ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Technology solutions are the need of the hour. Ever since technology has become a part of remote selling, consumer interactions have witnessed a massive disruption. Accelerating connectivity through technology.

B2B 365

B2B Journey mapping B2C Telecommunications 365

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. This week he emphasizes B2B must think like B2C. Here are my top five picks from last week.

B2B 156

B2B Customer Service B2C Advertising 156

CSM Magazine

MAY 5, 2023

Clearly there’s a direct link between reductions in consumer spending and the performance of B2C brands. The reality is that all of us will have to fight harder to win the hearts and minds of our customers over the coming few years, and that of course means a renewed focus on the people and technologies that drive your service delivery.

Technology 52

Technology Customer Service B2C Consulting 52

ShepHyken

AUGUST 1, 2022

What’s more, less than half are investing in new or improved customer engagement technologies, and only 40 percent say they are effectively using data to send customers the right message at the right time via the right channel. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies.

Brand ambassadors 174

Brand ambassadors B2C Customer Service B2B 174

ShepHyken

SEPTEMBER 15, 2020

As with any new technology, there always needs to be a human fallback. Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. About: Geoff Webb is the Vice President of Products at PROS , where he works with technology, marketing and go-to-market teams.

B2C 308

B2C B2B Self service Sales 308

CCNG

FEBRUARY 15, 2023

It is about a technology-generated discontinuity that will compel businesses to compete in a totally new way.” “In Use technology wisely and appropriately, but always focus on the customer experience first and not on saving money by using technology. IT DOESN’T MATTER…B2C OR B2B. We are all customers.

Personalization 195

Personalization CCNG Customer Service B2C 195

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. This could look like technologies to enhance customer support and adding digital touchpoints.

Technology 77

Technology Multichannel B2C Customer Care 77

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. ” About: Ricardo Samuel Saltz Gulko is a global strategist focused on customer experience, operations simplification, technology design, and culture transformation.

B2C 156

B2C B2B Feedback Customer Experience 156

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. If you want to provide the best experience, it’s always preferred to combine technology with human resources.

Technology 52

Technology Customer Service Chatbots B2C 52

ShepHyken

FEBRUARY 4, 2024

My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. There’s not a lot of difference. Buyers/procurement professionals are still consumers at some level. For many B2B companies, this article is spot on.

Customer Service 152

Customer Service B2B B2C Engineering 152

Cincom

APRIL 12, 2021

How do Lean Principles Relate to Digital Technology? But how can it possibly be related to digital, digital being technology-based ? In its simplest form, digital is a binary code made up of ones and zeros—abstract to those of us who have just skimmed the very surface of technology. Let’s take it one step further.

Sales 52

Sales Technology B2C Customer Experience 52

ShepHyken

SEPTEMBER 10, 2023

My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. You may have already experienced one or all of these technologies, but today is just the tip of the iceberg. And here’s another term to consider: generative loyalty. Here’s how.

Customer Service 198

Customer Service B2C Customer retention B2B 198

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. Some jumped in head first, while others are “dipping their toe in the water” before investing in the technology. For many companies, they are still talking about how to best use AI.

Customer Service 156

Customer Service B2C B2B Customer Experience 156

ShepHyken

FEBRUARY 20, 2023

The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. Plus, Bill discusses the technologies used to capture data and what it means to brands and customers. Customer trust is important. You can personalize the journey based on context.

Personalization 162

Personalization Customer Experience B2C B2B 162

Totango

FEBRUARY 11, 2022

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. Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital.

B2B 107

B2B Customer Experience B2C SaaS 107

ShepHyken

JULY 13, 2018

If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Relationship building is just as crucial in B2B as in B2C for some very good reasons. Customer mapping is just as essential for B2B as it is for B2C. Final Words.

B2C 38

B2C Customer Experience B2B Journey mapping 38

ShepHyken

NOVEMBER 1, 2021

Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.” Also, this article isn’t just for the B2C world. And most of them are somewhat easy to implement.

Customer Service 192

Customer Service B2B B2C Personalization 192

Hero Digital

MARCH 9, 2020

This evolution of personalization across B2B and B2C initially started with handcrafted campaigns, eventually leading to mass campaigns, customizations, and now sophisticated omnichannel experiences. Humans are naturally great at personalization—we just need to translate this into our technology. And that’s where the magic happens.

Personalization 52

Personalization Technology B2C B2B 52

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. That includes B2C, B2B, and G2C (Government to Citizen).

