ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. 27 Helpful Customer Support Tools and Resources by Jesse Short.

Customer Service 362

Customer Service Chatbots B2C Consulting 362

TeamSupport

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? To get started, here is a list of questions to ask yourself so you can better understand if you need to make a change with your support software.

B2B 64

B2B Customer Support B2C Self service 64

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

TeamSupport

NOVEMBER 9, 2018

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. These agreements should be both trackable and enforcable in a customer support system. Customer hub technology – Do you have a Wiki?

B2B 53

B2B Customer Support Self service B2C 53

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service.

Customer Support 115

Customer Support B2C Upselling B2B 115

GetFeedback

APRIL 30, 2018

B2B transactions are complex, expensive, and require long-term investments. Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. Generating B2B Reviews: Unique Challenges. B2B products tend to be expensive and complicated.

B2B 68

B2B B2C CRM Surveys 68

ShepHyken

OCTOBER 4, 2022

Customer service teams should have one common goal. In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience. It’s human to human.

Brand ambassadors 162

Brand ambassadors B2C Coaching B2B 162

ShepHyken

MAY 23, 2018

86% of surveyed customers said that if there was an emotional connection with a customer support agent and the customer felt they were cared for and valued, they would be willing to continue to do business with the company again. The numbers are different in the B2B world, as the customer may have fewer options.

Customer Service 242

Customer Service B2B B2C Surveys 242

ShepHyken

FEBRUARY 10, 2021

Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. So, when does the customer start making the decision to buy? That first time the customer lands on your website or makes a phone call – that’s the opening act. There’s the follow-up, customer support and repeat business.

B2C 316

B2C Entertainment B2B Sales 316

Vcaretec

JUNE 1, 2022

The way you treat prospects and existing customers affect brand perception. And that's why you should not neglect customer support at any stage of your business. 96% of customers say customer support influences their loyalty to a brand Great user experiences, driven by customer support, create lifetime customers.

Customer Support 52

Customer Support B2B B2C Call Center 52

ShepHyken

SEPTEMBER 14, 2020

How to Boost B2B Customer Experience on Your Website by Chris Christoff. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Here are a few ideas.

Customer Service 213

Customer Service B2B B2C Call Center 213

TeamSupport

JUNE 22, 2020

How well do you really know your customers? In a B2C (business-to-consumer) environment, it is very rare to know your customers since the focus on each interaction is generally on resolving one issue or ticket at a time. A B2B (business-to-business) environment is the other way around. Make them feel like it!

B2B 64

B2B B2C Upselling Consulting 64

inSided

SEPTEMBER 25, 2019

Great customer support is an essential element of success for every B2B organisation. Any support query coming in is about more than the one-off effect of solving a customer’s problem. In truth, it’s actually about creating (and maintaining) long-lasting relationships between you and your customers.

B2B 53

B2B B2C Customer Support Customer Experience 53

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

UJET

SEPTEMBER 18, 2019

B2C companies may be the expected industry that benefits most from this influence, but B2B companies are also experiencing the importance of competing for this audience. How Millennials and Generation Z technology and communications preferences are reshaping customer support. Download the e-book.

Customer Support 63

Customer Support B2C B2B Technology 63

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. You are happy because your customers are satisfied with their experience. Welcome to CX 101.

B2C 78

B2C B2B Education Metrics 78

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

Customer Support 52

Customer Support B2C Chatbots B2B 52

TeamSupport

DECEMBER 21, 2018

But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Many B2B companies provide complex, high-value, and business-critical solutions where poor customer support can have significant performance implications for customers.

B2B 49

B2B Customer Service B2C Customer Support 49

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. 4 Ways Chatbots Help for CX Smooth Sailing This Holiday Season by Bob Grohs.

Customer Service 211

Customer Service Chatbots B2C B2B 211

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Customer Service 240

Customer Service B2C B2B Contact Center 240

TeamSupport

AUGUST 2, 2019

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (business-to-consumer) lives, they are increasingly expecting B2B companies to keep up. As a result, most B2B companies are expected to offer some form of phone support.

B2B 53

B2B Self service B2C Education 53

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Using AI the right way will enhance the relationship versus frustrate the customer.

Customer Service 156

Customer Service B2C Customer retention Government 156

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. B2B vs. B2C, Small Teams vs. Large Teams, etc.).

Customer Support 59

Customer Support B2C B2B Surveys 59

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Back to the Hierarchy. Frustrated.

B2C 208

B2C Banking B2B Customer advocacy 208

Bill Quiseng

JUNE 21, 2023

They seek the best emotional value in their entire experience, not the minutiae of your logically reasonable best price, product, or service, virtual or physical locations, AI, live chat, or face-to-face customer support, or the many other small details of your experience. Customers don’t seek B2B or B2C businesses.

B2C 134

B2C B2B Personalization Customer Support 134

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. B2B vs. B2C, Small Teams vs. Large Teams, etc.).

Customer Support 54

Customer Support B2C B2B Surveys 54

SmartKarrot

JULY 21, 2020

There are basically two categories in which your business would fit – B2B and B2C. B2B is the category of business where your product is made for other businesses to use. While in the B2C category, you would want to target your product to direct consumers. Main differences between B2B and B2C.

B2C 10

B2C B2B SaaS CRM 10

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. B2B vs. B2C, Small Teams vs. Large Teams, etc.).

Customer Support 48

Customer Support B2C B2B Surveys 48

Comm100

JANUARY 21, 2020

B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation. However, they’re catching up quickly in response to customer demand—and it’s paying off. Conclusion.

B2C 83

B2C B2B Benchmark Best practices 83

Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Top companies need to be able to handle increased volumes and customer expectations with fewer resources. What is a Next-Gen Chatbot?

Chatbots 62

Chatbots Customer Support Self service B2C 62

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Today it’s expected.

Customer Service 129

Customer Service B2C B2B SaaS 129

ShepHyken

NOVEMBER 24, 2017

The first step to being a great social listener is to figure out which social networks your customers and ideal audience use most, and tailor your approach to fit that. If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses.

Customer Service 221

Customer Service B2B B2C Accountability 221

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

TeamSupport

AUGUST 3, 2018

For your customer success team to thrive, they need to have the right solutions in place and also the knowledge of how to efficiently utilize these resources. Here are six ways companies are using B2B customer success solutions to crush the competition….

B2B 56

B2B Self service B2C Morale 56

TeamSupport

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2. that give it a competitive edge?

B2C 59

B2C B2B Enterprise CRM 59

TeamSupport

JUNE 29, 2020

B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Find out in Part 2.

B2B 59

B2B B2C Customer Support Metrics 59

ShepHyken

NOVEMBER 16, 2020

(Sharpen) We’ve put together a five-step plan to help you eliminate the negative customer service stereotype from your call center. These steps will help you boost your agents’ performance and keep your customers coming back. My Comment: Some people would rather go to the dentist than call customer support.

Customer Service 211

Customer Service B2C Government Call Center 211