Natalie Petouhof

JANUARY 5, 2016

So yes, lot’s of it and the key is how to use it to make a customer experience – whether B2C or B2B – better. And we help translate what the data scientist know so well to the business people that need to use it to make better customer experiences in marketing, sales and customer service.

Big data 40

Big data B2C B2B Technology 40

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. 32% feel this way if there are multiple customer reviews. – 72% say reading a positive customer review increases their trust in a business.

B2B 236

B2B Government B2C Consulting 236

Fonolo

SEPTEMBER 19, 2017

48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Methodology: “[we]… surveyed over 100 customer service leaders. Key findings: Delivering an effortless customer experience was the prime topic for these executives.

Call Center 89

Call Center Contact Center B2C Benchmark 89

Hodusoft

JUNE 25, 2020

Contact center software integrated with Facebook can assist businesses in preventing their customers from getting waited in long lines. How can businesses use Facebook in call center software to provide excellent customer service? In early 2016, Facebook had told that B2B and B2C brands could use their 900 million customer base.

Contact center software 52

Contact center software Contact Center call center software B2C 52

Natalie Petouhof

JANUARY 29, 2016

And note, ROI of online communities is NOT limited to customer service. The ROI comes from better communication between all levels of employees, customers, partners – pretty much any stakeholder in a company and it’s customers. And don’t forget Constellation’s SuperNova Awards for 2016 !!)

B2C 49

B2C B2B Feedback Customer Service 49

CX Journey

APRIL 7, 2016

Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. They are: Rule #1: Don’t start with customer-facing employees. Your Service College.

Airlines 56

Airlines Scripts Education B2C 56

JivoChat

MARCH 20, 2022

billion, while in 2016 it was 1.66 But, to conquer customers and sell through the internet, it is important to pay attention to the details, having an ecommerce website isn’t enough, you need to provide a satisfactory customer experience too. . B2C, B2B, SaaS (software as a service), physical products, services?

Marketing 75

Marketing Sales B2C B2B 75

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Author: Guest author: Chris Measures When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel.

Customer Service 70

Customer Service Multichannel B2C Marketing 70

Comm100

MARCH 16, 2018

We’ve written this blog post to help you make sure that you are writing the right kind of sales letter: the kind that your customers will open and act upon. How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples. Tips: In B2C sales letters, place your heading beneath the logo to help both stand out.

B2C 42

B2C Sales Scripts Personalization 42

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Author: Neil Cox Social media has fundamentally changed the relationship between customers and brands , providing consumers with a mouthpiece to share their feedback with people across the world. That means over 4.5

Multichannel 50

Multichannel Customer Service B2C CRM 50

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. At the end of the day, if the customer experience is poor, customers will abandon shopping carts and revenue will suffer.

CRM 40

CRM B2C B2B Marketing 40

C3Centricity

AUGUST 17, 2020

But only 1% of customers feel that vendors consistently meet their expectations. 89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Customers 2020 Report. Customer services are seen as complaint handlers.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. Source: CEI Survey).

Big data 59

Big data Marketing B2C CRM 59

Comm100

JUNE 1, 2022

The global live chat software market was valued at $590 million in 2016. Both B2C and B2B organizations that don’t offer live chat are missing out on significant benefits that extend beyond providing high quality customer service. Fast forward only 7 years and it is projected to reach $997 million next year. .

B2C 52

B2C Chatbots B2B Sales 52

LiveChat

JUNE 8, 2018

54% of people have stopped purchasing from companies that provided bad customer service in 2017. In 2016, it was 49%. This goes to show how important it is for you to provide good customer service. If you really want to retain your customers, gain their loyalty, and hope for repeat business, you need to step up.

B2C 66

B2C B2B Scripts Wait times 66

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Talkdesk

JUNE 1, 2016

This blog post is an Opentalk 2016 panel recap. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. Scaling customer service. JOHN : LinkedIn customer service is a massive problem in scale.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40