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 70

Article 2022 Customer Service B2C 70

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 146

Article 2021 Customer Service 2026 146

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

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. Connect with Shep on LinkedIn.

Reference 65

Reference B2C Workshop Customer Service Training 65

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 154

B2C Customer Service Training B2B Leadership 154

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 127

2021 Article Customer Service B2B 127

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 134

Article 2021 Customer Service Loyalty Programs 134

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. Some training courses are designed for all employees.

Article 52

Article 2022 Customer Service Retail 52

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 78

Article 2021 Customer Service Retail 78

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 85

2021 Article Customer Service Retail 85

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

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 85

Article 2020 Customer Service B2C 85

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 97

Poor Customer Service Customer Service B2B B2C 97

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

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 88

2019 Article Customer Service Guest Experience 88

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 85

2020 Article Customer Service E Commerce 85

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 96

Article 2020 Customer Service Contact Center 96

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

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

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

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 88

2017 Article Customer Service Contact Center 88

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

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.TheCustomerFocus.com.

Article 65

Article 2020 Loyalty Programs Customer Service 65

ShepHyken

JULY 25, 2016

(Square) Here are some ideas and strategies for delivering a memorable (in a good way) customer service experience. My Comment: Here is a list of five great strategies to create a great customer experience that will get your customers to come back. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 78

2016 Article Customer Service Books 78

ShepHyken

SEPTEMBER 20, 2021

My Comment: Most articles focused on the digital customer experience focus on the B2C world. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

2021 17

2021 Article Customer Service B2B 17

ShepHyken

JULY 18, 2022

Forbes) Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Here are a few ideas to help you through the struggle.

Article 13

Article 2022 Customer Service B2B 13

ShepHyken

APRIL 3, 2023

The Next Frontier of Customer Engagement: AI-enabled Customer Service by Avinash Chandra Das (McKinsey & Company) How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models.

Article 9

Article 2023 Customer Service E Commerce 9

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 107

Article 2019 Customer Service B2B 107

ShepHyken

JANUARY 20, 2020

My Comment: While this article focuses on the travel industry, the main topic is around the subscription model. There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 119

2020 Article Customer Service Loyalty Programs 119

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 13, 2020

My Comment: How can you improve the customer experience in a contact/support center? There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 56

Article 2020 Customer Service Omnichannel 56

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). In addition, it includes a great infographic with the history of customer service, from walk-in service (before phones) to where we are today in the digital world.

Article 78

Article 2018 Net Promoter Score Customer Service 78

ShepHyken

FEBRUARY 10, 2020

They should be focusing on their clients’. My Comment: I’ve talked to executives from B2B companies who feel that customer experience is not as important to them as it is for consumer-focused B2C companies. It’s just as important and maybe even more so, as many B2B’s have few clients than typical B2C’s.

2020 105

2020 Article Customer Service Customer Retention 105

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 75

Article 2018 Customer Service B2C 75

ShepHyken

JUNE 12, 2017

Actually there is a seventh, and that is that before you can focus on customer loyalty, you must define what it is for your company. Depending on the type of business you’re in (B2B or B2C) customer loyalty will be different. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 78

2017 Article Customer Service Metrics 78