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The State of B2C Complex Customer Care

BlueOcean

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? Modified Recruitment Strategy.

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Cisco’s Four Key Steps to Enhancing Customer Experience

ShepHyken

The metric that matters the most is the success and thriving of the customer’s business. Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government. Create a comprehensive digital experience encompassing partners, customers, and internal teams. Measure what matters.

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2019 CX Retrospective: The Year of Value Metrics

Mindtouch

To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. Want to see what you’re saving with MindTouch?

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Introduction to CX 101.

Bill Quiseng

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. Welcome to CX 101. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. You met their expectations.

B2C 78
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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C.

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What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

One of the most commonly asked questions when it comes to inbound call center outsourcing is around metrics. Because there are so many metrics that are available to track internally, externally, at the inbound call center agent level and the program level, it’s no wonder people stop to think “where do I begin?”

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Amazing Business Radio: Howard Tiersky

ShepHyken

The companies that inspire a lot of customer love have better business metrics overall. What are the similarities between B2B and B2C companies? Customer love is the feeling that you can count on a brand to give you what you need and more, along with a feeling of alignment or spiritual connection.

B2C 198