InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

TechSee

AUGUST 15, 2021

decrease in customer satisfaction . When dealers are responsible for the warranty management services, the manufacturers are required to reimburse their dealers for repairs performed on equipment under warranty. Assisted Service. Self-service. B2B Warranty Cost Management Using Vision. computer OEMs .

Management 207

Management Contact Center B2B Innovation 207

Team Support

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. Know your customers.

B2B 105

B2B Social Media Loyalty Document 105

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

2024 67

2024 E Commerce Article Loyalty Programs 67

GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Well, not exactly. All you have to do is follow the suggestions below. .

Customer Service 259

Customer Service B2C B2B Customers 259

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

2023 136

2023 Customer Service Customer Experience B2C 136

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

2021 126

2021 Article Customer Service B2B 126

Team Support

SEPTEMBER 8, 2022

If the guitar metaphor isn’t working for you, this is exactly what it can be like for customers when you don’t offer self-service options. Self-service is the DIY of the digital epoch. 75% of customers believe it’s important for brands to offer a full self-service option.

E-support 98

E-support B2B Webinar Customer Centricity 98

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement B2C Customer Success 80

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play.

B2B 52

B2B Feedback Customer Service Touchpoint 52

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service.

Customer Service 231

Customer Service Customer Experience E Commerce E-support 231

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Offer self-service functionalities through community and knowledge centers. Analyzing extensive datasets to forecast trends.

Customer Success 91

Customer Success 2023 B2B Customer Relationship Management 91

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service?

B2B 91

B2B Customer Success Customer Service B2C 91

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Embrace AI. Measure what matters.

Customer Experience 88

Customer Experience B2C Government B2B 88

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. My Comment: Self-service is great until it doesn’t work.

Article 66

Article Customer Service 2023 Contact Center 66

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 82

B2B Net Promoter Score Social Media Customer Success 82

SurveyGizmo

NOVEMBER 11, 2021

Now, as workers return or plan to return to work , we are back to living B2B lives during part of the day. The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too. What Do B2B Consumers Want?

B2C 98

B2C B2B E Commerce 2022 98

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 99

B2B Customer Journey Mapping Social Media Net Promoter Score 99

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. Throughout that customer’s lifecycle. For a change.

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

Team Support

SEPTEMBER 23, 2020

The main focus of B2B companies is to offer unmatched support to their customers. Failing to do so will increase the likeliness of customer churn and also damage their reputation.That’s why an increasing number of businesses are leveraging AI every year to enhance their brand and provide a level of support required to stay competitive.

B2B 96

B2B Consulting Customers Brands 96

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. There’s no doubt that customer success (CS) has become existential to SaaS.

2023 59

2023 Customer Success Multi-Channel B2B 59

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative. But is it worth it?

B2B 52

B2B 2023 Feedback Multi-Channel 52

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. Budgets have run tight, making buyers selective about what they pick.

B2B 147

B2B E Commerce B2C E-support 147

One Millimeter Mindset

SEPTEMBER 11, 2018

When you use social communication to request to connect and then immediately ask me to provide free services to you, that is straight up out of order. I’m working on groundbreaking XXX technology for B2B sales and marketing. And certainly no interest in retaining my professional services. Self-serving or not. No pitching.

Communication 167

Communication Social Media B2B Connections 167

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age. In B2B buying, the stakes are incredibly high.

E Commerce 124

E Commerce E-support Omnichannel B2C 124

eGain Blogs

APRIL 10, 2023

According to them, knowledge management (KM) is the #1 technology that simultaneously improves operational performance, customer experience, and employee experience, and we agree. They are all focused on the customer service function but if also leveraged by other business functions, KM can help reduce costs across the entire enterprise!

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

Customer Bliss

MAY 23, 2018

In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. Carolyne has spent her career leading work in the customer service and experience industry. Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience E Commerce Travel 197

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience.

Customer Experience 98

Customer Experience B2B Customer Centricity Customers 98

Integrity Solutions

JULY 20, 2021

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople also gain a lot of credibility with their customers.

Sales 126

Sales B2B Insights Technology 126

Team Support

AUGUST 5, 2020

In Part 1 of this blog series we started exploring tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. Now in Part 2 of this series, we’ll explore one way that customers can speed up the time to ticket resolution with live chat. Let’s Chat! That is the Question.

B2B 89

B2B B2C Customers Blog 89

Team Support

APRIL 15, 2021

Customers are often in need of assistance and expect smooth interactions with the company. Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Technology is making an increasingly significant contribution to customer service.

Technology 106

Technology Multi-Channel B2B Retail 106

PK

SEPTEMBER 4, 2019

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles. This has implications for everyone working with Millennials throughout the B2B buying journey – and ultimately the journey of turning customers into advocates.

B2B 73

B2B B2C Loyalty Sales 73

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Fewer customers now require assistance from live agents to pay bills or carry out other simple tasks. Helping customers resolve tricky issues puts pressure on the contact center in several ways.

Call Center 124

Call Center Contact Center Culture Average Handle Time 124

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. Here are my top five picks from last week.

2021 96

2021 Article Customer Service B2B 96

ClearAction

JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. I lived in Silicon Valley for the past 3 decades and saw the inside story across a wide variety of applications of customer success technology. Why We Expect a Lot from Customer Success Technology Why?

Technology 62

Technology Customer Success 2009 Consulting 62