ShepHyken

JANUARY 16, 2017

This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. Follow on Twitter: @Hyken.

Customer Service 219

Customer Service Customer retention B2C Contact Center 219

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. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko.

Customer Service 209

Customer Service Chatbots B2C B2B 209

Fonolo

MAY 10, 2018

This San Francisco-based company innovating in the field of messaging products (highly useful tools for those in sales, marketing, and customer support) hosts an incredibly valuable and engaging blog with content related to sales, product management, and customer support, direct from the minds of innovative industry experts.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

TMP Direct

SEPTEMBER 23, 2021

Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services. Nearly 90% of companies have a CXO or equivalent executive, compared to 65% of companies with a CXO in 2017. 56% of B2C companies have a dedicated CX team, with most formed in the last one to two years.

Omni-channel support 52

Omni-channel support B2C Employee engagement Engineering 52

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. These automated bots simulate human conversation and a preferred channel of communication for customers. Today’s consumers crave a customized touch. In-app shopping.

Customer retention 52

Customer retention B2C Chatbots Self service 52

ProProfs Blog

MAY 6, 2020

The reason why customer interaction data is pivotal for companies is that they get to learn where their business needs to improve, what services need upgrading, and how they can improve existing work processes that ultimately help them to build good customer experience. But what about those who are a part of the B2B industry?

Customer Experience 99

Customer Experience B2B B2C Sales 99

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. It includes service, packaging, the actual product itself and more.”

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178