Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 9: 5 Ways Successful Teams Close the Customer Experience Gap.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

Oracle

SEPTEMBER 10, 2019

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. What are the most important differences between B2B and B2C? Who is the customer and how do they behave? Business-to-consumer (B2C) processes are aimed in a very different direction. Also important?

B2C 64

B2C B2B Sales Ecommerce 64

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.

Customer Service 156

Customer Service B2C B2B Customer Retention 156

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 169

Customer Retention Measurement How To B2C 169

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!

Customer Journeys 112

Customer Journeys Customer Service B2C Ecommerce 112

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

Self Service 141

Self Service Customer Experience Customer Service B2C 141

Customers Rock!

FEBRUARY 4, 2010

The contact center/customer service team/retail clerk is usually the place in the company with the most direct customer interaction (this is especially true for B2C companies). That impression often imparts more about the brand than any marketing campaign. When these metrics are corporate, everyone wins.

Social Media 158

Social Media B2C CRM Contact Center 158

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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 Groups B2C Course 160

Lumoa

FEBRUARY 6, 2018

The top challenges I see are that everyone wants Customer Experience to be the latest and greatest. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

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 Customer Journeys B2C Roadmap 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.

Exercises 157

Exercises B2C B2B Customer Service Training 157

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

Customer Service 150

Customer Service Loyalty Programs Chatbots Loyalty 150

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.

B2C 131

B2C Entertainment Customer Service Training B2B 131

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 128

B2C B2B Customer Service Training Customers 128

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.

Self Service 132

Self Service Customer Service Customer Journeys B2B 132

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?

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

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 106

Customer Service Training Training Customer Service B2C 106

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 99

Poor Customer Service Customer Service B2B B2C 99

Customer Bliss

JULY 7, 2016

They were, in effect, creating emotional pain for a customer. Having always been a customer-focused company, could they really allow technology to shift that philosophy for them? B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

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.

Customer Service 92

Customer Service Customer Centricity Retail B2C 92

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?

Customer Service 73

Customer Service B2C B2B Guest Experience 73

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 100

Loyalty Chief Customer Officer Leadership B2C 100

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.

Report 100

Report Survey ROI Net Promoter Score 100

ShepHyken

FEBRUARY 5, 2018

Here are ten points that are relevant for any company that wants to sell in way that creates customer loyalty. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX CX Café) T here are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases.

Customer Service 15

Customer Service B2C Retail Infographics 15

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.

Customer Service 18

Customer Service B2B B2C Contact Center 18

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.

Customer Service 91

Customer Service Guest Experience B2B B2C 91

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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.

Net Promoter Score 95

Net Promoter Score Customer Centricity How To Feedback 95

Customer Guru

AUGUST 8, 2018

Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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.

Customer Experience 119

Customer Experience Retail Chief Customer Officer B2C 119

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.

Customer Service 95

Customer Service Loyalty Programs Effort Score Self Service 95

Comm100

JANUARY 25, 2018

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. How satisfied are you that our management is customer-focused? Having another business as your client is a lot different from providing products or services to consumers.

Customer Satisfaction 116

Customer Satisfaction B2B Survey How To 116

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 76

Communication How To B2C Exercises 76

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.

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86

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.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78