ShepHyken
DECEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why is including sales important in the overall plan for customer experience? How can sales and customer service teams work together to make customers happier? Why is digital technology key for a smooth customer experience?
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
JULY 13, 2018
This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone.
Beyond Philosophy
JUNE 21, 2015
I have written before of the link between a company’s employee experience and the Customer Experience they deliver on a company’s behalf. The paternity policy at Virgin reflects two critical elements for the link between Employee Experience and Customer Experience.
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Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. Download today to learn the key steps to improve your customer experience strategy!
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
MAY 28, 2021
However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Rule # 5: Focus on the art of the possible.
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