Tags: b2b*

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  1. B2C businesses have historically had to factor in customer experience, otherwise they most likely fail. In the B2B world the product has taken center stage. In today’s experience economy all businesses, B2C and B2B, must consider the entire customer journey, not just the quality of the product because B2B customers increasingly demand a great customer experience.
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  2. Does Customer Experience matter more for B2C companies (business to consumer) or B2B (business to business)? The answer is they both matter equally. The reason is because people buy from people. B2B buyers are behaving like consumers more than ever before. Though CX methodologies differ, the principles and best practices are similar and it’s important to apply them to B2B and to B2C.
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  3. When it comes to customer experience, expectations are at an all-time high. With the arrival – and subsequent success – of big players like Spotify, Uber and Airbnb, businesses around the world are racing to match the speed, dynamism and customer-centricity of these digital giants.

    However, B2B customer-experience index ratings significantly lag behind those of retail customers. And with one customer intelligence consultancy predicting that customer experience will overtake price and product as the key brand differentiator by 2020, there’s no better time to transform your B2B customer experience and start reaping the rewards.
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  4. Customer experience could be proudly named one of the buzz-words of 2018. With high certainty, it is going to stay here. Whether you’re working in business-to-consumer (B2C) or business-to-business (B2B) company, you should start paying attention to the way you create customer experience immediately, if you haven’t done so yet.

    At least 80% of B2B buyers now expect the same buying experience as B2C customers. After all, the business people you’re dealing with at work are the same who are ordering goods from Amazon in their free time. B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and... very often experience the same old "traditional" system. Instead of an online catalog, they have to download a pdf or even order a paper brochure. Instead of usual "order in three clicks", they have to call. Does it sound familiar?
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  5. In the ‘Customers 2020 Progress Report’ (Walker), it is predicted that Customer Experience (CX) will surpass price and product as the key differentiator by the year 2020. Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive.

    For a B2B company, the ability to retain clients can be the difference between success and failure. So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. Here we look at why VoC is important for B2B, and how it should be used in order to be provide value.
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  6. Marketing in the B2B world is always tough. Let's face it, the topics can be a bit dry, at least compared to the consumer segment.

    So with the year coming to a close, it's a good idea to think about new approaches. What are customers looking for? What will resonate?

    To get some answers to these questions, I reached out to various marketing experts. Here's what they had to say:
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  7. According to eMarketer’s new report, 94% of B2B executives in North America said B2B ecommerce is critical to business advantage and results. In fact, experts believe that in the next few years, B2B ecommerce sales will eclipse the B2C market. Frost & Sullivan predicts global B2B ecommerce sales will hit $6.6 trillion by 2020 — this is more than double its 2020 estimate for global B2C online sales.
    Read more at https://www.business2community.com/ecommerce/how-b2b-ecommerce-marketers-can-use-the-voice-of-the-consumer-to-boost-sales-02133114
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  8. "Growth for B2B is hard. It used to be that you could accelerate growth with huge customer acquisition. Ramping up your sales and marketing is not enough to sustain growth. Today, the best companies are growing through customer success. That’s why I interviewed Kia Puhm (@kiapuhm), CEO at K!A CX Consulting to talk about customer success."
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  9. Many B2B organisations are still struggling with the changing balance of power in an age where buyers are more vocal and have the ability to make informed purchase decisions. Customer empowerment has impacted businesses of all sizes, and brand loyalty is always in the balance.

    However, leading organisations are finding ways to turn customer empowerment into a competitive advantage. They are gathering and organising voice of customer (VoC) data from multiple sources to build a clear picture of buyer sentiment, intent and requirements. But they are not simply hoarding this data. They are actively using it to leverage insights then devise cohesive sales and marketing strategies aligned with customer needs to deliver better business performance.

    Customer expectations change rapidly, and so must the activities used to address them. It’s not easy to keep pace, but with a measured approach it can be achieved. Gathering, analysing and acting on VoC data can underpin a dynamic cycle where buyer actions are managed intelligently to drive tangible, long term business success.
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  10. In the future, competition for customers won't be won on product or price, but rather on customer experience. Technology will be a key enabler in sharpening your sword for this upcoming battle," says Jannie du Toit, CEO of Comalytics.

    In our age of constant connectivity, the buying journey is no longer linear. Instead, digitally savvy customers want to switch across channels, processes and devices. This is certainly true in the retail world, where companies with a sound omni-channel strategy dominate.
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