Up Your Service

NOVEMBER 28, 2019

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.

Best practices 90

Best practices Customer Experience B2C B2B 90

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) Let us help you. What’s more?

Self service 67

Self service B2B SaaS Gamification 67

TeamSupport

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. This blog series will give you a good starting point to understand the basic differences between the two as it relates to B2B customer support. It’s also not as dynamic when customers scale.

B2B 64

B2B Customer Support SaaS Accountability 64

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Use technology to connect directly with your customers and listen to their needs.

Marketing 79

Marketing B2B B2C Upselling 79

ProProfs Blog

DECEMBER 27, 2020

Understand that not all your buyers journey end up converting into customers. It’s wrong to assume that every prospective buyer is going to convert into a customer immediately. While some customers purchase instantly, a majority of them take their own sweet time during their own customer purchase journey.

Journey mapping 148

Journey mapping Education B2B Sales 148

Satrix Solutions

SEPTEMBER 8, 2020

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty. Marketing the Customer Experience.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

B2B 111

B2B Marketing Best practices Feedback 111

PeopleMetrics

MAY 7, 2015

Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact? Trust in the Customer Experience. Employees must trust that their peers can deliver for customers. Will someone be there to catch them when they come back down to earth?

Customer Experience 94

Customer Experience B2B Sales Telecommunications 94

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. This is particularly an issue in B2C companies, as it comes out 3rd amongst B2B respondents.

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Upselling B2B SaaS 75

REVE Chat Blog

MARCH 4, 2020

B2B lead generation strategies hold paramount importance for the success of every business. So for every B2B business, defining their lead generation strategy and making sure that the business has continuous flow of qualified leads should remain the top priority. So, how to tie the B2B lead generation strategies and best practices?

B2B 71

B2B Best practices CRM Sales 71

Nicereply

NOVEMBER 21, 2023

Strong NPS is the backbone of a thriving customer experience. Net Promoter Score is a measure of how positively your customers rate you and your products. Measuring your NPS is important because it enables you to identify areas for improvement and allows you to track customer sentiment over time.

Surveys 59

Surveys B2B Feedback Education 59

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. CMSWire) The better the experience, the more likely that person will return and give the brand their business. On the flip side, sometimes it only takes one bad experience to undo years of goodwill. It’s a simple idea.

Real estate 48

Real estate Customer Service Journey mapping Entertainment 48

CustomerGauge

JANUARY 27, 2016

Starting a Net Promoter program is about improving your customer experience and boosting your customer loyalty, but before you start wowing customers you have to survey them. Download the full ebook “The Fine Art Of Surveying,” to design and conduct, simple and fast NPS surveys.

Surveys 75

Surveys B2C B2B Airlines 75

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. This has a direct impact on customer service. 9 Customer Service Trends for 2022: 1.

Customer Service 98

Customer Service Self service Chatbots B2B 98

Solvvy

JUNE 17, 2021

Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Premium Service for Premium Customers.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution? Which issues come up most frequently?

B2B 49

B2B Banking Surveys Wait times 49

TeamSupport

MAY 31, 2019

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. Chat is somewhere in the middle, with customers expecting a response in a few minutes. It’s common for customers to call in and expect to speak with a real person right away. But is this a good idea?

Customer Support 56

Customer Support B2B B2C voip 56

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Assessing customer service staff on attitude.

B2B 49

B2B Customer Service B2C Customer Support 49

TeamSupport

MARCH 8, 2019

Too often, businesses don’t place enough value on building positive relationships with their customers. However, especially in the B2B (business-to-business) industry, the value of the customer relationship is increasing. More companies are adding “customer success” teams and specialists to stay in close contact with customers.

B2B 53

B2B Consulting Consulting Feedback 53

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Support 65

Customer Support SaaS B2B Technology 65

TeamSupport

FEBRUARY 8, 2019

Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. With this said, here are a few ways sentiment analysis matters to B2B customer service and why it’s become a focal point for many teams….

B2B 49

B2B Customer Service Technology Personalization 49

Satrix Solutions

JANUARY 20, 2021

For many B2B companies, a Sales Win Loss program is a core component of their competitive intelligence efforts. The result has been higher sales win rates and more satisfied customers after the onboarding phase is completed. Each experience with your product or service can have an impact on how your brand is perceived [.]

Sales 78

Sales B2B Employee engagement Feedback 78

Influitive

OCTOBER 28, 2015

They understand your unique sets of needs and challenges, and are most likely to provide sound advice based on their own experience. B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A Guide To Engaging B2B Customers In The Digital Age.

B2B 89

B2B Marketing Customer advocacy Engineering 89

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

JivoChat

APRIL 6, 2022

The customer is interested in buying a smartphone, for instance, they search online for the product, find an ecommerce where the item is available for a price they are willing to pay, and make the purchase. . B2B - Business to Business. Usually, the customer needs to pay a commission fee to the website to announce the items. .

B2C 75

B2C B2B SaaS Marketing 75

PeopleMetrics

JUNE 22, 2015

Email is still a smart and useful method of communication in the B2B sales world. is a great predictive sales technology that helps you understand how your buyers feel throughout the B2B sales experience. Research shows 7 in 10 buyers have never been asked for feedback on the sales experience. Your Telephone.

B2B 99

B2B Sales Management Customer centricity 99

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

outsourcing 62

outsourcing Customer Care Metrics Contact Center 62

JivoChat

JUNE 11, 2023

Selling a huge variety of products amplifies the number of potential customers, but the competition is bigger. Having an online store that sells very specific products may reduce the number of customers, on the other hand, the competition is smaller. Both of them have their advantages and disadvantages.

B2B 75

B2B Sales Analytics Marketing 75

PeopleMetrics

FEBRUARY 11, 2015

This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. When to Start Listening.

Sales 79

Sales B2B Feedback Surveys 79

TeamSupport

AUGUST 24, 2018

This is especially true in a communication dominant field such as customer service where two conversations can be drastically different, yet still have the potential to hold the same value in a spreadsheet. With all of this said, here are the top 3 most misleading customer service statistics….

Customer Service 71

Customer Service Morale Metrics B2B 71

TeamSupport

DECEMBER 7, 2018

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Click here to download our eBook on mastering self-service with B2B customers!

Customer Service 74

Customer Service Self service B2B Education 74

ShepHyken

SEPTEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. We Need to Stop Sucking at Customer Service by Shaun Belding.

Customer Service 44

Customer Service Customer retention Metrics Consulting 44

JivoChat

MAY 3, 2023

Get to Know Your Audience When you know what you will sell, it’s possible to draw a profile of who your potential customers are. You can put yourself in their shoes and start thinking about how to draw their attention, convince them to buy, and conquer loyal customers. What is the age range of your target audience?

Analytics 75

Analytics B2B Sales Marketing 75