Russel Lolacher

OCTOBER 22, 2019

Are you taking the steps needed after a B2C breakup to keep the relationship alive? Could they be “your person”? Whether for the short- or long-term, this is the person you’re going to invest your time with. B2C Breakup Case Study. Do they show up when you need them? Are you still on good terms?

B2C 61

B2C Management Finance Personalization 61

Tethr

MARCH 29, 2021

In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively. Our research found that high performers in B2C selling are very choosy about how they spend their time. And when it comes to B2C selling, that’s most service calls.

B2C 62

B2C Sales B2B Inbound sales 62

Tethr

MARCH 29, 2021

In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively. Our research found that high performers in B2C selling are very choosy about how they spend their time. And when it comes to B2C selling, that’s most service calls.

B2C 62

B2C Sales B2B Inbound sales 62

ShepHyken

MAY 5, 2024

8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible. There are plenty of ideas for any type of business (both B2C and B2B).

Customer Service 162

Customer Service B2C B2B Customer Care 162

TechSee

DECEMBER 22, 2019

Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service. The post Successful Call Center Agents Share This Personality Type appeared first on TechSee.

Call Center 124

Call Center Personalization Contact Center Self service 124

ShepHyken

APRIL 22, 2024

How Target, Coca-Cola and Tide Use ‘Irrational Love’ to Win Customer Loyalty by Cindy Scott (AdAge) While “love” may sound fuzzy in the advertising world, it can be scientifically measured by four key components: strong familiarity, high regard, being personally meaningful and competitively unique. Connect with Shep on LinkedIn.

Customer Service 202

Customer Service B2B B2C Advertising 202

ShepHyken

NOVEMBER 9, 2020

They also want a personalized experience. 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. Follow on Twitter: @Hyken.

Journey mapping 273

Journey mapping B2C Customer Service B2B 273

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. First, the subtitle of the article mentions personalization. Connect with Shep on LinkedIn.

Customer Service 183

Customer Service B2C B2B Customer Experience 183

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. He was referring to clients who call him for private engagements.

B2C 318

B2C Entertainment B2B Sales 318

ShepHyken

SEPTEMBER 7, 2022

Communication is not limited to B2C companies and brands. . The email included a person and phone number, just in case, there was a problem or question. . Kevin now has a go-to person if there are any issues. . For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

B2C 183

B2C B2B Personalization Sales 183

Bill Quiseng

MARCH 15, 2023

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. Instead, select a person. Employees don’t seek B2B or B2C companies. Service excellence is passion, not attitude or personality.

B2C 88

B2C B2B Education Personalization 88

ShepHyken

NOVEMBER 1, 2021

Also, this article isn’t just for the B2C world. Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. This is across any and every touchpoint, from online to in-person to everywhere in between. .” My Comment: Anytime I can learn a lesson from Amazon, I jump on it.

Customer Service 196

Customer Service B2B B2C Personalization 196

Bill Quiseng

FEBRUARY 21, 2024

This course is a prerequisite for business professionals in the B2C or hospitality industry. Now you know why customers don’t seek B2B or B2C businesses. The value to your customers is in their personalized interactions, not your “cash or credit” business transactions. Welcome to CX 102 or Advanced CX. Human to Human.

B2C 88

B2C B2B Customer Experience Customer Service 88

ShepHyken

NOVEMBER 30, 2020

It could be training, an upgrade to software, etc. No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support. The role of personalization in customer loyalty post-Covid by Nikki Gilliland. CX Relationship Building: Balancing Empathy, Efficiency by Blair Pleasant. (No

Customer Service 214

Customer Service Construction B2C B2B 214

ShepHyken

JANUARY 1, 2024

In 2024, keys to customer success will include better personalization delivered at scale by ramped-up automation and generative AI. All businesses, not just retailers (B2C), need to step up their CX efforts. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 145

Customer Service B2C Feedback Marketing 145

ShepHyken

DECEMBER 24, 2023

On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences. Connect with Shep on LinkedIn.

Customer Service 160

Customer Service B2C B2B Customer Experience 160

aircall

JUNE 2, 2021

This way, any representative who deals with them can quickly access this information and personalize the conversation accordingly. . Video calls are still valuable, though, especially when your customer service teams can’t meet with clients in person. We recommend using the latter for B2C interactions instead. . Video Call.

Personalization 62

Personalization Customer Service B2B Self service 62

ShepHyken

NOVEMBER 11, 2019

AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. Why Is Identity So Important In Today’s Customer Experience?

