ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 181

Customer Service B2C B2B Customer Care 181

PeopleMetrics

JUNE 4, 2019

Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

B2C 122

B2C B2B Real estate Airlines 122

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Curious how we’re delivering for B2C brands?

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. It’s time to start driving better customer experiences today.

Customer Service 200

Customer Service B2B B2C Advertising 200

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

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. All five of this week’s articles are focused on customer loyalty. First, the subtitle of the article mentions personalization.

Customer Service 181

Customer Service B2C B2B Customer Experience 181

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. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 376

Customer Service B2C B2B Customer retention 376

Beyond Philosophy

JUNE 21, 2015

I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience.

Customer Experience 400

Customer Experience B2C Banking B2B 400

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 271

Journey mapping B2C Customer Service B2B 271

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Does it sound familiar?

B2B 121

B2B B2C Customer Experience Personalization 121

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. Simply put, today’s customers want their lives to be as easy as possible.

Call Center 124

Call Center Personalization Contact Center Self service 124

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. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs. Edward can handle more than 1000 questions from guests.

B2C 87

B2C Chatbots Healthcare Banking 87

Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. B2C Breakup Case Study.

B2C 61

B2C Management Finance Personalization 61

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age.

B2C 310

B2C B2B Self service Sales 310

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. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. The message is clear and powerful!

Customer Service 194

Customer Service B2B B2C Personalization 194

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. Remember this sentence from our first class: Customers seek the best emotional value in their entire experience.

B2C 88

B2C B2B Customer Experience Customer Service 88

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. His appointment as the chief experience officer coincided with the company’s strategic rebranding to Bobby Jones Links, signifying a commitment to a culture that prioritizes both employee and customer experiences.

Customer Service 158

Customer Service B2C B2B Customer Experience 158

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 Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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 316

B2C Entertainment B2B Sales 316

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”

Customer Service 144

Customer Service B2C Feedback Marketing 144

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. Consumer interactions have changed as well.

B2B 367

B2B Journey mapping B2C Telecommunications 367

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. Is it possible to treat B2B and B2C similarly? Consider your personal relationships.

Banking 195

Banking B2C B2B Construction 195

ShepHyken

NOVEMBER 25, 2022

Transactional customer service is low-effort and short-term: it focuses on getting the issue resolved efficiently, sometimes at the expense of experience.? . Relational customer service aims to contribute positively to a customer’s relationship with the brand by providing a personalized experience.

Customer Service 194

Customer Service B2C B2B SaaS 194

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

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

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 162

Customer Service Customer centricity B2C Government 162

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. Is your customer experience really effortless?

Customer Experience 52

Customer Experience Journey mapping Metrics Feedback 52

360Connext

MAY 3, 2022

Customer experience leaders spend a lot of time looking at what’s happened. Customer experience reports are filled with discoveries. Customer feedback provides insights and real-life quotes from customers. Operational data shows leaders how customers behaved last week, last month, and last year.

Journey mapping 72

Journey mapping Customer Experience B2C Best practices 72

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. No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support.

Customer Service 211

Customer Service Construction B2C B2B 211

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Customer Service 224

Customer Service Customer centricity B2C B2B 224

CSM Magazine

JANUARY 31, 2022

Lately, most B2C and B2B business owners have realized the importance of digital transformation and enhancing the customer experience. They understand that leveraging modern technologies can help them drive new customers and keep them coming back. Deliver a better customer experience. Increase profits.

Customer Experience 59

Customer Experience B2C Chatbots Advertising 59

Hero Digital

MARCH 9, 2020

Over the last decade, marketers refined their strategy, becoming hyperfocused on account-based marketing (ABM) and genuine “personalization” of audiences. They’re giving marketers data and expecting a stellar customer experience in return. Adobe’s Progress in personalization speaks to the rising demand of personalization. .

Personalization 52

Personalization Technology B2C B2B 52

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