ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 211

Customer Service Chatbots B2C B2B 211

CSM Magazine

JUNE 29, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. That’s your customer retention number. Let’s get started.

Customer retention 59

Customer retention B2C B2B Customer Service 59

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 219

Customer Service Customer retention B2C Contact Center 219

Nicereply

MARCH 23, 2023

Customer retention is an important topic for all departments to understand. Typically the onus to renew a customer is on account or success managers, but all aspects of the customer journey contribute to retention. And even in the earliest months of the lifecycle, it wasn’t improving customer retention.

Customer retention 52

Customer retention B2B B2C Benchmark 52

aircall

JUNE 30, 2021

Many look to the company for ways to improve customer retention. Email: Ring’s Secret to Improve Customer Retention. For one thing, it sends new customers emails to share tips on properly setting up the product. However, Ring is not the only company to reap the rewards of its stellar customer retention strategies.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? My Comment: Want to get better at customer service?

Customer Service 180

Customer Service B2C B2B Customer retention 180

CSM Magazine

JUNE 16, 2023

Naturally, any such consumer loyalty can be fickle if things change, or new competitors enter the market, but one thing that often arises is the customer service provided. Indeed, it can, at least for some, alter the way a customer sees a company, but is it really a make-or-break issue more than anything else?

Customer Service 52

Customer Service B2C Customer retention Healthcare 52

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Customer Service 162

Customer Service Consulting Consulting B2C 162

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 107

B2B Customer Experience B2C SaaS 107

IdeasUnlimited

NOVEMBER 15, 2021

Regardless of product quality, customer satisfaction can make or break your ecommerce business. Here at IdeasUnlimited, we’ve learned the tremendous value of high-quality customer service in the ecommerce industry. Improving Customer Trust. Online customers expect fast and responsive service for their queries.

Customer Service 75

Customer Service B2C Call Center Scripts 75

IdeasUnlimited

NOVEMBER 15, 2021

Regardless of product quality, customer satisfaction can make or break your ecommerce business. Here at IdeasUnlimited, we’ve learned the tremendous value of high-quality customer service in the ecommerce industry. Improving Customer Trust. Online customers expect fast and responsive service for their queries.

Customer Service 75

Customer Service B2C Call Center Scripts 75

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

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.

B2B 67

B2B B2C Contact Center contact center associations 67

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience.

Customer Service 31

Customer Service B2B B2C Sales 31

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Technologies, like customer service software , help automate tickets and makes reporting on customer service metrics more accessible and efficient.

Customer Service 55

Customer Service B2B B2C Upselling 55

aircall

SEPTEMBER 11, 2017

Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 4 in 10 customers will avoid vendors for two or more years following a bad service interaction.

Customer Support 115

Customer Support B2C Upselling B2B 115

IdeasUnlimited

NOVEMBER 15, 2021

Regardless of product quality, customer satisfaction can make or break your ecommerce business. Here at IdeasUnlimited, we’ve learned the tremendous value of high-quality customer service in the ecommerce industry. Improving Customer Trust. Online customers expect fast and responsive service for their queries.

Customer Service 40

Customer Service B2C Call Center Scripts 40

JivoChat

APRIL 28, 2021

Customer service is king. What many companies fail to realize is that there are many different types of customer service. An essential aspect of customer service is engaging with customers where they are when they need you. Reactive vs. Proactive Types of Customer Service.

Customer Service 59

Customer Service Customer Experience Chatbots Self service 59

Skybridge

MARCH 4, 2021

I’m often asked how to get leadership to consider investing in customer service and customer experience. So, let’s make the case for investing in service and CX. So, why invest in customer service and CX? Bringing this request to leadership requires proof of ROI.

Customer Care 52

Customer Care B2C B2B Customer retention 52

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? B2B vs. B2C conversion.

B2C 83

B2C B2B Benchmark Best practices 83

Nicereply

FEBRUARY 2, 2024

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites. Excellent customer service is crucial to the success of an organization.

