ShepHyken

APRIL 22, 2024

It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 79

2024 Article Customer Service E Commerce 79

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

MARCH 31, 2024

While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 81

Article 2024 Customer Service Government 81

ShepHyken

APRIL 28, 2024

While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 69

2024 E Commerce Article Loyalty Programs 69

ShepHyken

NOVEMBER 9, 2020

3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. CMSWIre) While B2B companies may be behind their B2C peers, many are starting to catch up by taking ideas from the B2C playbook and applying them to the B2B experience. Usually, it is the opposite, we learn from B2C, but not today!

Article 107

Article 2020 Customer Journey Mapping Customer Service 107

ShepHyken

APRIL 1, 2024

While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 76

Article 2024 Customer Service Government 76

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

APRIL 14, 2024

There really is something here for everyone – from small to large businesses and from B2C to B2B. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. My Comment: The Forbes Communications Council has compiled a list of 17 tips for building loyalty.

2024 72

2024 Net Promoter Score Article Loyalty Programs 72

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 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Article 62

Article Customer Service B2B 2023 62

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. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. Follow on Twitter: @Hyken.

B2C 125

B2C Customer Service Training B2B Definition 125

ShepHyken

FEBRUARY 4, 2024

My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s not a lot of difference. Connect with Shep on LinkedIn.

2024 60

2024 Article Customer Service B2B 60

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

Bill Quiseng

MARCH 15, 2023

Employees don’t seek B2B or B2C companies. They would feel that, as their boss, you don’t care much about them. And, soon, they could care less about you and your business. Instead, select a person. They engage in companies that are H2H. Human to Human. Heart to Heart. Employees don’t care how big you are.

B2C 88

B2C B2B Connections Engagement 88

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. Connect with Shep on LinkedIn.

Reference 64

Reference B2C Workshop Customer Service Training 64

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

ShepHyken

JANUARY 1, 2024

Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 57

2024 Article Customer Service Social Media 57

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.

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2021 Article Customer Service B2B 125

ShepHyken

DECEMBER 24, 2023

My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt. Connect with Shep on LinkedIn.

Article 62

Article 2024 Customer Service 2023 62

Bill Quiseng

DECEMBER 13, 2021

Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies. Karen Hertzberg is a writer and digital content marketer from the Seattle metro area. Empathy is her superpower, and she’s obsessed with clear, thoughtful written communication.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

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

ShepHyken

SEPTEMBER 10, 2023

So how can you become dedicated to customer happiness and watch your sales take off? My Comment: This short article includes four common sense ideas that every business, regardless of size, industry, B2B or B2C, etc., Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 79

Article 2023 2028 Customer Service 79

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 51

Article 2022 Customer Service Retail 51

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 62

Article 2023 Customer Service Magazine 62

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. Go to The Customer Focus to learn more about our customer service training programs.

2021 83

2021 Article Customer Service Retail 83

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. Here’s how a B2B construction equipment made the move.

Article 83

Article 2020 Customer Service B2C 83

ShepHyken

MAY 28, 2023

Driving accelerated, sustainable growth while delighting customers is a complex puzzle. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. I refer to this as a hospitality mentality. Connect with Shep on LinkedIn.

2023 64

2023 Article Customer Service Books 64

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

Up Your Service

APRIL 22, 2019

Where is more difficult to train and develop customer service employees: in B2B or B2C businesses? Can you give us some examples of small actions that led to big changes in customer service area? How can you measure the effectiveness of a customer service training program?

B2C 49

B2C Customer Service Training B2B Measurement 49

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

NOVEMBER 11, 2019

My Comment: There are review sites for virtually any industry – B2B and B2C. 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 89

Article 2019 Customer Service Customer Centricity 89

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

Up Your Service

APRIL 22, 2019

Where is more difficult to train and develop customer service employees: in B2B or B2C businesses? Can you give us some examples of small actions that led to big changes in customer service area? How can you measure the effectiveness of a customer service training program?

B2C 45

B2C Customer Service Training B2B Measurement 45

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

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