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. (Diginomica) How do you enrich the customer experience amidst the current turbulence?

Customer Service 314

Customer Service B2B Journey mapping Chatbots 314

Totango

SEPTEMBER 7, 2021

B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. Why Are B2B Client Engagement Strategies Different from B2C? Develop a 360 View of Your Customers.

B2B 80

B2B B2C Best practices Self service 80

Up Your Service

APRIL 30, 2017

Because winning with Service today is an essential strategy in EVERY industry, and only those with direct B2C contact like retail, hotels, and restaurants. This review first posted on the technology blog: [link] ) Thank you, Daniel. The post Uplifting Service – Book Review from Technology Guru appeared first on UP Your Service.

Technology 75

Technology B2C Government Service level 75

Anexa BPO

APRIL 26, 2023

While customer loyalty remains a hard and fast goal for B2C organizations, challenges like increased costs of marketing, shifting consumer behavior and a myriad of other sales-related issues cause businesses to struggle. Let’s take a look at one of the most successful.

B2C 52

B2C outsourcing Customer centricity Best practices 52

ShepHyken

MARCH 23, 2021

Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done. What are the similarities between B2B and B2C companies? They discuss how valuable customer love is to succeed in an ever-changing world of business. How can companies stay relevant in today’s digital world?

B2C 198

B2C B2B Metrics Technology 198

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. How does innovation create value?

B2C 59

B2C B2B Technology Customer Experience 59

ShepHyken

MAY 28, 2023

My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. This article delivers five lessons on balancing technology with the human-to-human approach to taking care of customers (guests, passengers, etc.) I refer to this as a hospitality mentality.

Customer Service 162

Customer Service Customer centricity B2C Government 162

Infinity

APRIL 27, 2022

What are the key differences between B2C and B2B marketing? The key difference between B2C and B2B marketing lies in how the two are perceived, both by businesses and marketers. Too often we get preoccupied with how we should be adapting our communications for B2B and B2C audiences.

Marketing 96

Marketing B2C B2B SaaS 96

Bill Quiseng

JUNE 21, 2023

So, if other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better. Customers don’t seek B2B or B2C businesses. They engage in businesses that are H2H. Human to Human. One to One. Heart to Heart.

B2C 134

B2C B2B Personalization Customer Support 134

ShepHyken

SEPTEMBER 20, 2019

Simply put, B2B support is significantly different than B2C support. With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. The key is to leverage technology to break down these dated silos.

B2B 268

B2B Customer Support CRM B2C 268

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.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

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

Quality Contact Solutions

JANUARY 7, 2022

You don’t have to hire, train, and manage: When you outsource to a BPO services company, the cost includes hiring, training, managing, technology, benefits, etc. Technology: BPO services provide access to the latest technology. Services: Some BPO services providers are very specialized in their services.

Business Process Outsourcing 98

Business Process Outsourcing Telemarketing outsourcing B2C 98

ShepHyken

FEBRUARY 22, 2019

Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets. Read Shep’s latest Forbes article: AI: The Technology Penicillin Of The 21st Century. They provide great CX lessons!

B2C 270

B2C B2B Customer centricity Employee engagement 270

ShepHyken

NOVEMBER 11, 2019

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. My Comment: There are review sites for virtually any industry – B2B and B2C. So, do you know who your customers are? More specifically, do you know who each customer is?

Customer Service 223

Customer Service Customer centricity B2C B2B 223

TechSee

APRIL 23, 2019

Predictive Analytics Applied to B2C. While the concept of predictive maintenance has been around for decades, it is only recently that advances in AI have enabled enterprises to take full advantage of the possibilities – and now, largely thanks to the IoT, the principles from industry are being applied to the B2C realm.

B2C 104

B2C Automotive Analytics Enterprise 104

ShepHyken

FEBRUARY 25, 2019

Forbes) Rapid technological advances have created opportunities for smaller companies to serve customers around the world and effectively compete with larger companies for new customers. CX is for retail brands, as in B2C. Build A 5-Star Customer Experience With Artificial Intelligence by Alston Ghafourifar and Michael Evans.

Customer Service 219

Customer Service B2B B2C Consulting 219

The Northridge Group

MAY 2, 2023

Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5, This technology equips ChatGPT to hold conversations about almost anything without any prior programming or configuration.

Contact Center 67

Contact Center B2C Chatbots B2B 67