Working Solutions

JUNE 14, 2019

The quality of customer care is important for any company—and not just for its reputation, but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.”

B2C 40

B2C Customer Service Customer Care outsourcing 40

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

TechSee

JULY 2, 2019

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. The company got right on the case and with the help of the police, the customer didn’t end up a penny out of pocket.

Customer Service 104

Customer Service B2C Contact Center Engineering 104

IdeasUnlimited

NOVEMBER 15, 2021

Customers are most prone to cancelling orders if their complaints or queries are not dealt with promptly so it’s important to be “always-on” and available even outside of your business hours. Handling Irate Customers. IdeasUnlimited has helped over five hundred clients establish robust customer care.

Customer Service 75

Customer Service B2C Call Center Scripts 75

IdeasUnlimited

NOVEMBER 15, 2021

Customers are most prone to cancelling orders if their complaints or queries are not dealt with promptly so it’s important to be “always-on” and available even outside of your business hours. Handling Irate Customers. IdeasUnlimited has helped over five hundred clients establish robust customer care.

Customer Service 75

Customer Service B2C Call Center Scripts 75

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

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

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

ShepHyken

JULY 25, 2016

(Square) Here are some ideas and strategies for delivering a memorable (in a good way) customer service experience. My Comment: Here is a list of five great strategies to create a great customer experience that will get your customers to come back.

Customer Service 195

Customer Service B2C Personalization Metrics 195

Interactions

DECEMBER 10, 2020

Conversational AI is a critical component to the data and technical strategy of a company because it has the capability to be completely transformative, improve the bottom line, and increase customer satisfaction — three top imperatives for a CIO. How to Select Your Conversational AI Partner. Deep domain knowledge is essential.

Technology 77

Technology Multichannel B2C Customer Care 77

CX Global Media

JULY 8, 2019

Lance Gruner EVP, Global Customer Care at Mastercard | Keynote Speaker | CX Expert. There was no seat for neither him nor the customer at the table. Now, Lance leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide.

Contact Center 120

Contact Center Education Coaching B2B 120

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

Interactions

JANUARY 30, 2020

And when you drill down and get more specific into this area of focus, leading industry analyst firms Tractica and IDC both identify automated customer service as the number one use case for AI-enabled digital transformation.

Chatbots 77

Chatbots B2C Customer Experience Analytics 77

Fonolo

NOVEMBER 1, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users. Twitter: @howethomas. Tobias Goebel.

Customer Service 69

Customer Service B2C Finance Engineering 69

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

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center B2C Self service Contact center software 84

HGS

MAY 22, 2018

Healthcare has, undoubtedly, made B2C strides toward 24/7 optimized experience—from nurse triage to CRM and analytical PHM data collection. Data analytics, RPA, AI, and machine learning are key enablers to healthcare transformation —from the way physicians are educated and practice care to how payers support care delivery.

Healthcare 100

Healthcare B2C Government Analytics 100

IdeasUnlimited

NOVEMBER 15, 2021

Customers are most prone to cancelling orders if their complaints or queries are not dealt with promptly so it’s important to be “always-on” and available even outside of your business hours. Handling Irate Customers. IdeasUnlimited has helped over five hundred clients establish robust customer care.

Customer Service 40

Customer Service B2C Call Center Scripts 40

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

Fonolo

OCTOBER 30, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via Messaging channels (ex: Facebook messenger, WhatsApp, WeChat etc). Messaging: With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users. Twitter: @howethomas. Tobias Goebel.

Customer Service 52

Customer Service B2C Engineering Finance 52

REVE Chat Blog

JUNE 17, 2020

Co-browsing solution takes customer interaction to the next level by resolving queries effectively. It creates a better journey for the customer, leading to higher conversion rates, and shaping a greater level of success for your business. Personalize your customer care with video chat.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

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

JustCall

MARCH 23, 2023

Can Omnichannel be applied to B2B and B2C businesses? Yes, an omnichannel strategy can be applied to B2C and B2B businesses. Both involve the steps mentioned earlier to ensure effective implementation to maximize customer satisfaction. The post How to Implement an Effective Omnichannel Strategy?

outsourcing 52

outsourcing B2B B2C Marketing 52

JustCall

APRIL 19, 2023

Additionally, marketing creates awareness for your brand and its products/services, which will drive both prospective customers and loyal relationships. Generally, it’s advisable for: B2B businesses to spend 2-5% of their revenue on marketing B2C businesses to spend 7-10% of their revenue on marketing 3.

Customer centricity 52

Customer centricity Enterprise voip B2C 52

Pointillist

SEPTEMBER 10, 2020

Journey orchestration incorporates the full understanding and context of a customer’s experience at every interaction—whether it is instigated by your customer or your company. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Skybridge

OCTOBER 20, 2020

While this may be a little more geared toward the B2C marketers, but, nonetheless, it will help you create a unique experience that feels like a virtual sales clerk. Find out how Skybridge Americas can help you delight your customers and grow your business. Skybridge Americas. bmatthews@skybridgeamericas.com.

B2C 52

B2C Sales Marketing Personalization 52

BlueOcean

JUNE 21, 2022

Need to understand the nuances of complex B2C customer care? We’ve been writing about the complex inner workings of this important industry for a while, and I think it’s safe to say we’ve covered a lot of ground. We’ve got a blog for that. Read on , my friend.

B2C 12

B2C outsourcing Call Center Customer Care 12

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

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands.

Transportation 64

Transportation Customer Service Banking Finance 64

Taylor Reach Group

MARCH 26, 2018

Dive into the innovation, strategies and tactics you’ll need to success in Today’s Ecommerce environment – from increasing customer satisfaction to boosting productivity and cutting costs. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. You’ll leave with answered to your top questions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Tethr

DECEMBER 7, 2020

Recontacts figure prominently in the story of recurring effort we discussed in our last post on the Four Flavors of Customer Loyalty (the moment the customer “breaks” from the sheer exhaustion of doing business with the company). In no uncertain terms: Repeat contacts are toxic to the customer experience.

Coaching 72

Coaching Banking Customer effort Wireless 72

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

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

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

C3Centricity

OCTOBER 22, 2018

I often wonder how we so easily forget that customer service is after all just two people connecting and engaging for mutual benefit. Is that how your own customer care centre exchanges feel? How do we so easily forget that customer service is just two people connecting and engaging for mutual benefit?

Healthcare 81

Healthcare Customer Service Customer centricity CRM 81

SmartKarrot

JUNE 29, 2022

As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list. What is Enterprise Customer Experience?

Enterprise 11

Enterprise Customer Experience B2B SaaS 11