ShepHyken

JANUARY 4, 2023

I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   .

Customer Experience 336

Customer Experience Customer Service B2C Self service 336

ShepHyken

NOVEMBER 9, 2020

5 Customer Experience Trends to Use for Ecommerce Growth by Sophia Smith. Women Love Tech) Customer experience is the foundation of success in the competitive e-commerce world, so let’s take a look at the five trends and tips that will guide you to long-term growth and success. My Comment: Let’s turn to eCommerce.

Journey mapping 267

Journey mapping B2C Customer Service B2B 267

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. My Comment: Add five more ideas to the list of trends. Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Follow on Twitter: @Hyken.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

ShepHyken

FEBRUARY 4, 2024

How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old. 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.

Customer Service 151

Customer Service B2B B2C Engineering 151

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. We hope you found these trends valuable!

Customer Service 111

Customer Service Scripts B2B B2C 111

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

B2B 90

B2B Journey mapping B2C Benchmark 90

ChurnZero

JANUARY 4, 2024

“B2B and B2C companies across industries will increasingly recognize the pivotal role that customer success plays in retaining existing clients, driving revenue, and fostering sustainable growth. Stay ahead of 2024’s customer success trends, challenges and opportunities.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

CustomerSuccessBox

JUNE 28, 2021

So keeping in mind the top trends, here is a strategy for you to plan your next Customer Success Budget. Before planning the budget, it’s important we identify the top trends in Customer Success. Top Customer Success trends. Read More: Top Customer success trends. Customer Success Budgeting for 2021.

SaaS 52

SaaS B2C Customer retention Upselling 52

Eptica

JULY 1, 2022

And while it has many similarities to its B2C cousin, it has its own particular challenges. In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success. And while it has many similarities to its B2C cousin, it has its own particular challenges.

B2B 71

B2B B2C Customer Service Best practices 71

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. B2B companies, too, are embracing it as a norm, and the trend is likely here to stay for a long while. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift.

B2B 362

B2B Journey mapping B2C Telecommunications 362

Nicereply

FEBRUARY 25, 2020

Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. These six trends might surprise you, but they should definitely impact the way you think about helping your customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

CSM Magazine

NOVEMBER 11, 2020

The 2021 Customer Support Trends Report shows how the COVID-19 pandemic is impacting support leaders’ annual plans and identifies conversational support as a key strategic area of investment in 2021. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations. About Intercom .

Customer Support 52

Customer Support B2C Chatbots B2B 52

ShepHyken

JANUARY 1, 2024

My Comment: The articles featuring predictions and trends for 2024 continue to flow into my inbox. All businesses, not just retailers (B2C), need to step up their CX efforts. And better digital content will surface if organizations put in place the necessary guardrails for generative AI to fuel the anticipated content surge.

Customer Service 142

Customer Service B2C Feedback Marketing 142

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. Digital Commerce Trends. Digital commerce examples and trends can help your business remain robust and competitive as consumers shift further toward online buying.

Customer retention 52

Customer retention B2C Chatbots Self service 52

aircall

MARCH 22, 2018

And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex. B2B vs. B2C, Small Teams vs. Large Teams, etc.). Performance Measurement. Channel Preferences. Budget Decisions. Training & Development.

Customer Support 59

Customer Support B2C B2B Surveys 59

aircall

MARCH 22, 2018

And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex. B2B vs. B2C, Small Teams vs. Large Teams, etc.). Performance Measurement. Channel Preferences. Budget Decisions. Training & Development.

Customer Support 54

Customer Support B2C B2B Surveys 54

ShepHyken

NOVEMBER 30, 2020

My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. 5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…) by Michael Hinshaw. Here’s how a B2B construction equipment made the move.

Customer Service 207

Customer Service Construction B2C B2B 207

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.

B2C 38

B2C Customer Experience B2B Journey mapping 38

Answer Dash

MAY 7, 2018

Here are some important trends and statistics to keep in mind - and how to keep your business on the right track. 32% of B2C CMOs see improving customer experience as a top three objective. 32% of B2C CMOs see improving customer experience as a top three objective. The figure stands at 23%for B2B,” ( Forrester ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

ShepHyken

OCTOBER 28, 2019

The 6 Customer Experience (CX) Trends Every Company Must Get Ready For Now by Bernard Marr. Forbes) In order to become and remain competitive, companies need to tap into the latest technologies and customer experience trends. Here are 6 customer experience trends every company must get ready for. I look forward to the future!

