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.

Customer Experience 387

Customer Experience Management B2B Customer emotions 387

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Embrace AI.

Customer Experience 250

Customer Experience B2C Government B2B 250

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.”

Customer Experience 245

Customer Experience B2C B2B Customer centricity 245

Call Center Weekly

SEPTEMBER 11, 2018

Consumers have the power, everyone is an influencer and consistently delivering exceptional customer experience is critical to event success. And as the B2B vs B2C playing field has leveled, buyers expect consumer centric experiences across the board.

B2B 235

B2B Customer Experience B2C Banking 235

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 401

Customer Service B2C B2B Customer retention 401

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. Top Takeaways: Diversity is key to delivering a quality customer experience.

B2C 60

B2C B2B Technology Customer Experience 60

ShepHyken

NOVEMBER 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. My Comment: Vala Afshar has seen this weekly roundup of the best customer service and CX articles a number of times.

Journey mapping 291

Journey mapping B2C Customer Service B2B 291

CCNG

JUNE 28, 2023

Customer Experience. Customer Experience does not equal customer service. Someone much smarter than me, but I don't know who, said "Customer service is what happens when your customer experience fails".

CCNG 195

CCNG Customer Experience Customer Service B2C 195

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. We’ll cover the basics of: Customer journey mapping.

B2C 118

B2C B2B Journey mapping SaaS 118

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.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

ProProfs Blog

DECEMBER 26, 2019

Now, a question arises here: can you offer a similar type of customer support to all types of clients? No, you need to avoid the one-size-fits-all approach while providing customer support. Every support team has to deal with two distinct types of customers B2B and B2C. Read More: How to Handle Difficult Customers. ??

B2C 113

B2C B2B Customer Support Social media contact 113

ShepHyken

JUNE 22, 2018

This week we feature an article by Oisin Lunny who writes about a key to providing top-notch customer experiences, Rich Communication Services (RCS). – Shep Hyken. Technology is a vital part of our daily lives, but it’s notorious for its impersonality when it comes to business-to-consumer (B2C) communications.

Customer Experience 39

Customer Experience B2C Airlines Technology 39

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

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 390

Customer Service Chatbots B2C Consulting 390

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. Popular companies and brands include Amazon, Apple, Nordstrom, Zappos, and others recognized for amazing service and customer experience. In worst-case scenarios, you become a commodity. Make a list. Any company counts.

Real estate 398

Real estate B2C B2B Customer Service 398

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. Depending on what we sell, whether B2B or B2C, the buying cycle may take more than one visit. So, when does the customer start making the decision to buy?

B2C 344

B2C Entertainment B2B Sales 344

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Field services can rise to the B2C Challenge.

B2C 104

B2C Technology B2B Chatbots 104

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

Customer Service 344

Customer Service B2B Journey mapping Chatbots 344

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

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. You Also Might Like… B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience?

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

JUNE 18, 2015

In contrast, your experiences really are part of you. We are the sum total of our experiences. So when you are designing your Customer Experience, remembering this concept is key to creating something that will evoke happy and pleased with your Customers. Discovering What Customers Don’t Know Themselves.

B2C 399

B2C B2B Employee engagement Customer Experience 399

Fonolo

JANUARY 8, 2020

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? This is primarily measuring P2P messaging behaviour, which has no real connection to B2C behaviour. Related to this is the “heatmap” of platforms by country.

B2C 101

B2C Contact Center Call Center Customer Service 101

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 394

B2B Journey mapping B2C Telecommunications 394

CCNG

OCTOBER 11, 2023

Do you think that employee has influenced your customer's experience on the phone? And the ramifications are that they are significantly less likely (58 percent) to purchase again and, if they were soured enough by their experience (62 percent) more likely to tell others to avoid buying from you, too. The answer is yes.

CCNG 195

CCNG Customer Experience B2C Finance 195

ShepHyken

SEPTEMBER 15, 2020

Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. They discuss how automation can eliminate friction and create a better buying and selling experience for customers in a new digital age.

B2C 332

B2C B2B Self service Sales 332

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.

Customer Service 361

Customer Service Customer centricity B2B Upselling 361

ShepHyken

SEPTEMBER 29, 2020

Mystery Shop Your Customer Experience. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist. They discuss her latest book, The Secret Diary of a Mystery Shopper , and how any and every company can and should implement a program to measure their customer service.

B2C 323

B2C B2B Feedback Consulting 323

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.

B2C 360

B2C Customer centricity Feedback Upselling 360

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

B2B 332

B2B CRM B2C Education 332

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It is time for value-unique.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Journey mapping 317

Journey mapping Customer Service B2C Big data 317

Beyond Philosophy

APRIL 3, 2016

This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

This is extremely important, because it speaks to how more progressive companies endeavor to make experiences less painful, if not more fulfilling and memorable. At the outset, I’d like to applaud the active inclusion of employee input and insights into TD Bank’s customer experience program design.

B2C 231

B2C Banking B2B Consulting 231

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. . I’m seeing that customer loyalty is up for grabs. How can companies work around skimpflation ?

B2C 333

B2C B2B Customer Service Customer Experience 333

ShepHyken

FEBRUARY 20, 2023

Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization.

Personalization 170

Personalization Customer Experience B2C B2B 170

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. What do you think of Ryanair’s new Customer program?

Airlines 344

Airlines B2C Surveys B2B 344