GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

OCTOBER 18, 2023

Drawing on exclusive data collaborations with industry leading B2C brands, Optimove has unearthed valuable insights over the past three years that can elevate your marketing game during this critical sales period. The key is to employ Customer-Led Marketing and make sure campaigns start with the customer. The takeaway?

Insights 78

Insights Multi-Channel Omnichannel B2C 78

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. What is Brand Loyalty and How Can You Build It? billion market of 2018.

Article 147

Article 2021 Customer Service 2026 147

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Let’s look at some other major differences between B2B and B2C customer experience. #1.

B2B 52

B2B Customer Experience B2C Social Media 52

Bill Quiseng

MARCH 7, 2016

While I set out to accomplish a task on my terms and the way I needed to do it, I discovered that some of the best companies just do not have the people or processes in place to adequately service customers in nontraditional ways. Power, 67% of consumers have used a company’s social media channel for their customer service needs.

Social Media 123

Social Media Customer Service Brands 2011 123

ShepHyken

SEPTEMBER 7, 2022

Communication is not limited to B2C companies and brands. . It creates confidence and credibility and gives the customer a sense of control. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. On the contrary! Follow on Twitter: @Hyken.

Communication 73

Communication B2C Workshop B2B 73

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. In the past, I’ve referred to this as the Amazonation of the world.

Reference 65

Reference B2C Workshop Customer Service Training 65

CSM Magazine

OCTOBER 5, 2021

Customer experience (CX) is the focus of every single touchpoint a customer ever has or will have with a company or with the company’s brand. are all in focus for those managing a brand’s customer experience. Customer experience requires everyone at a brand to devote thought to it.

Customer Experience 52

Customer Experience B2C B2B Touchpoint 52

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. Popular companies and brands include Amazon, Apple, Nordstrom, Zappos, and others recognized for amazing service and customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

B2C 155

B2C Customer Service Training B2B Leadership 155

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The conversations in the fitness space are completely unusual,” said Marden.

2020 52

2020 Brands E Commerce Travel 52

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

JUNE 7, 2021

(strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. My Comment: A loyalty program for B2B? Absolutely!

Article 135

Article 2021 Customer Service Loyalty Programs 135

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Also, this article isn’t just for the B2C world. Go to The Customer Focus to learn more about our customer service training programs.

Article 79

Article 2021 Customer Service Retail 79

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Again it’s about the brand, not the customer.

Brands 54

Brands Customer Experience Social Media 2008 54

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. Connect to brand and subscription to understand where exactly pain points and revenue issues might crop up.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. How to Unite as a Brand.

B2B 95

B2B B2C Customer Centricity Sports 95

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Article 90

Article 2019 Customer Service Customer Centricity 90

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. In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back.

Article 52

Article 2022 Customer Service Retail 52

Beyond Philosophy

JUNE 7, 2016

Maybe Merriam-Webster thinks that lagniappe has caught on, but customers would be hard-pressed to find it consistently in experiences they receive from most b2b and b2c organizations. Chip has written that “We are reaching the limits of value-added service (taking what customers expect and adding more).

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

ShepHyken

MAY 23, 2018

And, what happens when a customer doesn’t receive the customer service they expect? The NewVoiceMedia reports that “Brands are failing to create the positive, emotional experiences that drive customer loyalty.” That failure results in 67% of customers becoming what they call “serial switchers.” They switch!

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Follow on Twitter: @Hyken.

2021 86

2021 Article Customer Service Retail 86

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

Article 56

Article 2020 Customer Service Omnichannel 56

ShepHyken

OCTOBER 28, 2019

Four Brands Getting Customer Experience Right by Ryan Hollenbeck. Chief Marketer) Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never been more important. Here are four examples from four brands on how they are delivering a great customer service experience.

2019 54

2019 Article Customer Service Loyalty Programs 54

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. Customers want an easy and smooth transaction.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. So, just how mature are you when it comes to customer experience? Follow on Twitter: @Hyken.

Article 108

Article 2019 Customer Service B2B 108

ShepHyken

FEBRUARY 12, 2018

Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. But I think we should embrace the flip side and remember that every satisfied customer is also a building block to our success ” — Lana K.

Article 78

Article 2018 Net Promoter Score Customer Service 78

ShepHyken

MAY 4, 2020

Customer Experience is the way! At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. ” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be.

Article 96

Article 2020 Customer Service Contact Center 96

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry. Example?

B2B 59

B2B B2C Transportation Voice of Customer 59

ShepHyken

FEBRUARY 10, 2020

The author gives us a little history and some current insights into what we need to do in the digital age of customer service. The Website Group) Read on for a list of 10 marketing techniques that Apple has used to build one of the most well-known brands in the world! They should be focusing on their clients’.

2020 106

2020 Article Customer Service Customer Retention 106

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

ShepHyken

JULY 2, 2018

Good info that everyone should consider if they want to build a stronger relationship with their customers and give them a better experience. 5 Tips for IT to Better Manage the Customer Experience by BizReport. How to Really Hear and Use Customer Feedback by Jason McCann. Entrepreneur) Listening to criticism pays off big time.

Article 75

Article 2018 Customer Service B2C 75

Help Scout

APRIL 27, 2021

Using real-world stories from companies like Fidelity, Mayo Clinic, and other known brands, authors Manning and Bodine highlight the significant discoveries and gains companies achieve when they change from an “inside out” focus to an “outside in” approach.

Books 117

Books Customer Experience Retail Chief Customer Officer 117

ShepHyken

AUGUST 20, 2018

Critical areas of the digital customer experience by Natalia Hawkins. MyCustomer) Over the past couple of decades, the concept of being able to conduct business operations virtually (both in a B2B and B2C setting) has caused a huge ripple effect for companies across the board. My Comment: How much digital is too much digital?

Article 69

Article 2018 Customer Service B2B 69

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. Customers are getting more comfortable with alternative support channels. Traditionally customers called. Now they like to text.

2018 72

2018 Article Customer Service Loyalty 72

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Prompts them to share their awesome experience with your brand on public platforms.

2020 66

2020 Customer Experience E Commerce E-support 66

ShepHyken

JUNE 5, 2017

Brands unclear who should take responsibility for customer experience by Charlotte Rogers. Marketing Week) Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. My Comment: Who should own CX? Top Five Bonus.

2017 74

2017 Article Airlines Customer Service 74