Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. Related to this is the “heatmap” of platforms by country.

B2C 67

B2C Contact Center Call Center Customer Service 67

TeamSupport

AUGUST 17, 2022

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them.

Customer Experience 98

Customer Experience B2B B2C Customer centricity 98

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. Read this article and learn more about what customers expect.

Customer Service 357

Customer Service Chatbots B2C Consulting 357

Aspect

SEPTEMBER 26, 2017

With the advancement of technology, including artificial intelligence (AI) and natural language understanding, customers don’t always know if they are talking to a computer or a live agent. Chatbots not only reduce the strain on business resources, they also help customers get things done faster. Technology alone cannot assure that.

B2C 87

B2C Chatbots Healthcare Banking 87

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

ShepHyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams?

Brand ambassadors 161

Brand ambassadors B2C Coaching B2B 161

TeamSupport

AUGUST 5, 2020

And today, live chat is no longer optional in customer service because it has evolved into more than just a chat conversation; it’s now the tip of the spear in customer conversations. The argument can be made that if you have the right B2B customer support software solution, the chat bot is not a good idea.

B2B 89

B2B Customer Support B2C Personalization 89

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Customer Support outsourcing Customer centricity 52

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

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. 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?

B2C 312

B2C Entertainment B2B Sales 312

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences. Customer support.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Vcaretec

JUNE 1, 2022

For small businesses, investing in customer service doesn't seem urgent. Customer experiences define and shape the growth and success of a business. 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.

Customer Support 52

Customer Support B2B B2C Call Center 52

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

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. The result? Higher brand loyalty.

Customer Experience 83

Customer Experience Journey mapping Analytics Consulting 83

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy.

Customer Service 207

Customer Service Chatbots B2C B2B 207

Ameyo

JULY 15, 2018

In the age of instant gratification, nobody likes to wait and if you are a B2C brand, then this becomes an even bigger issue. Your customers want quick answers to the queries at their convenience. Now it’s your job to ensure how to provide the best customer support to keep your customers loyal to your brand.

Customer Support 60

Customer Support B2C Customer Experience Customer Service 60

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. Customer service is what you do for your customers.

B2C 78

B2C B2B Education Metrics 78

IdeasUnlimited

APRIL 21, 2022

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Customers are the most crucial aspect of any successful business. Introduction.

Customer Experience 94

Customer Experience Bilingual agents B2C Scripts 94

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

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

OCTOBER 26, 2018

With this said, let’s look at how these specific needs apply to a different type of software – help desk software – so you can determine whether a B2C or B2B software better fits your goals and objectives…. Solutions built primarily for B2C teams will place all their focus on each contact and moving their issue towards resolution.

B2C 40

B2C B2B Wireless Finance 40

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

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick.

B2B 362

B2B Journey mapping B2C Telecommunications 362

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Can you tell us how you got started in customer experience? Company: FIGS.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

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

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

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

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Service 128

Customer Service B2C B2B SaaS 128

Nicereply

FEBRUARY 25, 2020

Companies are storing three times as much data on Zendesk as they did five years ago, and twice as much data per customer. When it comes to knowing what customers really want, data can be illuminating. According to the report, “companies that leverage the most customer data — those in the top. What does this mean for you?

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

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

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! Epikonic) What is the experience gap? The Ultimate Customer Experience by Josh Linkner. 7 Guidelines Starting Customer Experience by Christine Crandell.

Customer Service 238

Customer Service B2C B2B Contact Center 238

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

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