ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article emphasizes that customers may not be so quick to want to use an automated or digital system. What Kind of CX Do Customers Really Want?

Customer Service 357

Customer Service Chatbots B2C Consulting 357

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times. by Chip Bell.

Journey mapping 267

Journey mapping B2C Customer Service B2B 267

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Start by reading this article. This article features some compelling Harvard Business Review (HBR) information. Can you deliver?

Brand ambassadors 173

Brand ambassadors B2C Customer Service B2B 173

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he emphasizes B2B must think like B2C. Here are my top five picks from last week. It must be ongoing and continuously improving.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Service 196

Customer Service B2C Customer retention B2B 196

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Absolutely!

Customer Service 331

Customer Service Customer centricity Government Upselling 331

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox. Here are my top five picks from last week.

Customer Service 142

Customer Service B2C Feedback Marketing 142

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article has some different ideas that are worth discussing with your team. Here are my top five picks from last week.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

Help Scout

NOVEMBER 22, 2021

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Read the full article Follow these 7 tips to excel.

B2C 115

B2C Best practices Customer Service B2B 115

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week. Great question.

Customer Service 161

Customer Service Customer centricity B2C Government 161

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: With “The Great Resignation” being such a hot topic, I felt this article should be at the top of the list for our Top Five roundup this week.

Customer Service 207

Customer Service Chatbots B2C B2B 207

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start with a very short article from business guru, Seth Godin. Also, this article isn’t just for the B2C world.

Customer Service 190

Customer Service B2B B2C Personalization 190

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The author of this short article shares his take on the similarities and differences between the two. I Debate Myself by Steve Olenski.

Journey mapping 298

Journey mapping Customer Service B2C Big data 298

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website.

Customer Service 212

Customer Service B2B B2C Call Center 212

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Then read this article.

Customer Service 128

Customer Service B2C B2B SaaS 128

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This is an important article. While much of this is a reminder, step two in this process made me want to include the article.

Customer Service 238

Customer Service B2C B2B Contact Center 238

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

B2C 122

B2C B2B Real estate Airlines 122

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: While this article is focused on retail, I think it has application to every type of business. Follow on Twitter: @Hyken.

Customer Service 222

Customer Service Customer centricity B2C B2B 222

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Well, here’s a short article that shows you how to take your ideas to the people who can make the decision. Can they co-exist?

Customer Service 207

Customer Service Construction B2C B2B 207

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article sets out to right the situation by sharing five steps to help restore a customer’s faith in the support center.

Customer Service 207

Customer Service B2C Government Call Center 207

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article makes the point that trust is a defining piece of the customer experience. My Comment: Every day I read articles on AI.

Customer Service 218

Customer Service B2B B2C Consulting 218

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article caught my attention. Read the article to find out the other three. by Anthony Cusumano.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: If you want better customer service, especially for quick and simple questions or requests, then read this article.

Customer Service 180

Customer Service B2C B2B Customer retention 180

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. What I like about how this article is written is that it lists the nine ideas at the beginning of the article. by Wayne Simmons.

Customer Service 136

Customer Service Customer centricity B2C B2B 136

Tethr

MARCH 29, 2021

In the last episode , we discussed the research that went into our HBR article, 4 Behaviors that Boost Inbound Sales , and talked a little bit about that research and how it came about. In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively. .

B2C 79

B2C Sales B2B Inbound sales 79

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: I read the title of this article and was intrigued. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 174

Customer Service B2B B2C Customer Experience 174

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article presents the case that customers go through five specific stages that lead them to loyalty. Here are my top five picks from last week.

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

GetFeedback

JANUARY 6, 2020

B2B and B2C customer journey mapping differerences explained. Learn what to do to optimize the experience for your particular industry.

Journey mapping 78

Journey mapping B2C B2B 78

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Even though it appears consumer-based (B2C), there is good info for any type of business. This article brings that concept back.

Customer Service 161

Customer Service Consulting Consulting B2C 161

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: All types of businesses (B2B, B2C, large, small, etc.) can benefit from reading this article. Here are my top five picks from last week.

Customer Service 208

Customer Service B2C B2B Customer Care 208

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses.

Airlines 185

Airlines Customer Service B2B B2C 185

Tethr

MARCH 29, 2021

In the last episode , we discussed the research that went into our HBR article, 4 Behaviors that Boost Inbound Sales , and talked a little bit about that research and how it came about. In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively.

B2C 62

B2C Sales B2B Inbound sales 62

Tethr

MARCH 29, 2021

In the last episode , we discussed the research that went into our HBR article, 4 Behaviors that Boost Inbound Sales , and talked a little bit about that research and how it came about. In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively.

B2C 62

B2C Sales B2B Inbound sales 62

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This article has a number of excellent ideas to help ensure that your customer service email strategy is successful. My Comment: Here is a bonus article. (So,

Customer Service 195

Customer Service B2C Personalization Metrics 195

GetFeedback

JANUARY 6, 2020

Les cartographies des parcours client B2B et B2C ne sont pas identiques. Découvrez comment optimiser l’expérience client dans votre secteur d’activité.

B2C 60

B2C B2B 60