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. B2C issues don’t have too many elements and can be quickly solved. #3.

B2B 52

B2B Customer Experience B2C Social Media 52

ShepHyken

JANUARY 18, 2021

Ten customer service experts and influencers shared some thoughts in a celebration of Tony’s contribution to the CX world. Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Follow on Twitter: @Hyken.

2021 128

2021 Article Customer Service B2B 128

ShepHyken

JUNE 7, 2021

CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer. My Comment: A loyalty program for B2B?

Article 135

Article 2021 Customer Service Loyalty Programs 135

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

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. It’s a bit more intense than traditional marketing when you take on and define this kind of work.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

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. 10 Marketing Lessons from Apple [Infographic] by The Website Group. 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!

2020 106

2020 Article Customer Service Customer Retention 106

CSM Magazine

OCTOBER 5, 2021

The customer-centric companies dominate today’s business-to-consumer (B2C) landscape, so much so that the media has latched onto this narrative and extolls the virtues of these brands. The personal, empathetic messaging implemented here is again a final frontier for brand marketing–especially in a B2B environment.

Customer Experience 52

Customer Experience B2C B2B Touchpoint 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 79

Article 2021 Customer Service Retail 79

ShepHyken

MAY 4, 2020

Reopening Faces Its Next Challenge: Retail Marketing by PYMNTS. PYMNTS) There’s no podcast, textbook or self-help guru that has a playbook on marketing a retail business after a pandemic. 7 Guidelines Starting Customer Experience by Christine Crandell. He even gives us questions that will fuel the conversation.

Article 96

Article 2020 Customer Service Contact Center 96

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

JANUARY 20, 2020

When you make it easy – as in minimal or no effort – to get a problem resolved, you increase your customer’s confidence. How to Run a Customer Loyalty Program by ThriveHive. by Wise Marketer Staff. The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year.

2020 120

2020 Article Customer Service Loyalty Programs 120

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. Marketing programs often offer discounts, points, rewards for dollars spent.

Article 108

Article 2019 Customer Service B2B 108

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

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

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. CX is for retail brands, as in B2C.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

OCTOBER 28, 2019

For that matter, let’s toss in marketing – because, isn’t all of this marketing? 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.

2019 54

2019 Article Customer Service Loyalty Programs 54

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. C) Enterprise Use Today VoC insights are generally insufficient for adapting instantaneously to shifting market needs.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

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

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Amanda is a highly experienced customer experience consultant, adviser, and writer. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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

FEBRUARY 4, 2019

My Comment: So many customer experience strategies (CX) seem to focused on B2C. I’ve been a strong advocate for B2B companies to understand their customers’ expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience). Follow on Twitter: @Hyken.

2019 86

2019 Article Customer Service B2B 86

ShepHyken

AUGUST 20, 2018

Customer service expert Chip Bell gives us some insights into how to do exactly that. 11 Customer Experience Experts: Here’s How To Get Customers Talking About Your Company by Dan Gingiss. Critical areas of the digital customer experience by Natalia Hawkins. My Comment: How much digital is too much digital?

Article 69

Article 2018 Customer Service B2B 69

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

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. According to reports generated by Heinz Marketing and SnapApp , 41 percent of corporate buyers or purchase influencers comes from the under-40 crowd.

B2B 59

B2B B2C Transportation Voice of Customer 59

ShepHyken

APRIL 20, 2020

My Comment: I’ve always said that many loyalty programs are often marketing programs, where repeat purchases earn points or free merchandise. My Comment: And while we’re on the subject of loyalty programs, our friends at Oracle in their Modern Marketing Blog share seven ways to add more value to a program. And when the U.S.

Article 65

Article 2020 Loyalty Programs Customer Service 65

ShepHyken

JANUARY 16, 2017

5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break. My Comment: Customer loyalty doesn’t happen immediately. Follow on Twitter: @Hyken.

2017 88

2017 Article Customer Service Contact Center 88

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. Some companies put it into marketing. Top Five Bonus.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

AUGUST 1, 2016

AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service.

2016 83

2016 Article Social Media Customer Service 83

Customer Bliss

JULY 7, 2016

There are ways to do effective CCO work without the massive budgets of market cap kings. This work is often about being patient, finding a lot of different ways to reach the other decision-makers — and this includes making sure they understand what Voice of the Customer means and that it’s always top of mind for them. The problem?

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

ProProfs Chat

MAY 6, 2020

We’ve divided these statistics into the following 19 categories: Customer Experience Training Success Statistics. Good Customer Experience Statistics. Negative Customer Experience Statistics. Importance of Customer Experience Statistics. Improving Customer Experience Statistics. B2B Customer Experience Statistics.

2020 66

2020 Customer Experience E Commerce E-support 66

ShepHyken

JUNE 13, 2016

How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. Marketers rejoiced because they now have additional characters with which to include photos, videos, and polls. Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel.

2016 83

2016 Article Customer Service Customer Retention 83

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Customer Guru

AUGUST 21, 2018

Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement. Marketing and thought leadership programs. He specializes in customer experience strategies, customer service engagement, and loyalty. Pamela currently serves as the VP Marketing of Mortgage Cadence.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs. Marketing, Customer service.

2018 129

2018 Customer Experience Customer Centricity Culture 129

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

Peter Lavers

JULY 6, 2016

Respondents are asked how well each statement describes their business, and the issue with most agreement – a massive 60% – is: “My company is organised in silos; customer programmes are championed by functions, which find it hard to influence other parts of the business”. It is not Marketing “fluff” and definitely not the IT system!

Customer Centricity 40

Customer Centricity B2C B2B Culture 40

ClearAction

SEPTEMBER 29, 2016

CX Day is in the first week of October, founded by the Customer Experience Professionals Association ( CXPA ). Take a look at CXday.org and watch #cxday tweets to see tremendous creativity in celebrating customers! ClearAction and Marketing Future Forum help you center your business on customers, to accelerate and sustain growth.

Customer Experience 66

Customer Experience Customer Experience Professionals ROI B2C 66