Global Response

DECEMBER 5, 2022

Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. While CS is only part of the larger customer experience (CX) system, it requires understanding the human nuance of your customers’ interactions and communication—their unique challenges and pain points.

B2B 62

B2B Customer Service B2C Multichannel 62

HelpCrunch

SEPTEMBER 14, 2021

The post B2B Customer Service: Definition & Best Practices appeared first on HelpCrunch blog. If one of them switches to a competitor, you barely feel the difference. Oppositely, if you are offering an issue-tracking SaaS solution to 50 business [ … ].

Best practices 118

Best practices B2B Customer Service SaaS 118

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

B2C 147

B2C Customer Service B2B Marketing 147

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 For many B2B companies, this article is spot on.

Customer Service 152

Customer Service B2B B2C Engineering 152

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Here are my top five picks from last week.

Customer Service 374

Customer Service B2C B2B Customer retention 374

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. There really is something here for everyone – from small to large businesses and from B2C to B2B. That may not indicate true customer loyalty, but that level of satisfaction is a pretty good start!

Customer Service 180

Customer Service B2C B2B Customer Experience 180

Help Scout

AUGUST 22, 2023

B2B customer service has some challenges that B2C customer service doesn’t. Learn what B2B customer service is and 6 ways to excel at it. Read the full article

B2B 75

B2B B2C Customer Service 75

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider.

B2B 62

B2B B2C Customer Service Self service 62

Eptica

JULY 1, 2022

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

B2B 71

B2B B2C Customer Service Best practices 71

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Customer Experience 338

Customer Experience Customer Service B2C Self service 338

CCNG

JUNE 28, 2023

Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails". Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Absolutely!

Customer Service 332

Customer Service Customer centricity Government Upselling 332

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 346

Customer Service B2B Best practices Customer Experience 346

CSM Magazine

SEPTEMBER 19, 2023

AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

B2B 100

B2B Marketing Chatbots Sales 100

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Customer Service 314

Customer Service B2B Journey mapping Chatbots 314

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. Excellent Customer Service? Predictions: 10 Customer experience trends for 2021 by Rosalyn Page.

Customer Service 349

Customer Service B2B Customer Experience Marketing 349

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

Journey mapping 269

Journey mapping B2C Customer Service B2B 269

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker. Follow on Twitter: @Hyken.

Customer Service 238

Customer Service B2B Chatbots Self service 238

CCNG

FEBRUARY 15, 2023

What role can your customer service organization play in helping to support the construction of strong customer relationships? Here are some ideas: YOUR CUSTOMER SERVICE REPRESENTATIVES ARE OFTEN THE PERSONIFICATION OF YOUR BRAND. IT DOESN’T MATTER…B2C OR B2B. We are all customers.

Personalization 195

Personalization CCNG Customer Service B2C 195

CSM Magazine

MARCH 11, 2024

Selecting a B2B fulfilment partner is a decisive move, akin to choosing a relay teammate in a high-stakes race. It’s crucial, then, to approach this decision with a meticulous checklist in hand — one that probes beyond surface-level offerings and aligns with your operational needs and customer service objectives.

B2B 52

B2B Technology Analytics Customer Service 52

Call Center Weekly

SEPTEMBER 11, 2018

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. And here’s the thing – as a B2B event marketer, I still apply this advice.

B2B 235

B2B Customer Experience B2C Banking 235

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

Best practices 99

Best practices B2B Journey mapping Upselling 99

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 360

Customer Service Chatbots B2C Consulting 360

ShepHyken

FEBRUARY 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization.

Customer Service 318

Customer Service B2B Journey mapping Best practices 318

The Northridge Group

JUNE 2, 2023

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. The stakes are usually higher with B2B customers. Business customers are often looking for a different type of CX than consumer customers. KNOW YOUR CUSTOMER.

B2B 67

B2B B2C Contact Center contact center associations 67

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. by Jeannie Walters. Can you deliver?

Brand ambassadors 174

Brand ambassadors B2C Customer Service B2B 174

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 192

Customer Service B2C B2B SaaS 192

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. In this way, customer journey B2B touchpoints serve as a powerful tool for increasing the effectiveness of your customer success strategy.

B2B 115

B2B Journey mapping SaaS Engineering 115

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C SaaS 107

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 213

Customer Service B2B B2C Call Center 213

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition. Here are my top five picks from last week. The future is happening today!)

Customer Service 198

Customer Service B2C Customer retention B2B 198

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Surveys should be part of your customer experience strategy.

Customer Service 165

Customer Service Self service Surveys Contact Center 165

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. These lessons are applicable to the B2B world, as well. Here are my top five picks from last week.

Customer Service 192

Customer Service B2B B2C Personalization 192

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. Here are my top five picks from last week.

Customer Service 156

Customer Service B2C B2B Customer Experience 156

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each. Use this guide to help you find the best B2B CRM for your business.

B2B 79

B2B Sales CRM Enterprise 79

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi.

Customer Service 220

Customer Service Customer centricity B2B Contact Center 220