Connecting the Dots

DECEMBER 11, 2017

In B2B environments, no news is often NOT good news. The post In B2B environments, no news is not good news appeared first on Customer Care Measurement & Consulting (CCMC). By David Beinhacker , John Goodman.

B2B 48

B2B Consulting Consulting Customer Care 48

Connecting the Dots

DECEMBER 11, 2017

In B2B environments, no news is often NOT good news. The post In B2B environments, no news is not good news appeared first on Customer Care Measurement & Consulting (CCMC). By David Beinhacker , John Goodman.

B2B 48

B2B Consulting Consulting Customer Care 48

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. It’s easy to miss the new B2B buyer demands. Deconstruct internal silos . For example.

SaaS 173

SaaS Customer Experience B2B Feedback 173

Hero Digital

OCTOBER 5, 2019

When you think about B2B campaigns, what comes to mind? One-off campaigns that don’t impact business goals or address customer needs? From launching new products to building out marketing campaigns, savvy B2B marketers know there’s a business with a problem behind every purchase. Product-focused messaging written in sales-speak?

B2B 40

B2B Surveys Marketing Scripts 40

Contact Center Pipeline

DECEMBER 26, 2018

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!

Contact Center 113

Contact Center Technology B2C B2B 113

ClearAction

NOVEMBER 3, 2017

A global provider of managed network services, tw telecom discovered that their acquired customers were very different from their historical customer base. The executive team realized they needed to really understand all of their customers and adapt to them. “We The post Is Operations Involved in Customer Experience?

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

ShepHyken

AUGUST 7, 2017

How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. Social Media Explorer) Social media listening is one of the most important b2b trends that businesses, especially the ecommerce space, has seen in recent years. That’s applicable to any business in any industry. by Neal Dlin.

Customer Service 145

Customer Service Chatbots Customer Care B2B 145

ShepHyken

AUGUST 1, 2016

(Tech.Co) Indeed, it seems sometimes as if “customer service” is just a dark hole that customers enter and then eventually extract themselves because it is just not worth the hassle. My Comment: All types of businesses (B2B, B2C, large, small, etc.) Customers want an easy and smooth transaction.

Customer Service 208

Customer Service B2C B2B Customer Care 208

Bill Quiseng

MAY 10, 2023

It’s one little wow delivered consistently to every customer. Deliver customer CARE consistently. CUSTOMERS CARE Don’t just serve to sell your products or services to customers. And don’t just serve to satisfy customers. Serve to CARE. Customers don’t care how big your company is.

Customer Service 78

Customer Service Customer Care B2C Advertising 78

CX Global Media

JULY 8, 2019

Lance Gruner EVP, Global Customer Care at Mastercard | Keynote Speaker | CX Expert. When Lance Gruner was recruited to focus B2B support processes at MasterCard, product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table.

Contact Center 120

Contact Center Education Coaching B2B 120

ShepHyken

FEBRUARY 7, 2020

Some issues cannot be resolved without human judgment, and some customers only feel comfortable speaking to other people about an issue. Riley Panko is a Senior Content Developer & Marketer at Clutch , a B2B research firm in Washington, DC.

B2B 324

B2B Answering services Chatbots Surveys 324

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

outsourcing 62

outsourcing Customer Care B2B Contact Center 62

ShepHyken

JANUARY 8, 2018

This particular article focuses on retail, but there is plenty of insight for B2B type businesses as well. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service B2B Contact Center Technology 0

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

ShepHyken

AUGUST 25, 2017

Read Shep’s latest Forbes Article: How To Humanize Customer Service For B2B Organizations. The post Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 367

Chatbots Customer Service voip Best practices 367

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity.

Customer Service 180

Customer Service B2C B2B Customer retention 180

CX Journey

JANUARY 27, 2015

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common? I disagree. How do we do that?

B2C 64

B2C B2B Customer Experience Customer Care 64

JustCall

NOVEMBER 23, 2022

Call centers are a critical part of any customer-centric business. Whether you’re running a B2B or B2C business, you need to establish a line of communication with your customers to ensure smooth operations. You need to ensure a positive customer experience while protecting the interests of the employees and the company.

Call Center 52

Call Center Management B2C Chatbots 52

The Northridge Group

MAY 2, 2023

For example, GPT-4’s NLP enables it to better understand customer needs and respond quickly to requests. Additionally, its capacity for personalized conversations allows companies to provide more targeted customer care in real-time. This makes it a highly valuable tool for customers and employees alike (see chart).

Contact Center 67

Contact Center B2C Chatbots B2B 67

ShepHyken

SEPTEMBER 1, 2017

Andy Ko is the Chief Scientist and Co-Founder at AnswerDash, a B2B software company that facilitates customer service for e-commerce businesses. Consider adopting a contextual self-service software solution today and watch your support tickets drop and your sales increase. He is also a Professor at the University of Washington.

Self service 209

Self service B2B SaaS Enterprise 209

Skybridge

JUNE 3, 2020

Yet B2B companies still struggle to understand how consumer trends are driving expectations. The idea that needs are static can hinder any company from delivering quality CX to its customers. I recently had a chance to discuss customer experience (CX) best-practices at length with a network of top enterprise leaders.