Customer Service 136

Customer Service Customer centricity B2C B2B 136

ShepHyken

AUGUST 6, 2023

That includes B2C, B2B, and G2C (Government to Citizen). Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time.

Customer Service 156

Customer Service B2C Customer retention Government 156

aircall

MARCH 22, 2018

And in addition to those big-picture trends, there were all kinds of interesting comparisons to be made between survey segments (ex. B2B vs. B2C, Small Teams vs. Large Teams, etc.). Performance Measurement. Channel Preferences. Budget Decisions. Training & Development.

Customer Support 48

Customer Support B2C B2B Surveys 48

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. While ancillary products are not a new concept, the sophistication with which they are merchandised has entered new territories thanks to artificial intelligence-led innovations.

Customer Service 161

Customer Service Customer centricity B2C Government 161

ShepHyken

SEPTEMBER 14, 2020

I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. NobelBiz) Our eBook will take an in-depth look at how trending consumer preferences are actively influencing the contact center space. My Comment: Your website is a powerful opportunity to deliver a better customer experience.

Customer Service 212

Customer Service B2B B2C Call Center 212

Cincom

APRIL 12, 2021

Lean seems to be a business trend rooted in the physical processes associated with reducing waste. The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer.

Sales 99

Sales Technology B2C Customer Experience 99

ShepHyken

JUNE 5, 2017

Small Business Trends) Brian Solis gives an overview of the top trends that retail businesses can use to survive and thrive in today’s environment. My Comment: It’s nice to see an article on CX that is focused on manufacturing and B2B (and not just customer facing or B2C types of businesses). Top Five Bonus.

Airlines 185

Airlines Customer Service B2B B2C 185

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017.

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

Peter Lavers

SEPTEMBER 6, 2018

The insights he has derived from these engagements give him a unique perspective on what does and doesn’t work in the fields of B2B and B2C customer management.

Customer Service 100

Customer Service Automotive B2C CRM 100

ChurnZero

MAY 6, 2022

That’s easier to do in B2C. Find out what’s behind this trend in our blog, “ Where is Customer Success headed in 2022? ”. Then in the end, it’s like, well, who’s going to buy it? Having a target buyer in mind with that pain is super important.”. Category creators face more challenges in B2B. “I I love innovation and being first.

B2B 98

B2B B2C SaaS Metrics 98

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. Consider two types of loyalty; behavioral and attitudinal.

Customer Service 180

Customer Service B2C B2B Customer retention 180

Natalie Petouhof

JANUARY 19, 2016

One of the TRENDS at #oraclecloud is to have all data in one place, analyzed to help brands to deliver the right message, at the right & real time, which results in much better customer experiences #cx for the customer and better business results for the brand. This is a huge challenge that needs to be solved.

B2B 60

B2B SaaS B2C Advertising 60

Advantage Communications

FEBRUARY 14, 2019

The digital economy and the evolution of new technologies are changing the way B2C companies must serve and engage their customers. Those which keep up with new trends will not only realize significant benefits but will also be able to provide a superior customer experience (CX).

B2C 53

B2C Customer Experience Customer Service Technology 53

Anexa BPO

MAY 16, 2022

The reports are in, and B2B trends for 2022 are all about a laser-like focus on the customer and improving CX. And no matter what your business model might be: B2B, B2C, D2C or B2B2C – your business is to sell products or services to people. But let’s focus on B2B. In order to really get this right, you need input from your customers.

B2B 52

B2B B2C Business Process Outsourcing outsourcing 52

TeamSupport

OCTOBER 8, 2020

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2.

B2C 59

B2C B2B Enterprise CRM 59

Fonolo

FEBRUARY 6, 2020

While consumer-to-consumer SMS is already ubiquitous, the medium is gaining rapid popularity for B2C and B2B interactions, including for customer service. NEW REPORT – Call Center Trends 2020: A New Age for the Contact Center. Several trends are poised to make a significant impact on contact centers in 2020.

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Cincom

APRIL 12, 2021

Lean seems to be a business trend rooted in the physical processes associated with reducing waste. The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer.

Sales 52

Sales Technology B2C Customer Experience 52

Anexa BPO

MARCH 20, 2023

While successfully meeting the needs of individual customers (B2C) can be an art form unto itself, servicing B2B customers tends to raise the stakes. And the digital revolution will continue to support this trend. It is the single most determining factor that supercharges revenues, reputation, and customer loyalty.

Customer Service 52

Customer Service B2B B2C outsourcing 52