ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company. Follow on Twitter: @Hyken.

Article 149

Article 2021 Customer Service B2C 149

ShepHyken

AUGUST 1, 2022

(CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. Can you deliver?

Article 69

Article 2022 Customer Service B2C 69

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. The post How to Measure Customer Retention appeared first on Shep Hyken.

Customer Retention 165

Customer Retention Measurement B2C Customer Service Training 165

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

B2C 125

B2C Customer Service Training B2B Definition 125

ShepHyken

FEBRUARY 10, 2021

Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. So, when does the customer start making the decision to buy? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. They may call us or visit us. Follow on Twitter: @Hyken.

Magazine 125

Magazine Entertainment B2C Customer Service Training 125

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. Reports and Data expect the global chatbot market to reach $10.08

Article 144

Article 2021 Customer Service 2026 144

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 72

Communication B2C Workshop B2B 72

ShepHyken

APRIL 18, 2023

It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level. In the past, I’ve referred to this as the Amazonation of the world.

Reference 64

Reference B2C Workshop Customer Service Training 64

Customer Bliss

APRIL 4, 2018

Donna learned that when it comes to prioritizing initial work to improve customer-focused operations, you must first understand how the company d efines and communicates the role and value of the CCO. Determine Customer Growth, Loss, and Retention. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

B2C 152

B2C Customer Service Training B2B Leadership 152

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. Most B2C is pretty transactional.

B2B 95

B2B B2C Customer Centricity Sports 95

ShepHyken

JANUARY 18, 2021

My Comment: Here’s a compilation of customer service and experience experts sharing their insights on B2B trends post-COVID-19. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 125

2021 Article Customer Service B2B 125

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Many of the same principles in a B2C loyalty program apply to B2B. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. My Comment: A loyalty program for B2B?

Article 133

Article 2021 Customer Service Loyalty Programs 133

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. About Robert. 15+ years working in the digital industry.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

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 89

Article 2019 Customer Service Customer Centricity 89

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. Follow on Twitter: @Hyken.

Article 76

Article 2021 Customer Service Retail 76

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 83

2021 Article Customer Service Retail 83

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

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. Follow on Twitter: @Hyken.

Article 83

Article 2020 Customer Service B2C 83

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Article 95

Article 2020 Customer Service Contact Center 95

ShepHyken

MAY 23, 2018

And, if the company provides good service, 66% of customers would be more loyal and 65% would be willing to recommend the company, and my favorite stat, 48% would spend more. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Poor Customer Service 96

Poor Customer Service Customer Service B2B B2C 96

ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

2020 85

2020 Article Customer Service Net Promoter Score 85

ShepHyken

MARCH 25, 2020

Customers of all types of businesses, B2C and B2B, are frustrated, have less patience, are angry and even scared. That means delivering the customer service experience your customers expect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 101

Customer Service Training Customer Service B2C B2B 101

ShepHyken

FEBRUARY 25, 2019

(Forbes) There is evidence that many B2B companies have still not grasped these fundamentals and the role they play in delivering a well-designed, consistent and connected customer experience. CX is for retail brands, as in B2C. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

2019 87

2019 Article Customer Service Guest Experience 87

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. 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. Do you have an app or thinking about developing one?

Article 51

Article 2022 Customer Service Retail 51

ShepHyken

NOVEMBER 16, 2020

While retail leads the way in this, they also set the tone for all types of businesses (B2C and B2B). This article has some good ideas on how to improve the eCommerce experience your customer has with you and your company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 83

2020 Article Customer Service E Commerce 83

ShepHyken

JANUARY 13, 2020

My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B). Here are some very good ideas on how to manage an unhappy or complaining customer. It’s not rocket science, but it doesn’t have to be. Follow on Twitter: @Hyken.

2020 93

2020 Article Customer Service Retail 93

ShepHyken

OCTOBER 28, 2019

My Comment: While the article implies that these six customer experience trends are for every company, I can’t agree. But, what I can tell you is that there are at least three or four (and for some, all six) that any company, in any type of industry (B2B or B2C), could consider. Super-charge the Journey to Customer-Centric Culture.

2019 54

2019 Article Customer Service Loyalty Programs 54

Help Scout

APRIL 27, 2021

This easily transfers into the B2C or B2B relationship and should influence the creation of great customer experiences. Instead of beginning with organization elements such as process and management, this book recommends you start in reverse by considering what experience you wish to create for your customer.

Books 117

Books Customer Experience Retail Chief Customer Officer 117

Thematic

NOVEMBER 28, 2019

People’s answers to the question “How long has your company been focused on CX?”. When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations.

ROI 100

ROI Net Promoter Score Metrics B2C 100

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. ” Businesses need to know that loyalty, earned from a younger customer, is a key to long-term growth and success. Follow on Twitter: @Hyken.

2018 72

2018 Article Customer Service Loyalty 72

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

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 1, 2016

(Tech.Co) Indeed, it seems sometimes as if “customer service” is just a dark hole that customers enter and then eventually extract themselves because it is just not worth the hassle. My Comment: All types of businesses (B2B, B2C, large, small, etc.) Customers want an easy and smooth transaction.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

AUGUST 11, 2017

In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality,”* said Bezos. Customer obsessed companies are the future. Here are a few tips.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

ShepHyken

JUNE 5, 2017

by Scott Stone (CustomerThink) If you think customer experience is an issue of priority only for customer-facing industries like retail and telecommunications, think again: Statistics show that customer experience affects all industries directly. Customer Gauge) By 2020, however, the CX & NPS industry is bound to change.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

JANUARY 16, 2017

There are various “stages” that the customer goes through before he or she says, “I want to come back.” This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship.

2017 87

2017 Article Customer Service Contact Center 87