Education 59

Education Accountability Customer retention Journey mapping 59

Anexa BPO

MARCH 18, 2022

For example, although the wholesale industry – which was negatively impacted by the rise of B2C e-commerce – had big job losses, other industries did undergo impressive growth and actually expanded their workforce. In addition, services industries are increasing their market share, and are looking to add jobs.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing B2C Customer retention 52

Clarabridge

OCTOBER 23, 2015

Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and how they reach out to a brand. Telecoms are in high demand of social customer service.

Transportation 64

Transportation Customer Service Banking Finance 64

CSM Magazine

JULY 22, 2021

Richardson’s definition, while revolutionary for its day, has become commonplace in today’s customer-centric world and has made the move from residing purely on the side of B2C to encompassing the B2B sphere too. Gone are the days of static one-sided advertising that speaks at the customer. Growing Customer Retention.

Advertising 98

Advertising SaaS B2C Engineering 98

Totango

JUNE 4, 2021

This encourages greater loyalty, higher customer retention and more enthusiastic brand ambassadorship. Rewards will differ from B2B to B2C customers. For example, a B2C hotel chain might offer points to book rooms whereas a B2B SaaS company may offer a free month of service for an early renewal.

B2C 62

B2C Upselling Journey mapping B2B 62

Totango

JULY 13, 2021

Elements that Drive Customer Success Growth. The new customer-centered economy favors recurring revenue business models for B2B markets, while favoring and partial ownership or subscription models for B2C ones. So, what are the most important elements that underpin your strategy for customer success growth in this new economy?

Customer centricity 100

Customer centricity B2C Enterprise Upselling 100

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.

Customer retention 156

Customer retention B2B Surveys B2C 156

Fonolo

MAY 10, 2018

With career credits like Microsoft and Lands’ End under her belt, Bliss “pioneered the role of the Chief Customer Officer” and, with her understanding of enriching customer loyalty and growth, is now a celebrated keynote speaker, author, and even a podcaster (Check out the Human Duct Tape show here ). Intercom.com . Bill Quiseng .

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? B2B vs. B2C conversion.

B2C 40

B2C B2B Benchmark Best practices 40

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. Methodology.

Customer Support 52

Customer Support B2C Chatbots B2B 52

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. Traditional customer support models will not cut it. Top 5 Customer Success Tools Every Business Must Use 1.

Management 52

Management CRM Analytics Customer retention 52

JivoChat

JULY 21, 2021

What’s the Difference Between Customer Service and Customer Relations? Customer service and customer relations both involve making connections with consumers. In fact, customer service can even be a type of customer relation. What Are Some Examples of Customer Relations?

Chatbots 52

Chatbots B2C CRM Customer retention 52

Nicereply

MAY 14, 2019

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Customers feel like the relationship is a give and take situation – and this relationship continues even beyond the initial sale. Communities are powerful.

Sales 76

Sales B2C B2B Customer retention 76

ProProfs Blog

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Better customer experiences can also help you improve employee satisfaction hassle-free.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Quality Contact Solutions

MARCH 24, 2022

Current customer outreach. Nothing says “you don’t matter to me” more than ignoring a customer for a whole year. So, to keep your customer retention rates high , use telemarketing services to stay in touch with current clients through courtesy calls throughout the policy year. Customer service.

Telemarketing 52

Telemarketing outsourcing Advertising Call Center 52

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. These automated bots simulate human conversation and a preferred channel of communication for customers. Self-service options. In-app shopping. Automation.

Customer retention 52

Customer retention B2C Chatbots Self service 52

Nicereply

NOVEMBER 27, 2023

A company’s ability to understand and optimize customer satisfaction directly impacts customer retention, advocacy, and ultimately, profitability. As a customer experience professional, you’re at the forefront of this battle for consumer loyalty and satisfaction.

Metrics 59

Metrics Surveys Analytics Feedback 59