Chatbots – Reigniting the Spark in B2C Engagement

Aspect

While voice will always have its place in B2C engagement , customers frequently prefer to interact with businesses the same way they do in everyday life, through messaging apps, SMS and social media. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs.

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Choosing the Best B2B and B2C Help Desk Software for Your Business

B2B Customer Service Blog - TeamSupport

You don’t want to use an exhaustive enterprise tax software for your individual filing, nor does a corporate audit business want to be forced into using software focused on personal finance. Click here to download our infographic comparing B2B and B2C customer support!

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4 Ways to Personalize B2B Customer Support at Scale

B2B Customer Service Blog - TeamSupport

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. Personalize sending proactive maintenance reminders, user suggestions, and even tips on extending the value of their products.

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples

Comm100

Use this step-by-step guide with real-life samples to write a sales letter or email that will persuade your prospective B2C (business-to-consumer) customers to buy your product: Format Your Letter. How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples.

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3 Ways to do More with Customer Experience Personalization

Comm100

While there are many ways to improve CX – ease of use, innovation, and speed are just a few – companies should be paying more attention to consistency and personalization. Used correctly, AI Chatbots can help businesses deliver highly targeted and personalized experiences.

Guest Blog: The Customer Experience is Not Just for B2C

ShepHyken

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. At the end of the day, you are still selling to a person.

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Serving with “Kentucky Windage”

Chip Bell

It is the theatre ticket person giving you the benefit of the doubt regarding “senior fare” or “children under six” fare. Innovative Service b2c strategy customer appreciation customer care Customer Experience cxMy very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table.

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What’s Your Story?

Chip Bell

Then they would carry the unlucky person through the tunnel to the nearby ship. By the time the person woke up, the ship would be at sea and they’d be forced to work. Is there a compelling person, event, or vision in your history? Innovative Service b2c strategy branding Customer Experience story branding storying tellingThe Pirate’s House is a restaurant in the edge of Savannah, GA that started as a tavern in 1753.

Add Sprinkles to Your Customers’ Experiences

Chip Bell

The newspaper delivery person would leave a thoughtful note tucked in your newspaper. Take Their Breath Away B2C Customer Strategy customer appreciation customer focused customer service customer-centric“Anyone who’s a chef, who loves food, ultimately knows that all that matters is: Is it good? Does it give pleasure?” wrote the late Anthony Bourdain, celebrity chef and host of the TV show Parts Unknown. Innovative service is a blend of these same two sentiments.

7 Trends in Customer Service to Watch in 2019

B2B Customer Service Blog - TeamSupport

1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.

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The Other Golden Rule

CX Journey

We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. While the two are different, to some degree, what do B2C and B2B companies have in common?

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The Future of Customer Experience for B2B Companies

Lumoa

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. Many B2C CX practices have become universal. So did omnichannel communications and personalization.

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5 Top Customer Service Articles For the Week of July 25, 2016

ShepHyken

An Amazing Experience: Personalize your CX Today! My Comment: One way to improve the customer experience is to personalize it. This is a heartwarming story of a personalized gift. Each week I read a number of customer service articles from various online resources.

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B2B Social Media – The Definitive Guide

Genroe

This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. Most B2B organisations expect social media marketing to be an uphill battle. So every major platform has its capabilities […]. The post B2B Social Media – The Definitive Guide appeared first on Genroe.

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B2B Social Media – The Definitive Guide

Genroe

This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. Most B2B organisations expect social media marketing to be an uphill battle. So every major platform has its capabilities […]. The post B2B Social Media – The Definitive Guide appeared first on Genroe.

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Reality Check: Are your customers channels or people?

Call Center Coach

I’m a person. Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. I’m a person – I take many journeys in life. Not to a ticket, but to a person.

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4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

Beyond Philosophy

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

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Seven ideal characteristics of a B2B influencer

Peter Lavers

This has caused controversy in the B2C world where it has been done clumsily through thinly-disguised paid celebrity endorsement* that actually can damage trust rather than build it.

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Taking Customers Beyond the Honeymoon Phase

bold360 Blog

In a recent Forrester survey, B2C marketing decision makers indicated that 37% of their marketing program budget is spent on new customer acquisition, while in contrast, only 20% of their marketing budget is spent on driving retention of existing customers or upselling to them. In a relationship, if you become a different person after commitment, your partner feels like the target of a bait and switch scam.

