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

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 181

Customer Service B2C B2B Customer Experience 181

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

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 334

Customer Service Customer centricity Government Upselling 334

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

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. My Comment: Repeat customers are gold.

Brand ambassadors 175

Brand ambassadors B2C Customer Service B2B 175

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

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 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

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales. Here’s how. must practice.

Customer Service 200

Customer Service B2C Customer retention B2B 200

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Silo Focus for B2B CXM Governance 2.

Government 62

Government B2B Customer Experience Enterprise 62

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 320

Customer Service B2B Journey mapping Best practices 320

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

Totango

JULY 1, 2022

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. First, we’ll discuss what customer loyalty is. What Is Customer Loyalty?

B2B 107

B2B SaaS B2C Upselling 107

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

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Provide Tailored Services .

Best practices 81

Best practices B2B Sales Customer Experience 81

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B SaaS Education Brand ambassadors 82

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 319

Customer Service Advertising B2B Chatbots 319

TeamSupport

MARCH 23, 2021

According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits.

B2B 105

B2B Customer Support Self service Big data 105

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Journey mapping 302

Journey mapping Customer Service B2C Big data 302

ShepHyken

FEBRUARY 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider. My Comment: So many customer experience strategies (CX) seem to focused on B2C. A great resource!

Customer Service 213

Customer Service B2B B2C Entertainment 213

TeamSupport

DECEMBER 21, 2021

The more stunted a company’s online communication and chat platform, the further they are from their customers, and the less poised they are for success in 2022 and beyond. With 61% of B2B organizations using live chat , it's clear that live chat software is only becoming more necessary to be successful in the digital age.

B2B 98

B2B Airlines Sales Customer Support 98

Uniphore

JULY 8, 2021

SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. Nobody plans to or wants to call customer service. Familiarity with typical B2B sales cycles and methodologies.

Sales 98

Sales B2B Best practices Enterprise 98

ProProfs Blog

DECEMBER 26, 2019

Now, a question arises here: can you offer a similar type of customer support to all types of clients? No, you need to avoid the one-size-fits-all approach while providing customer support. Every support team has to deal with two distinct types of customers B2B and B2C. Impact on Revenues.

B2C 113

B2C B2B Customer Support Social media contact 113

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 162

Customer Service Customer centricity B2C Government 162

Satrix Solutions

JANUARY 5, 2022

To win over B2B sales prospects, it’s not enough for your company just to have a good product and/or service. For over a decade, we’ve been collecting Sales Win Loss feedback on behalf of our clients to provide them with data-driven insights into why their company wins or loses a sales pitch.

B2B 78

B2B Sales SaaS Coaching 78

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

Customer Service 211

Customer Service Construction B2C B2B 211

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C? Develop a 360 View of Your Customers.

B2B 80

B2B B2C Best practices Self service 80

Anexa BPO

FEBRUARY 17, 2023

In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 262

Customer Service B2B Customer retention B2C 262

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 211

Customer Service Chatbots B2C B2B 211

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. Let’s take a look at three ways digital lean concepts can help the customer, and because they help the customer, they help sales.

Sales 99

Sales Technology B2C Customer Experience 99

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”.

Customer Service 220

Customer Service B2B B2C Consulting 220

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Then try asking them, through a survey.

Customer Service 221

Customer Service B2B B2C Accountability 221

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It shouldn’t be this way. That’s a lose-lose scenario for everyone. Don’t worry, though.

B2B 83

B2B Surveys Feedback Customer advocacy 83

ShepHyken

SEPTEMBER 24, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service: Where We Are and Where We Are Going by Fara Haron. My Comment: What does the future of customer service look like? Adding value is definitely part of customer service.

Customer Service 219

Customer Service B2B Contact Center Technology 219