Lumoa

NOVEMBER 30, 2022

Ideally, this would allow for customer voice recognition, meaning that users may speak their request rather than type it. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction. This may be especially useful for your young, elderly, or disabled customer demographic.

Retail 195

Retail Customer Experience Chatbots Ecommerce 195

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.

B2C 129

B2C B2B Customer Service Training Customers 129

ShepHyken

SEPTEMBER 29, 2020

Follow the customer journey as closely as possible to get the best read on what the customer experience is like. Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization.

B2C 126

B2C Hospitality Measurement B2B 126

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

ShepHyken

NOVEMBER 25, 2022

Studies have shown that customers who receive relational customer service are more likely to make repeat purchases. Creating a Relational Customer Service Strategy. Every company should focus on providing superior customer service. . Customer Lifetime Value (CLV).

Customer Service 83

Customer Service Rewards Programs Customer relationships e-support 83

ShepHyken

OCTOBER 28, 2019

How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Freshdesk) Building an airtight customer service strategy is the best way to weather the demands of today’s savvy customers. Super-charge the Journey to Customer-Centric Culture. I look forward to the future!

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

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

Customer Service 15

Customer Service B2C Retail Infographics 15

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. My Comment: Want to get better at customer service? Keep learning and stay at the top of your customer service game.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

NOVEMBER 24, 2017

The first step to being a great social listener is to figure out which social networks your customers and ideal audience use most, and tailor your approach to fit that. If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses.

Social Media 89

Social Media Customer Service How To B2B 89

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

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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.

B2C 66

B2C B2B Customer Service Training Retail 66

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

CSM Magazine

MAY 16, 2023

By prioritising customer value and care, customers are more likely to engage in upselling opportunities and even become brand advocates, recommending the company to others. Thus, a well-executed customer service strategy can serve as a powerful conversion tool, reinforced by positive social proof.

B2B 52

B2B Customer Centricity Financial B2C 52

CSM Magazine

JUNE 4, 2020

This risky strategy can be expensive if data is compromised, as contravention of the General Data Protection Regulation (GDPR) could result in a fine of €20 million or 4% of revenue whichever is the greater. While the boardroom may applaud the reinvention, their customers could be fighting to get what they bought.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

ProProfs Chat

JANUARY 30, 2020

Companies that successfully engage their B2B customers reported 63% lower customer attrition. The benefits of customer engagement are not just restricted to B2C sectors. With successful customer engagement strategies, a B2B business can easily lower customer attrition. Source: Gallup ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Magellan Solutions

AUGUST 23, 2021

Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? We make sure that they have all the necessary tools, equipment, and knowledge to serve customers. . Let’s find out.

Omni-Channel 52

Omni-Channel Call Center Contact Center B2C 52

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

ProProfs Chat

DECEMBER 23, 2020

Collect Customer Data. You can’t rely on one source to collect customer data and complete the B2C customer segmentations process. In fact, you need to identify various sources that not only help you collect data on your customers but also enable your teams to identify their characteristics better.

Effort Score 87

Effort Score Analysis Knowledge Base Customers 87

ShepHyken

OCTOBER 14, 2016

What’s more, the biggest of these messaging apps – WhatsApp and Facebook Messenger – are both opening up to B2C communication. What will this mean for the way you do service – and how will it impact your customer communications? Other giants like WeChat and Telegram are already quite open.

Customer Service 48

Customer Service Social Media B2C Ecommerce 48

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.

Self Service 142

Self Service Customer Experience Customer Service B2C 142

Kustomer

AUGUST 6, 2020

In a more serious and sensitive tone, Amir and Tom also go into the current COVID-19 pandemic and discuss how it is affecting the B2B, B2C relationships. Understanding your team and culture will help increase the desire to understand the customer. How companies B2C and B2B look at customer service differently.

Customer Service 52

Customer Service B2C B2B Training 52

ShepHyken

JULY 24, 2023

My Comment: Is B2B customer service really that different from B2C customer service? I’ve preached that everyone compares their experiences to the best service they have ever had, regardless of who provided it and where it happened.

Customer Service 12

Customer Service Effort Score Retail B2B 12

Talkdesk

AUGUST 9, 2016

For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies. The beauty of omnichannel is that companies can choose which channels they think will best meet their customers’ needs. The go-to self-service channel is the company website. Self-service can take many forms.

Self Service 40

Self Service Omni-Channel B2C Customer Service Representative 40

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic. This is huge.

Customer Service 115

Customer Service Competitive Advantage B2C Culture 115