ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply. My Comment: I hear it over and over again from B2B leadership.

Customer Service 391

Customer Service B2C B2B Customer retention 391

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. How does innovation create value?

B2C 60

B2C B2B Technology Customer Experience 60

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. How journeys differ for B2B and B2C customers. B2B vs. B2C Customer Journeys: Comparisons and Contrasts.

B2C 118

B2C B2B Journey mapping SaaS 118

Help Scout

NOVEMBER 22, 2021

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

B2C 116

B2C Best practices Customer Service B2B 116

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!

Journey mapping 282

Journey mapping B2C Customer Service B2B 282

ShepHyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Certain B2C rockstar brands are teaching our customers what good service is like, and they now have higher expectations.   .

Customer Experience 353

Customer Experience Customer Service B2C Self service 353

ShepHyken

JUNE 24, 2020

Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Most businesses know their numbers, but do they know the right numbers? We find out how they liked our experience.

Customer retention 423

Customer retention B2C B2B Customer Service 423

Contact Center Pipeline

SEPTEMBER 27, 2022

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.

B2B 259

B2B B2C Contact Center Cloud contact 259

Beyond Philosophy

FEBRUARY 16, 2015

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention.

Marketing 398

Marketing Advertising B2C Customer advocacy 398

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Technology isn’t a disruptive force in B2C retail only, a sector that has seen a massive e-commerce shift. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick.

B2B 382

B2B Journey mapping B2C Telecommunications 382

ShepHyken

OCTOBER 27, 2020

Whether you’re B2B or B2C, it doesn’t matter. “Customer service should be your growth team. These are the people who turn your customers into superfans who then go and tell all their friends about you. Your service center is your growth team.”. Automate processes, never relationships.”.

B2C 356

B2C B2B Customer Service Personalization 356

Tethr

MARCH 22, 2021

This material originally appeared as part of our Learning Series podcast on B2C sales. Welcome to the Tethr Learning Series, The four “D’s” of better B2C sales performance. In this study, we built a predictive sales model, where we looked at B2C sales performance, specifically in inbound sales conversations.

B2C 106

B2C Sales Inbound sales Upselling 106

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. If all you do is copy your competitor, then you risk being the same as them—not an organization that’s different, and ideally better. In worst-case scenarios, you become a commodity. I encourage you to take it a step further and make it better.

Real estate 393

Real estate B2C B2B Customer Service 393

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

SEPTEMBER 13, 2016

Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1. This is true, of course, in both b2b and b2c environments. Be authentic, transparent, and honest.

B2C 341

B2C B2B Wireless Customer centricity 341

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). But there's no free lunchand heres the catch.

Surveys 117

Surveys B2C B2B Banking 117

ShepHyken

OCTOBER 25, 2021

CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. Reports and Data expect the global chatbot market to reach $10.08 billion by 2026, representing a 30.9%

Customer Service 377

Customer Service Chatbots B2C Consulting 377

ShepHyken

FEBRUARY 10, 2021

Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. They may call us or visit us. At some point, they move from thinking of doing business with us to actually buying whatever we sell. It could take weeks or months … maybe even longer. So, when does the customer start making the decision to buy?

B2C 329

B2C Entertainment B2B Sales 329

Beyond Philosophy

JUNE 21, 2015

Don’t miss Michael Lowenstein, thought leadership principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs. In other words, when it comes to your employees, maybe it’s time you started thinking like a Virgin.

Customer Experience 400

Customer Experience B2C B2B Banking 400

Beyond Philosophy

JUNE 18, 2015

Don’t miss Michael Lowenstein, Thought Leadership Principal at Beyond Philosophy, as he provides valuable perspectives on B2B and B2C loyalty programs and offers practical and proven methods for developing consistent loyalty programs. What are you doing to create happy experiences for your Customers today?

B2C 399

B2C B2B Employee engagement Customer Experience 399

ShepHyken

SEPTEMBER 15, 2020

Consumers (in both B2B and B2C) expect to be able to turn to sales reps for information and answers. This helps them work more efficiently to support the customer, which results in a better customer experience. The role of the salesperson is shifting to that of an expert.

B2C 319

B2C B2B Self service Sales 319

ShepHyken

DECEMBER 15, 2021

Unfortunately, customers in both the B2C and B2B worlds are not having the experiences they’ve come to expect from some of the companies they enjoy doing business with. This translates to the customer experiencing a lower level of service, and in some cases, quality.

B2C 322

B2C B2B Customer Service Customer Experience 322

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

And, this perspective got me to thinking: Irrespective of B2B or B2C industry, is the fundamental meeting of basic customer expectations, such as a pain-free transactions or experiences, ever sufficient to drive loyalty behavior? And, on a related note, is complete satisfaction ever enough to build and sustain loyalty behavior?

B2C 231

B2C Banking B2B Consulting 231

ShepHyken

SEPTEMBER 29, 2020

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

B2C 314

B2C B2B Feedback Consulting 314

Beyond Philosophy

MARCH 25, 2019

They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Moreover, this idea of emotional decision-making driving your Customer Experience is not limited to B2C experiences. So, as it was a business decision, you would think we were logical about it.

B2B 332

B2B CRM B2C Education 332

ShepHyken

JANUARY 18, 2021

It’s nice to see the emphasis on B2B, versus retail and other B2C industries. My Comment: Here’s a compilation of customer service and experience experts sharing their insights on B2B trends post-COVID-19. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 331

Customer Service B2B Journey mapping Chatbots 331

Contact Center Pipeline

AUGUST 11, 2022

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B) customer experiences (B2B CX).

B2C 147

B2C B2B Customer Experience 147

ShepHyken

JUNE 7, 2021

Many of the same principles in a B2C loyalty program apply to B2B. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. My Comment: A loyalty program for B2B? Absolutely! Loyalty programs are not just for consumers. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison.

Customer Service 346

Customer Service Customer centricity B2B Government 346

ShepHyken

JULY 1, 2019

Forbes) Business-to-business (B2B) and business-to-consumer (B2C) sales have traditionally been two different beasts, relying on two distinct sets of fundamentals and best practices. 3 Tips to Empower your Sales Team, Inspired by Top Sales Organizations by Falon Fatemi . But times are changing.

Journey mapping 311

Journey mapping Customer Service B2C Big data 311

ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. He writes about designing a compelling customer experience process and training your team to implement it.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

DECEMBER 31, 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 Service 346

Customer Service Customer retention B2C B2B 346

Tethr

MAY 24, 2023

In today’s episode, we will be talking about the first behavior we discovered in our study on strategies for B2C selling: disqualify aggressively.

B2C 76

B2C 76

Call Center Weekly

APRIL 19, 2018

Innovative, employee-driven Call Center Operations Manager with a comprehensive, progressive 15+ year career filled with expertise in customer/client services, employee relations, recruiting, process implementation, B2C and B2B sales, and project management.

Employee engagement 227

Employee engagement Call Center B2C B2B 227

ShepHyken

SEPTEMBER 7, 2021

Whether you are a B2B or a B2C business, your customers have learned what the best digital experience looks like from the most successful companies. US companies alone still receive more than one billion incoming phone calls every year.? ” “The impact of the pandemic is that it made all of us digital natives.

Self service 53

Self service B2C Customer centricity B2B 53