customer churn, why this metric is more important than customer acquisition, and what you can do to reduce it. The ideas seem slanted for B2C companies, but don’t think they wouldn’t work for any type of company. Why You Have Customer Churn and What You Can Do About It by Vanessa Rombaut.

Customer Service 195

Customer Service B2C Personalization Metrics 195

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 114

B2B SaaS B2C Upselling 114

Mindtouch

JANUARY 23, 2020

To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. Want to see what you’re saving with MindTouch?

Metrics 62

Metrics B2C B2B Self service 62

Beyond Philosophy

JULY 5, 2016

Most companies collect small and big data to do more targeted marketing selling, and use metrics like customer satisfaction, indices, NPS and/or CES to reward or punish employees. B2b and b2c consumers trust humans more than companies or institutions. Create human emotions and memories in transactions and relationships.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Toister Performance Solutions

AUGUST 8, 2017

The Center For Client Retention (TCFCR) recently shared some data about business-to-consumer (B2C) surveys that revealed an easy way to improve results. The company's client focus is primarily Fortune 500 companies in business-to-business (B2B) and B2C segments. One thing to keep in mind is that this data is for B2C surveys only.

B2C 48

B2C Surveys B2B Metrics 48

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

aircall

SEPTEMBER 11, 2017

66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 62% of B2B customers and 42% of B2C customers purchased more from a brand following a good service experience. Marketing Metrics ). These customer support statistics tell that revenue-related story. Zendesk ).

Customer Support 115

Customer Support B2C Upselling B2B 115

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. That’s easier to do in B2C. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”.

B2B 98

B2B B2C SaaS Metrics 98

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Onboarding metrics, such as average time-to-value. Adoption metrics , such as license utilization.

Best practices 109

Best practices SaaS Journey mapping B2C 109

NobelBiz

MARCH 18, 2025

Key Takeaways Voice Still Dominates: 92% of B2C interactions still happen via phone, making call deliverability a crucial business priority. Heres how to protect your phone reputation today: Monitor: Track call metrics regularlydont wait until answer rates drop to investigate.

Best practices 52

Best practices B2C Call Center Consulting 52

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

CrazyCall

JANUARY 31, 2019

Welcome to Part 4, the last, but certainly not least piece of our 4-part blog series on the key call center metrics that will help you gain powerful insights into the performance of your sales and customer calls. In contrast, metrics presented in Part 2 might help you measure your outbound efforts. Calls per Hour. #17. Talk Time. #19.

Call Center 53

Call Center Metrics Management B2C 53

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. Following a negative customer interaction, 58% of Americans would never use that company again. ( New Voice Media ). RightNow ). RightNow ). RightNow ).

Customer retention 156

Customer retention B2B Surveys B2C 156

ProProfs Blog

OCTOBER 13, 2020

As a contact center metric, it is a vital part of the customer relationship management process. And unfortunately, this metric doesn’t really capture emotional dissatisfaction even if you did resolve a problem. What does it really say about this customer service metric ? Does it sound complex to you? A study suggests that. “77%

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

JivoChat

AUGUST 24, 2021

Many people don’t understand the importance of customer service metrics. Unfortunately, while most companies obsessively track sales and marketing numbers, they completely overlook customer service metrics—and miss out on the insights they can learn about customer service, customer satisfaction, and brand loyalty. Ticket Volume.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

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. Based on all the metrics, you can build strategies that not only help you improve your products but also your interactions with the end customer. #5.

B2C 150

B2C Feedback B2B SaaS 150

bold360 Blog

MARCH 29, 2020

This process took a year to nail down, but now the cadence for these metrics is solidly in place. John Hancock has multiple audiences they survey, including B2C and B2B customers. The post CXNext Live: KPIs That Live Up to Their Name: CX Success Metrics That Work appeared first on Bold360 Blog. How often to release them.

Metrics 52

Metrics B2B B2C Surveys 52

ijgolding

NOVEMBER 13, 2018

VoC has been an invaluable tool in the B2C for many years. When compared to a B2C model, business-to-business relationships last longer and hold greater value. The key difference between a B2C and B2C VoC program is that the latter requires a complete shift in company culture. WHY VOC WORKS WELL FOR B2B.

B2B 74

B2B B2C Automotive Finance 74

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. When I joined the HelloSign team, our customers were mostly B2C and starting to emerge onto the B2B side.

B2C 0

B2C SaaS B2B Accountability 0

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. While B2B sales are commonly talked about, B2B customer service is often overlooked, even though customer service is just as essential for B2B sales as B2C (Business-to-Consumer) sales.

B2B 62

B2B B2C Customer Service Self service 62

TechSee

DECEMBER 22, 2019

Complex cases increase average handling time (AHT), a key performance metric that is deeply entrenched in the customer service field. In addition, dealing with irate customers and their complicated issues is causing sky-high rates of agent attrition – around 24% – when agents get burned out from failing to solve their customers’ problems.

Call Center 124

Call Center Personalization Contact Center Self service 124

TechSee

OCTOBER 29, 2019

In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Clear metrics and KPIs should be used to determine whether the organization is achieving defined goals and whether the strategy is meeting the needs of the customers.

Self service 95

Self service Enterprise Multichannel Customer effort 95

Talkdesk

APRIL 8, 2016

There were four insights in particular that stood out to me in the webinar: Lesson 1: Think outside of the box when it comes to call center metrics. Like many call centers, SpotHero measures and tracks common call center metrics such as service level, average wait time and average handle time.

Call Center 42

Call Center Metrics Average Handle Time Gamification 42

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Transfer rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

Quality Contact Solutions

MAY 4, 2021

Consider metrics such as average speed of answer, abandon rate, utilization, talk times, first call resolution, etc. It is also worth noting that it’s best to compare the formulas that make up each metric. Tina has over 25 years of call center experience with both inbound and outbound B2B and B2C programs.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Influitive

OCTOBER 30, 2015

Tweet this quote: “It’s not about B2B or B2C, it’s B2H–Business to Human.”. Chandar says marketers need to start organizing around metrics that matter. He says the first step is to align with sales on value metrics that both teams commonly measure: revenue, pipeline and opportunities. Download your FREE eBook now.

Marketing 79

Marketing B2B B2C Upselling 79