Bill Quiseng

MAY 10, 2023

EMOTIONAL CONNECTION To earn customer loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. HUMAN TO HUMAN Customers don’t go to B2B or B2C companies. Focus on the customer, not technology.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

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. Innovation remains the answer to most obstacles that lie in the journey ahead. Accelerating connectivity through technology. Aligning marketing and sales.

B2B 146

B2B E Commerce B2C E-support 146

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. Here’s how.

Article 79

Article 2023 2028 Customer Service 79

Customer Bliss

MAY 23, 2018

She was interested in moving up within the company and ultimately became responsible for the contact center technologies under the Cendant Umbrella. When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers.

Sports 197

Sports Customer Experience E Commerce Travel 197

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 40

Connections Insights Culture B2C 40

TechSee

APRIL 2, 2019

The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. However, most of these innovations revolve around language. Today’s contact centers face a daunting challenge. What is Computer Vision AI?

Contact Center 174

Contact Center Average Handle Time Insurance B2C 174

Oracle

MAY 26, 2020

Pella, a window and door-making company, has been bringing innovation into people’s homes for over 90 years. Pella has become a leader in technology and product innovation with more than 150 product and design patents. In short, customer service directly impacts brand loyalty.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

ShepHyken

MAY 28, 2023

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. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry.

2023 64

2023 Article Customer Service Books 64

One Millimeter Mindset

SEPTEMBER 17, 2018

In today’s digitally connected, Industry40 business environments, everyone throughout an organization becomes an integral component of customer service delivery. Through sensor-based feedback loops displayed on screens in B2B as well as B2C settings. That means we assume customer service is someone else’s responsibility. Even leading.

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

ShepHyken

MARCH 23, 2021

Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done. Customer love is the feeling that you can count on a brand to give you what you need and more, along with a feeling of alignment or spiritual connection. What are the similarities between B2B and B2C companies?

B2C 79

B2C B2B Metrics Customer Journey 79

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. Innovation doesn’t need to be sexy.

B2C 23

B2C B2B Innovation Technology 23

Magellan Solutions

AUGUST 30, 2021

Amidst the rapid growth of technology, game development also started to transform itself to quickly adapt to the rapid need and demand of customers. The Gaming Industry, Trend and Innovation Overview. Businesses need to have a good B2C telemarketing strategy in place because it helps them receive greater response rates. .

2026 52

2026 B2C Call Center Contact Center 52

Oracle

JANUARY 28, 2019

Consumers today are more connected, have more choice, and expect a frictionless transaction process. At NRF 2019 , vendors from across the globe showcased innovations in omnichannel retail technology that will breathe new life into the way we shop and consume. The experience economy is upon us.

Retail 70

Retail B2C Omnichannel 2022 70

One Millimeter Mindset

SEPTEMBER 27, 2018

And yes, for those STEM professionals (Science-Technology-Engineering-Mathematics) reading this post, I can feel you shudder. However, as we hone our professional expertise, targeting perfection, often it is our communicated imperfection, in dialogue, which creates the greatest connection.

Blog 70

Blog Customer Retention B2C Workshop 70

ShepHyken

AUGUST 20, 2018

Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. Domino’s Pizza Serves Up Innovations In Customer Experience (CX) To Drive Business Growth b y Brian Solis.

Article 69

Article 2018 Customer Service B2B 69

Oracle

MARCH 24, 2020

In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Trend #2: Utilizing AI and other emerging technologies. Scale if necessary. What is B2Me?

Marketing 108

Marketing Customer Experience Customer Centricity B2C 108

Second to None

APRIL 12, 2019

1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle. Personalization highlights the human factor of a B2C relationship. Customer interests are always changing, along with technology and market trends.

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

SurveySensum

JANUARY 12, 2024

It explores strategies that capture the essence of customer sentiments, foster a genuine connection, and elevate the CX game in an era where authenticity and personalized engagement are the keys to success. The secret to using customer feedback as a tool for establishing solid, one-on-one connections is personalization.

Feedback 52

Feedback Engagement Customer Journey Mapping Social Media 52

Gainsight

APRIL 10, 2023

B2B customers are expecting round-the-clock help (similar to B2C customers). According to Salesforce’s 2023 State of the Connected Customer report, 57% of users prefer self-service over human interaction. CS teams are struggling with burnout, as they’re being asked to do more with less and deliver on customer expectations.

