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5 Top Customer Service Articles For the Week of November 9, 2020

ShepHyken

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. Usually, it is the opposite, we learn from B2C, but not today!

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Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. SMS remains the most ubiquitous channel, but least flexible.

B2C 101
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5 Top Customer Service Articles For the Week of September 14, 2020

ShepHyken

My Comment: We start this week’s Roundup with a reminder of the upcoming Customer Service Week, which is the first full week of October every year (October 5-9, 2020). I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Follow on Twitter: @Hyken.

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Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. SMS remains the most ubiquitous channel, but least flexible.

B2C 67
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5 Top Customer Service Articles For the Week of November 16, 2020

ShepHyken

20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. My Comment: As we head out of 2020, this author shares a list of 20 skills that people in customer-facing roles should show proficiency. This is what will help customers choose you over your competition. Follow on Twitter: @Hyken.

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5 Top Customer Service Articles For the Week of January 13, 2020

ShepHyken

4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. And, with 2020 arriving, now is a good time to find new solutions that meet the needs of your target audience. The post 5 Top Customer Service Articles For the Week of January 13, 2020 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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5 Top Customer Service Articles For the Week of May 4, 2020

ShepHyken

But while reopening is the order of the day, re-marketing will be the order of 2020 as retailers try to transcend simple survival and get back on their feet. It doesn’t matter if it’s B2B or B2C, having repeat business with customers that are also your ambassadors or evangelists is important to any all business.