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. While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.),

Government 201

Government Customer Service B2B B2C 201

ShepHyken

APRIL 22, 2024

The Amazon Effect is how the high levels of service, especially shipping (fast and “free” for Prime members), have impacted CX in all industries. It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations.

Customer Service 196

Customer Service B2B B2C Advertising 196

ShepHyken

JANUARY 2, 2024

They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Shep refers to this as “Amazonation,” which has set a high standard for companies in any industry, worldwide. Top Takeaways: Customers are smarter than ever before.

Customer Experience 212

Customer Experience B2C B2B Customer centricity 212

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? While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), A fitness expert touting a new athleisure brand?

Government 190

Government Customer Service B2B B2C 190

Aspect

SEPTEMBER 26, 2017

While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media. Let’s take a look at how chatbots have a great impact on consumers in specific industries. Healthcare.

B2C 87

B2C Chatbots Healthcare Banking 87

ShepHyken

APRIL 14, 2024

Many of the articles in these weekly roundups are tied to specific industries. There really is something here for everyone – from small to large businesses and from B2C to B2B. This one focuses on field service, but it’s still worth the four minutes it takes to read.

Customer Service 179

Customer Service B2C B2B Customer Experience 179

ShepHyken

NOVEMBER 9, 2020

Our research has shown that online companies (eCommerce) are setting a new bar for all companies in every industry, including those that have zero online or eCommerce presence. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. Usually, it is the opposite, we learn from B2C, but not today!

Journey mapping 267

Journey mapping B2C Customer Service B2B 267

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order.

Customer Experience 217

Customer Experience B2C Government B2B 217

Quality Contact Solutions

MARCH 4, 2021

By Steve Korn, Business Development Executive If you are in the commercial roofing industry, outbound telemarketing services need to be in your sales model as the industry has billions of dollars in sales up for grabs each year. Unfortunately for the commercial side, industry experts see the demand for roofing falling by.6%

Telemarketing 98

Telemarketing Sales B2C B2B 98

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. Now you know why customers don’t seek B2B or B2C businesses. Welcome to CX 102 or Advanced CX. They engage in businesses that are H2H. Human to Human.

B2C 88

B2C B2B Customer Experience Customer Service 88

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. My Comment: Let’s take a lesson from the salon industry.

B2B 156

B2B Customer Service B2C Advertising 156

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. We asked ChurnZero’s industry network of CS experts to weigh in. ” How do other industry experts see customer success goals evolving?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ShepHyken

AUGUST 1, 2022

Being the Ritz Carlton of Your Industry: How to Deliver Delight by Joseph Michelli, Ph.D. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”. Can you deliver?

Brand ambassadors 173

Brand ambassadors B2C Customer Service B2B 173

ShepHyken

JUNE 24, 2020

Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Most businesses know their numbers, but do they know the right numbers?

Customer retention 412

Customer retention B2C B2B Customer Service 412

ShepHyken

OCTOBER 21, 2020

Realize that others in your industry are probably asking themselves the same question. It doesn’t matter if you’re B2B or B2C, you become just another version of the same. It doesn’t matter if you’re B2B or B2C, you become just another version of the same. I call it that because it’s at the base. Why do business with you?

Real estate 379

Real estate B2C B2B Customer Service 379

HGS

MAY 22, 2018

3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Unlike retail and other industries, the healthcare industry presents a complex lifecycle of stakeholders with financial impacts.

Healthcare 100

Healthcare B2C Government Analytics 100

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” All businesses, not just retailers (B2C), need to step up their CX efforts. Customers are expecting a better CX than in the past.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

SEPTEMBER 10, 2023

The aviation industry has always been a front-runner but brands in other industries are also catching up. My Comment: This short article includes four common sense ideas that every business, regardless of size, industry, B2B or B2C, etc., So how can you become dedicated to customer happiness and watch your sales take off?

Customer Service 196

Customer Service B2C Customer retention B2B 196

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick.

B2B 362

B2B Journey mapping B2C Telecommunications 362

ShepHyken

JANUARY 18, 2021

(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 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

OCTOBER 25, 2021

CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. CH Consulting Group) 10 customer service quotes from industry experts and leaders to inspire your team this week. Read this article and learn more about what customers expect. billion by 2026, representing a 30.9%

Customer Service 357

Customer Service Chatbots B2C Consulting 357

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. He has over 25 years of experience in the technology industry in addition to sales and marketing management. This helps them work more efficiently to support the customer, which results in a better customer experience.

B2C 307

B2C B2B Self service Sales 307

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. That includes B2C, B2B, and G2C (Government to Citizen).

Customer Service 156

Customer Service B2C Customer retention Government 156

Totango

FEBRUARY 11, 2022

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. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

B2B 107

B2B Customer Experience B2C SaaS 107

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. Welcome to CX 101. This is not a customer service training class. Training is finite, usually one to three days.

B2C 78

B2C B2B Education Metrics 78

CCNG

OCTOBER 11, 2023

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

Quality Contact Solutions

AUGUST 26, 2021

Inbound telemarketing services support both b usiness-to-business (B2B) and business-to-consumer (B2C) needs. Outbound telemarketing services refer to a business reaching out or selling a product to another company (B2B), or individual (B2C). I encourage you to consult with an industry professional. Appointment Setting.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

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

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

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. My Comment: “Shipageddon” is back! If you are in a business that ships merchandise, then you must read this article.

Customer Service 207

Customer Service Chatbots B2C B2B 207

ShepHyken

FEBRUARY 25, 2019

My Comment: Jill Schiefelbein tells us a great story and shares three excellent customer experience lessons; the voice on the phone matters, industry jargon can create a barrier and kill an experience, and the process shouldn’t inconvenience the customer. CX is for retail brands, as in B2C. A quick read with some important reminders.

Customer Service 218

Customer Service B2B B2C Consulting 218

PeopleMetrics

DECEMBER 1, 2021

My hope is this book is the first of many that moves the pharma industry in the direction of frictionless customer experiences similar to what has transformed other industries. The result is an industry leading VoC and research solution for B2B, Pharma and other industries where small numbers of customers carry a big weight.

B2C 118

B2C Telecommunications B2B Banking 118

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. There is no B2B in CX.

B2C 59

B2C B2B Technology Customer Experience 59

Quality Contact Solutions

OCTOBER 7, 2021

If your list of former customers is too extensive for your sales team to absorb the work, consider farming it out to a third-party call center offering B2C outbound marketing as a service. Be a leader Make sure you are visible at industry events or, if you are a local business, at neighborhood events.

B2C 98

B2C B2B Engineering Call Center 98

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

ShepHyken

MAY 4, 2020

How will your industry be different? The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). How will the world change? How will you adapt to the new circumstances?

Customer Service 238

Customer Service B2C B2B Contact Center 238