Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Customer loyalty behavior is a paramount enterprise goal.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. The pandemic has brought everyone back to basics.

B2B 382

B2B Journey mapping B2C Telecommunications 382

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

B2C 122

B2C B2B Real estate Airlines 122

ShepHyken

NOVEMBER 9, 2020

They also want a personalized experience. 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.

Journey mapping 282

Journey mapping B2C Customer Service B2B 282

ProProfs Blog

DECEMBER 26, 2019

Every support team has to deal with two distinct types of customers B2B and B2C. B2b and B2c meaning are business-to-business and business-to-consumer, respectively. Hence, you should strategize your customer support in such a way to gratify customers operating in both business type b2b and b2c. Contact Points.

B2C 113

B2C B2B Customer Support Social media contact 113

CCNG

FEBRUARY 15, 2023

That, in turn, allows you to create more effective personal relationships. IT DOESN’T MATTER…B2C OR B2B. The constant debate about the differences in B2C or B2B are fruitless. Our intent should be to create profitable, personal relationships with all of our customers. We are all customers.

Personalization 150

Personalization CCNG Customer Service B2C 150

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. They must also find new ways to create that personalized experience. Creating that level of personalization in every instance has huge value. The role of the salesperson is shifting to that of an expert.

B2C 319

B2C B2B Self service Sales 319

Beyond Philosophy

FEBRUARY 16, 2015

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.

Marketing 398

Marketing Advertising B2C Customer advocacy 398

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

FEBRUARY 20, 2023

Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization. Because customers have different levels of willingness to share their data, there is no all-in-one solution when it comes to marketing or providing personalized service.

Personalization 165

Personalization Customer Experience B2C B2B 165

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. Another factor was consumer interest in learning about new products and services from companies they were engaged with, indicating a desire for deeper, more strategic and personalized relationships.

B2C 341

B2C B2B Wireless Customer centricity 341

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Consumers must take time from their personal schedules (losing work time, etc.)

B2C 104

B2C Technology B2B Chatbots 104

Beyond Philosophy

JUNE 21, 2015

First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to and create for Customers.

Customer Experience 400

Customer Experience B2C B2B Banking 400

ShepHyken

OCTOBER 27, 2020

Whether you’re B2B or B2C, it doesn’t matter. “Customer service should be your growth team. These are the people who turn your customers into superfans who then go and tell all their friends about you. Your service center is your growth team.”. Automate processes, never relationships.”.

B2C 356

B2C B2B Customer Service Personalization 356

OctopusTech

MAY 10, 2019

How CX act differently for B2B vs B2C? To learn the CX impact in these two, firstly let to know what are the marketing strategies of B2B and B2C : B2B Marketing: Business-to-Business marketing is where one company target another for its sales. B2C Marketing: In this, the businesses sell directly to the customers.

B2C 90

B2C B2B Customer Experience Government 90

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. He was referring to clients who call him for private engagements.

B2C 329

B2C Entertainment B2B Sales 329

Beyond Philosophy

JUNE 18, 2015

They become a bond in our personal relationships, a key to happiness for most people. 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.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Tethr

MARCH 22, 2021

This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations.

B2C 106

B2C Sales Inbound sales Upselling 106

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

Call Center Weekly

SEPTEMBER 11, 2018

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. There are a few things I'll never forget from our training: Greet every single person who walks in with eye contact and a smile. I've certainly had some great interactions from brands that are clearly customer obsessed.

B2B 235

B2B Customer Experience B2C Banking 235

ShepHyken

SEPTEMBER 7, 2023

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. Stakeholder collaboration This person should be adept at collaborating with other departments like sales, marketing, product, and support to ensure a seamless customer experience.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

DECEMBER 31, 2021

For loyal customers, assigning them a specific representative for all their concerns helps personalize the experience and makes them feel like they have a direct line to your business to feel heard. . Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies.

Customer Service 346

Customer Service Customer retention B2C B2B 346

ShepHyken

OCTOBER 16, 2023

Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner. Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government.

Customer Experience 236

Customer Experience B2C Government B2B 236

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. The post Successful Call Center Agents Share This Personality Type appeared first on TechSee.

Call Center 124

Call Center Personalization Contact Center Self service 124

ShepHyken

MAY 23, 2018

They are not able to speak to a person who can provide answers. Personally, I hate holding for a long time while the company’s recorded message states, “Your call is very important to us.”. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Customer Service 248

Customer Service B2B B2C Surveys 248

Beyond Philosophy

JUNE 9, 2015

But I am skeptical—not that I would know personally. 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

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

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. Why Is Identity So Important In Today’s Customer Experience?

Customer Service 231

Customer Service Customer centricity B2C B2B 231

ShepHyken

FEBRUARY 22, 2019

This personal WeWork story created a new relationship directly because of their focus on customer satisfaction. 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. They provide great CX lessons!

B2C 282

B2C B2B Customer centricity Employee engagement 282

CX Global Media

FEBRUARY 6, 2019

I’m a person. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. What we talk about a lot is you can know everything about every customer in order to drive personalized and effective communications at scale.

Contact Center 270

Contact Center B2C Coaching Call Center 270

ShepHyken

NOVEMBER 1, 2021

Also, this article isn’t just for the B2C world. Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. This is across any and every touchpoint, from online to in-person to everywhere in between. .” My Comment: Anytime I can learn a lesson from Amazon, I jump on it.

Customer Service 206

Customer Service B2B B2C Personalization 206

ShepHyken

FEBRUARY 5, 2018

Customer service has evolved over the past years; instead of just one-on-one private interaction in person or via phone call, it is now evolved around social med ia as well. The sales person than can out service their competitor wins. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX

Customer Service 38

Customer Service B2C Benchmark B2B 38

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. Genuine empathy, personalized apologies, and thoughtful responses cannot yet be effectively automated by AI.

Surveys 62

Surveys B2C Best practices Feedback 62

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. This move away from the occasional access model of PCs to the constant access of the mobile means that we view any interactions on our mobile devices as being infinitely more personal.

Customer Experience 39

Customer Experience B2C Airlines Technology 39

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. Is it possible to treat B2B and B2C similarly? When you do things the other person doesn’t like, that’s a withdrawal. .

Banking 195

Banking B2C B2B Construction 195

ShepHyken

JULY 25, 2016

An Amazing Experience: Personalize your CX Today! My Comment: One way to improve the customer experience is to personalize it. This is a heartwarming story of a personalized gift. The ideas seem slanted for B2C companies, but don’t think they wouldn’t work for any type of company. by Colin Shaw.

Customer Service 195

Customer Service B2C Personalization Metrics 195