Customer Service 225

Customer Service Customer centricity B2C B2B 225

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

ShepHyken

MAY 28, 2023

5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry.

Customer Service 162

Customer Service Customer centricity B2C Government 162

ShepHyken

OCTOBER 24, 2022

While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. My Comment: There is a lot of crossover between customer service and CX training. Some training courses are designed for all employees.

Customer Service 130

Customer Service B2C B2B SaaS 130

ShepHyken

SEPTEMBER 14, 2020

I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. In our training programs, we talk about the concept as it relates to adapting to your customer’s behavioral style and personality. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko.

Customer Service 213

Customer Service B2B B2C Call Center 213

ShepHyken

AUGUST 6, 2023

That includes B2C, B2B, and G2C (Government to Citizen). In fact, research shows AI can help boost customer satisfaction when it’s used to offer customers more personalized solutions or to help human employees provide better service than they would without the technological assist. My Comment: I was intrigued by the title.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

MAY 23, 2018

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.”. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Customer Service 243

Customer Service B2B B2C Surveys 243

Beyond Philosophy

MARCH 25, 2019

They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. We had people in to train us all on how to make this decision using this matrix, which was what to look for in a CRM system and how to “score” the presentation for the data we collected on it.

B2B 332

B2B CRM B2C Education 332

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. Dealing with providers is essentially a B2B function while dealing with members is B2C. Losing a B2B customer is a lot riskier than losing a B2C customer. It adds a personalized touch.

B2B 67

B2B B2C Contact Center contact center associations 67

Quality Contact Solutions

OCTOBER 7, 2021

Direct mail and email marketing enable you to get your message out to thousands of people with some personal touch to expect a certain percentage to respond, allowing your sales team to contact them and convert a direct mail lead into a customer. By keeping your team well trained, your business and customers benefit.

B2C 98

B2C B2B Engineering Call Center 98

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B vs. B2C Customer Service. B2B customer service generally parallels the type of support delivered by businesses to consumers, known as B2C customer service. Refund requests. Social media. Use Customer Data Effectively.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Comm100

JUNE 5, 2024

We’ll cover smart strategies for timing your chat prompts, personalizing interactions based on what your customers are browsing, and offering timely assistance that turns hesitation into actual sales. With this key data in hand, you can personalize chat messages to better meet customer needs and help boost your sales.

Abandon rate 52

Abandon rate Chatbots Best practices B2B 52

ShepHyken

JULY 25, 2016

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. The ideas seem slanted for B2C companies, but don’t think they wouldn’t work for any type of company. by Colin Shaw.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ShepHyken

JANUARY 13, 2020

My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B). CMSWire) In the interest of kicking off 2020 on the right foot, here are a few best practices for keeping your personal and professional resolutions going strong.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

Beyond Philosophy

MAY 10, 2016

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., CMC Thought Leadership Principal, Beyond Philosophy.

Marketing 186

Marketing Banking B2C Consulting 186

Beyond Philosophy

AUGUST 30, 2016

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. And, what is the most actionable way to measure it? appeared first on.

B2C 150

B2C B2B Customer advocacy Consulting 150

Comm100

JANUARY 21, 2020

For a customer who is visiting a second time, or from a specific location, a personalized deal might be offered instead (“see something you like? B2B vs. B2C conversion. B2B and B2C digital journeys have their own set of channel preferences. B2B companies have been slower than B2C in adopting digital transformation.

B2C 84

B2C B2B Benchmark Best practices 84

Anexa BPO

MAY 16, 2022

And no matter what your business model might be: B2B, B2C, D2C or B2B2C – your business is to sell products or services to people. Powerful Customer Portals: When you add into the mix the data that customers are personally willing to share with you – their information and preferences – your sales teams can build rich customer relationships.

B2B 52

B2B B2C Business Process Outsourcing outsourcing 52

SmartKarrot

JULY 21, 2020

There are basically two categories in which your business would fit – B2B and B2C. While in the B2C category, you would want to target your product to direct consumers. But, B2B customer success is much different from B2C and we are going to see exactly that in this article. Main differences between B2B and B2C.

B2C 10

B2C B2B SaaS CRM 10

The Northridge Group

MAY 2, 2023

ChatGPT, short for Chat-based Generative Pre-trained Transformer, is a state-of-the-art artificial intelligence (AI)-powered natural language processing (NLP) model created by OpenAI, a company co-founded in 2015 to advance digital intelligence in the way it can interact with humans. Q: What are the key features of ChatGPT based on GPT-4?

Contact Center 67

Contact Center B2C Chatbots B2B 67