2023 59

2023 Customer Success Multi-Channel B2B 59

Forrester's Customer Insights

JUNE 17, 2020

Product makers have pushed tech smarts beyond our phones and PCs into gear and gadgets, but many smart, connected products are not so smart. Whether it’s the latest connected harvester or a new smart speaker, the user experience often falls short of rising expectations.

Connections 38

Connections User Experience B2C Technology 38

Oracle

AUGUST 6, 2019

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Leveraging Connected Data Across the Marketing Lifecycle. Here are 5 of the upcoming, fascinating marketing sessions.

2019 47

2019 Marketing B2C Roadmap 47

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Many B2C companies use us and they want to talk to their customers, to find out what’s going on. Absolutely.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

TechSee

JULY 2, 2019

But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service. The jam joke: an agent at a top UK telco was struggling to understand why there was a connectivity issue with a set-top box.

Customer Service 104

Customer Service Contact Center B2C Customers 104

Talkdesk

JULY 31, 2017

We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. Many B2C companies use us and they want to talk to their customers, to find out what’s going on. Absolutely.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Pink Guava

APRIL 26, 2020

The future is either we are working in technology or with technology. Strategy or Innovation - How are you doing as a company with your customers and all the stakeholders, included? or maybe you were in B2C business and now with social distancing customers will be extremely wary? And there is no escape from it.

Social Media 84

Social Media Financial Innovation 2008 84

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Use technology to connect directly with your customers and listen to their needs.

Customer Relationships 79

Customer Relationships Engagement Marketing B2B 79

TechSee

JANUARY 25, 2023

Below is a partial list of field service influencers who challenge the industry to up its game by innovating through technology or process improvements to improve service delivery. He architected the strategy and led IoT and M2M projects that leveraged technology to transform business processes and operations.

2023 41

2023 Management Automotive Leadership 41

Forrester's Customer Insights

JUNE 20, 2022

Paris was the center of innovation and technology last week. The 2022 edition of Viva Tech in Paris was a great success with more than 90,000 in-person visitors and 300,000 digital connections.

2022 49

2022 Innovation Events Technology 49

West Monroe

AUGUST 29, 2022

There’s a digital transition underway in many industries—from connected to intelligent to autonomous. Through IoT connectivity among products, manufacturing operations, vehicles, and buildings, people can now begin to monitor factory systems more intelligently. Do you want to monetize content and virtual assets?

2022 52

2022 Definition Leadership Consumers 52

West Monroe

AUGUST 29, 2022

There’s a digital transition underway in many industries—from connected to intelligent to autonomous. Through IoT connectivity among products, manufacturing operations, vehicles, and buildings, people can now begin to monitor factory systems more intelligently. Do you want to monetize content and virtual assets?

2022 52

2022 Definition Leadership Consumers 52

Lumoa

NOVEMBER 30, 2022

Now, technologies such as AI and machine learning are driving highly personalized customer experiences. Conversational AI is a browser-based messaging service that connects customers with the platforms they use. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 83

Retail Customer Experience E Commerce Virtual Agent 83

Magellan Solutions

FEBRUARY 19, 2021

Since the virus is here to stay, businesses need to make innovation to make business meetings possible. Thanks to the emergence of many technologies, appointment setting becomes virtually possible. Appointment setting services are either B2B or B2C, outbound or inbound. But what is it in the first place? Why is it so important?

Call Center 52

Call Center B2C Sales B2B 52

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. The beauty of asking these two questions is that the answers can lead you to existing technology.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

TechSee

SEPTEMBER 3, 2019

After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. In other words, physical proximity is largely meaningless on a hyper-connected planet. What’s the first thing you imagine? Cubicles, right?

Contact Center 84

Contact Center B2C 2023 ROI 84

CX University

JANUARY 15, 2020

A brand like Late July Snacks is a great example of a product that achieves great flavor and has all the good-for-your and product-innovation boxes checked, creating an awesome brand experience. Ecommerce/Technology. When it comes to CX there is much more than just customer service.

Airlines 52

Airlines Social Media 2025 B2B 52

Up Your Service

FEBRUARY 24, 2019

This day is packed with insights and innovations about technology, learning, and careers transformation to make service and society better. with an inside look at how Monash University is serving students, faculty, and the community through digital channels that connect with the physical world.

2019 40

2019 B2C Travel B2B 40

Oracle

MARCH 2, 2020

Over 40 of these sessions will focus on the most relevant, cutting-edge trends and technology across business functions including marketing, sales, service, commerce, and more. Driving Innovation with CX Journey Mapping. Connect Business Applications ERP, HCM, CX to Create the Experience Economy.

2020 40

2020 Retail Customer Centricity B2C 40