B2B 52

B2B Customer centricity Surveys Best practices 52

CX Global Media

JULY 12, 2019

Bill White Executive Director – Customer Care, ???Stuller, About Bill White : Bill has worked in Customer Care for over 20 years in leadership positions with Asurion Insurance Services, AT&T, ClientLogic, Omnipoint Communications and Unicel Wireless. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

TechSee

APRIL 3, 2018

Considering churn is closely linked to customer satisfaction, companies are attempting to transform their customer experience to meet consumers’ high expectations. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

ProProfs Blog

JANUARY 30, 2020

Companies that successfully engage their B2B customers reported 63% lower customer attrition. The benefits of customer engagement are not just restricted to B2C sectors. With successful customer engagement strategies, a B2B business can easily lower customer attrition. Source: Gallup ) Tweet this.

B2B 204

B2B Banking Personalization Employee engagement 204

CustomerSuccessBox

APRIL 19, 2022

This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Scaling success within Customer care and service effort is a nerve-wracking deal.

Metrics 52

Metrics Analytics Journey mapping SaaS 52

Calltools

MARCH 17, 2021

Typically, industries that feature high-profit sales, have a precisely targeted demographic, and/or a customer-care focus are where preview dialers shine. Small Business B2B. Small businesses engaging in business-to-business sales are more customer-facing. Healthcare. Preview dialer industries improve these contacts.

Real estate 52

Real estate Healthcare Telemarketing B2B 52

Answer Dash

MAY 7, 2018

Customer Experience Capabilities “For 75% of B2B organizations and 40% of B2C organizations, customer experience management is still an immature capability with a fragmented, uncoordinated approach and no clear leader,” ( Gartner ). 32% of B2C CMOs see improving customer experience as a top three objective.

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Customer Interactions

MARCH 30, 2016

“Social Customer Care, Isn’t it Time?” Find out what Ashley Zeckman [Toprankblog.com] has to say about ‘brandividuals’ and where they fit into the B2B customer journey; Was the theme of a recent NICE guest blog post by Donna Fluss, President at DMG Consulting LLC. Apparently so!

Marketing 42

Marketing B2B Consulting Consulting 42

CSM Magazine

JULY 29, 2020

A good driver has the communication and customer care skills to maintain a professional and friendly manner in their day to day role, but now these unsung heroes were acting a human connection for those most in need. Sometimes just by offering a cheery wave hello.

Transportation 52

Transportation Government B2B Engineering 52

Connecting the Dots

DECEMBER 1, 2021

Word-of-mouth and margin impact by granular issue The key to winning new customers is word-of-mouth (WOM) referrals. Successful B2C companies like Harley Davidson, Chick-fil-A and USAA get more than seventy percent of their new customers from WOM. Harper Collins, 2015. [3] The post Net Promoter Score 3.0

B2C 62

B2C Advertising B2B Metrics 62

ShepHyken

JUNE 1, 2018

According to the American Market Association , 20% increase in conversions, on an average, was noted by B2B companies that use a live chat tool at their website. One of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions. That’s quite an outcome that shouldn’t be missed.

Customer Support 253

Customer Support Marketing Sales B2B 253

TeamSupport

NOVEMBER 2, 2018

When it comes to the specifics of working with customers, you’ll see a wide variety of terms thrown around. Phrases such as “customer care” , “customer support” , and “after-sales service” are all frequently used, but there are a few terms that truly stand out in their meaning (despite the confusion surrounding them).

Customer Service 58

Customer Service B2B Customer Care Customer Support 58

Skybridge

JULY 8, 2020

By understanding what it really means to be one of your customers, we can experience firsthand the challenges they face and the frustrations they experience with our products and services. For in this case, it matters not what type of customer you serve. We are all somebody’s customer. We are all consumers. Skybridge Americas.

Journey mapping 52

Journey mapping Interactive Voice Response B2C B2B 52

Netomi

APRIL 27, 2022

What consumers are expecting is now what B2B buyers are expecting, they are judging all of their experiences back to the convenience of booking an Uber or ordering their groceries.”. tools to communicate with customers, as well as tools that capture notes from customer conversations such as Gong.

Chief Customer Officer 52

Chief Customer Officer Engineering Customer advocacy Technical Support 52

JivoChat

MARCH 25, 2021

By replacing a chunk of the phone support you’d otherwise provide, live chat cuts down on customer care costs, increasing businesses’ revenue per hour while lowering cost per transaction. Plus, because reps can talk to multiple customers at the same time, it boosts their productivity as well. Aberdeen Group ). Forrester ).

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

By replacing a chunk of the phone support you’d otherwise provide, live chat cuts down on customer care costs, increasing businesses’ revenue per hour while lowering cost per transaction. Plus, because reps can talk to multiple customers at the same time, it boosts their productivity as well. Aberdeen Group ). Forrester ).

Wait times 52

Wait times Sales Scripts B2B 52

Quiq

APRIL 29, 2020

The 100+ page report presents data, insights, and usable best practices that all B2C and B2B companies can use now and going forward. Protect Your Brand’s Perception.

B2C 52

B2C Wait times Government B2B 52