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5 Top Customer Service Articles For the Week of November 9, 2020

ShepHyken

3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. CMSWIre) While B2B companies may be behind their B2C peers, many are starting to catch up by taking ideas from the B2C playbook and applying them to the B2B experience. Usually, it is the opposite, we learn from B2C, but not today!

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CX is the New Branding: Here’s What Enterprises Must Do to Adapt

CSM Magazine

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. Gal Oron, CEO and co-founder of Zoomin explores what enterprises must do to adapt. The answers to these questions will play a decisive role in shaping customer views of an enterprise’s platform. The Self-Service Paradox.

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5 Reasons to Consider Enterprise Messaging for Your Business

REVE Systems

Almost 70-80% of internal communication within an enterprise will be conducted though messaging apps on mobile device in the years to come. Enterprise messaging covers the growing convergence of both physical and virtual communication sphere and offers limitless digitalization opportunities in almost all areas of communication.

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Three Steps to a Winning B2B Customer Experience Plan

Totango

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Customer experience has a significant impact on customer retention rates as has been shown by several studies conducted on B2C relationships.

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The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise.

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3 Winning B2B Client Engagement Strategies

Totango

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Here we’ll consider the differences between B2B and B2C engagement before laying out three of the most important best practices for effective B2B client engagement. Why Are B2B Client Engagement Strategies Different from B2C?

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