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 113

Customer Journeys Customer Service B2C Ecommerce 113

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 158

Exercises B2C B2B Customer Service Training 158

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 152

Customer Service Loyalty Programs Chatbots Loyalty 152

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 129

B2C B2B Customer Service Training Customers 129

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 172

Customer Retention Customer Service B2C Customer Service Strategies 172

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 133

Self Service Customer Service Customer Journeys B2B 133

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 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

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

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Welcome to CX 101.

B2C 78

B2C Customer Service Training Hospitality Training 78

ShepHyken

SEPTEMBER 20, 2021

According to BCG, brands that create personalized experiences by integrating advanced digital technologies and data for customers saw revenue increase by 6% to 10%. My Comment: Most articles focused on the digital customer experience focus on the B2C world. This article covers digital CX trends in the B2B manufacturing world.

Customer Service 18

Customer Service B2B B2C Contact Center 18

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 74

Customer Service B2C B2B Guest Experience 74

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

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

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.

Customer Service 93

Customer Service Customer Centricity Retail B2C 93

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.

Customer Service 86

Customer Service Self Service Contact Center Tips 86

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). Have fun with this one… and learn!

Customer Service 90

Customer Service B2B Infographics B2C 90

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.

Customer Service 89

Customer Service Government B2B B2C 89

ShepHyken

JANUARY 20, 2020

There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. One of the author’s comments summarize why this model works: Consumers who buy into subscription services are committed beyond just a one-time purchase…. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Loyalty Programs Effort Score Self Service 96

ShepHyken

MAY 5, 2024

There are plenty of ideas for any type of business (both B2C and B2B). ‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari (USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.

Customer Service 77

Customer Service Social Media Tips B2C 77

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 77

Communication How To B2C Exercises 77

ShepHyken

MARCH 4, 2024

This final article suggests that B2B companies should start thinking a little more like B2C and create an e-commerce experience. I’ve been telling my clients that regardless of the business, your customer is a consumer. They will compare you to their best experience, regardless of whether it is B2B or B2C. Most likely, it’s B2C.

Customer Service 64

Customer Service B2C B2B Travel 64

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 10, 2020

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. 5 ways to increase customer retention in 2020 by Michael Barnard.

Customer Service 85

Customer Service Infographics Customer Retention B2B 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

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 Training Connections 88

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.

Customer Service 91

Customer Service Chatbots Retail B2C 91

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 83

Customer Service Retail B2B B2C 83

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

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.

Customer Service 83

Customer Service Government B2B B2C 83

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

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

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.

Customer Service 70

Customer Service Ecommerce B2C B2B 70

ShepHyken

MAY 5, 2024

There are plenty of ideas for any type of business (both B2C and B2B). ‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari (USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.

Customer Service 66

Customer Service Social Media Tips B2C 66

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.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

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.

Loyalty Programs 74

Loyalty Programs Customer Service Self Service e-support 74

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 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.

Customer Service 62

Customer Service B2B B2C Retail 62