B2B Customer Experience: All Hands on Deck

Call Center Weekly

And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board. There are a few things I'll never forget from our training: Greet every single person who walks in with eye contact and a smile.

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Customer Experience Strategy: An A to Z Glossary

Lumoa

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys.

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Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D.,

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. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

Is Trust Really an Emotion? Generally,Yes…And It Is Critical In Customer-Supplier Relationship…Just Ask Banks!

Beyond Philosophy

As regards both b2b and b2c customer-supplier relationships, lack of confidence and belief is driven by insecurity and egotism, and ability to be confident is based on feelings of safety and acceptance. In truth, virtually every company in every b2b and b2c industry is vulnerable to the erosion of reputation and resulting business impact. In classic psychological terms, trust is considered more a ‘feeder’ of emotion.

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Beyond Philosophy

As a core performance metric, customer advocacy is very much alive and well in both B2B and B2C products and services. Critically, in both B2B and B2C performance measurement, there is little evidence of metric flatlining or reaching an actionability plateau. Michael Lowenstein, Ph.D.,

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Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth

Beyond Philosophy

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention. Among key findings: In categories studied (telecom, personal care, software, TV programming, FMCG), WOM directly drove 13% of sales, compared to 20%-30% of sales from paid marketing.

How B2B Brands Drive Online Reviews

GetFeedback

Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Where it might be enough for a B2C company selling t-shirts to have reviews about products arriving on time and fitting well, B2B buyers have higher expectations. Then there’s the difference between B2B and B2C products themselves. A personal touch goes a long way.

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Science Proves What Really Makes People Happy

Beyond Philosophy

They become a bond in our personal relationships, a key to happiness for most people. Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t.

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These 20+ Statistics Say Customer Support Drives Revenue

aircall

66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad service interaction. 83% of churned customers insist that better live or in-person customer service would have impacted their decision to switch providers. 85% of customers trust an online review as much as a personal recommendation. 62% of B2B customers and 42% of B2C customers purchased more from a brand following a good service experience.

5 Things to Consider Before Drafting Sales Letters and Emails

Comm100

Whether you’re writing business-to-business (B2B) or business-to-consumer (B2C), here’s what to consider when preparing your own sales letter or email. How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples.

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40 Customer Retention Statistics You Need to Know

GetFeedback

consumers say they’d share more personal information with a company that offers a great experience. ( 75% of online customers said they expected help within five minutes, have used comparison services for consumer goods and trusted online reviews as much as personal recommendations.

Virgin Shows Links Between Employee Experience and Customer Experience

Beyond Philosophy

First, it shows Virgin values employees and wants them to feel like their employer cares about their personal lives and needs. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to and create for Customers. Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees.

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys.

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$75 Billion Dollars Is Lost Due to Poor Customer Service

ShepHyken

They are not able to speak to a person who can provide answers. Personally, I hate holding for a long time while the company’s recorded message states, “Your call is very important to us.”.

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How To Boost Your Sales with Mass Text Messaging in 2019

CrazyCall

The change in b2c bulk SMS messaging. Roughly speaking, if years ago spam was almost a commonplace and marketers were not so cared about the personalization of the mass campaigns, today everything has changed. The main point here is the rights to process clients personal data.

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4 Takeaways from Our Live Discussion on Chat vs Messaging vs Texting [Video]

Fonolo

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.).

Ryanair: Profits Do Not Equal Loyalty

Beyond Philosophy

But I am skeptical—not that I would know personally. Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs. Ryanair announced this week that they had 66% ($948m) increase in full-year profits.

You Don’t Have To Be Famous, Just Motivated: Anyone Can Influence Brand Behavior

Beyond Philosophy

Keller Fay defines an influencer (as distinct from someone who makes, or is likely to make, a recommendation) as “a person who has a greater than average reach or impact through word-of-mouth in a relevant marketplace”. Michael Lowenstein, Ph.D.,

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3 Winning Factors for B2B Customer Experiences

inContact

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. Personalization is the Rule, Not the Exception. Speed isn’t the only factor that matters, though – customers expect every interaction to be personalized, too.

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Accueil: Where and How Does Humanity Impact Customer Experience?

Beyond Philosophy

To make the brand or company more attractive, and have greater impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. B2b and b2c consumers trust humans more than companies or institutions. Michael Lowenstein, Ph.D.,