B2C Customer centricity Customer Experience 
Beyond Philosophy
FEBRUARY 5, 2015
Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. They market, and create experiences, within the branded vision.
Beyond Philosophy
JUNE 20, 2015
The first, a B2C example, involves a major player in the cable television industry. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.
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ShepHyken
JUNE 7, 2021
Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.
ShepHyken
JANUARY 2, 2024
They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. How employees feel in your company directly affects the experience they provide your customers. A great customer experience starts with a great employee experience.”
ShepHyken
SEPTEMBER 7, 2023
He writes about designing a compelling customer experience process and training your team to implement it. 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. Here are some ways to approach new processes.
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. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible.
Beyond Philosophy
JULY 5, 2016
What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.
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