ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Imagine that!

Customer Service 213

Customer Service B2B B2C Call Center 213

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) What’s more? What's not to love?

Self service 67

Self service B2B SaaS Gamification 67

Fonolo

MAY 10, 2018

This San Francisco-based company innovating in the field of messaging products (highly useful tools for those in sales, marketing, and customer support) hosts an incredibly valuable and engaging blog with content related to sales, product management, and customer support, direct from the minds of innovative industry experts.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

TeamSupport

DECEMBER 21, 2018

Many B2B companies provide complex, high-value, and business-critical solutions where poor customer support can have significant performance implications for customers. In fact, 51% of B2B companies will avoid vendors for at least two years after a bad customer experience.

B2B 49

B2B Customer Service B2C Customer Support 49

Comm100

NOVEMBER 2, 2020

There are so many ways that healthcare organizations can use chatbots to automate customer support for clients and patients. One of the Best Chatbot Examples for a Holistic Customer Lifecycle. Chatbots are often associated with B2C verticals, so what is a chatbot’s role in B2B? Free eBook. Industry: B2B.

Chatbots 57

Chatbots Customer Service Banking Healthcare 57

Babelforce

MARCH 26, 2020

CES stands for Customer Effort Score and measures, as the name implies, the effort the customer has put into getting their issue (whatever it might be) solved. Therefore, it might even be a better predictor of the loyalty of existing customers, than NPS; better for B2B than B2C. Ways to Improve your Customer Effort Score.

Feedback 52

Feedback Customer effort Surveys B2C 52