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 130

B2C B2B Customer Service Training Customers 130

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 135

Self Service Customer Service Customer Journeys B2B 135

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 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

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 100

Poor Customer Service Customer Service B2B B2C 100

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 94

Customer Service Customer Centricity Retail B2C 94

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 19

Customer Service B2B B2C Contact Center 19

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 92

Customer Service Guest Experience B2B 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 75

Customer Service B2C B2B Guest Experience 75

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.

Customer Service 91

Customer Service B2B Infographics B2C 91

ShepHyken

FEBRUARY 5, 2018

The sales person than can out service their competitor wins. 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 Follow on Twitter: @Hyken.

Customer Service 15

Customer Service B2C Retail Infographics 15

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 97

Customer Service Loyalty Programs Effort Score Self Service 97

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 78

Communication How To B2C Exercises 78

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

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.

Customer Service 86

Customer Service Infographics Customer Retention B2B 86

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

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.

Customer Service 93

Customer Service Chatbots Retail B2C 93

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.

Customer Service 85

Customer Service Retail B2B B2C 85

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

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.

Customer Service 75

Customer Service Infographics B2C Tips 75

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.

Customer Service 71

Customer Service Ecommerce B2C B2B 71

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.

Customer Service 80

Customer Service Infographics Metrics Loyalty 80

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?

Customer Service 76

Customer Service Contact Center Retail B2C 76

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.

Customer Service 72

Customer Service Loyalty B2C Study 72

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.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

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.

B2C 66

B2C B2B Customer Service Training Retail 66

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.

Customer Service 72

Customer Service Retail Customer Journeys B2C 72

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.

Ecommerce 71

Ecommerce Customer Service Call Center e-support 71

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?

Customer Service 69

Customer Service B2B B2C Innovation 69

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.

Self Service 14

Self Service Customer Service B2B Competitive Advantage 14

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.

Customer Service 58

Customer Service Customer Centricity Omni-Channel Contact Center 58

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.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

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.

Customer Service 54

Customer Service Retail Course Customer Service Training 54

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.

Social Media 48

Social Media Customer Service Self Service B2C 48

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 .

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

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.

Loyalty Programs 51

Loyalty Programs Customer Service Rewards Programs Consulting 51

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.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48