ShepHyken

SEPTEMBER 7, 2021

Digital Customer Service. Transforming Customer Experience for an On-Screen World. Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation.

Self service 54

Self service B2C Customer centricity B2B 54

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

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service.

Customer Support 115

Customer Support B2C Upselling B2B 115

ShepHyken

MAY 23, 2018

86% of surveyed customers said that if there was an emotional connection with a customer support agent and the customer felt they were cared for and valued, they would be willing to continue to do business with the company again. The numbers are different in the B2B world, as the customer may have fewer options.

Customer Service 254

Customer Service B2B B2C Surveys 254

ShepHyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. In short, empathy at the right time creates a better customer experience. Here are my top five picks from last week.

Customer Service 48

Customer Service B2B B2C Advertising 48

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. The report, which is 25 pages of customer support insight, took several months to complete, and is now available.

Customer Service 38

Customer Service B2C Benchmark B2B 38

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C SaaS 114

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy.

Customer Service 236

Customer Service Chatbots B2C B2B 236

Aspect

SEPTEMBER 26, 2017

With the advancement of technology, including artificial intelligence (AI) and natural language understanding, customers don’t always know if they are talking to a computer or a live agent. Chatbots not only reduce the strain on business resources, they also help customers get things done faster. Technology alone cannot assure that.

B2C 87

B2C Chatbots Healthcare Banking 87

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. million total survey questions, with several million devoted to emotions and feelings related to experience. Back to the Hierarchy. Frustrated.

B2C 207

B2C Banking B2B Customer advocacy 207

ShepHyken

JUNE 12, 2017

27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. Jitbit) We reached out to 27 professionals leading support teams of all sizes at companies like Zapier, and asked them the following question: Can you list 2-3 customer support metrics you use to measure performance in the following areas: 1.

Customer Service 203

Customer Service Metrics B2C B2B 203

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

ShepHyken

JANUARY 16, 2017

There are various “stages” that the customer goes through before he or she says, “I want to come back.” This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship.

Customer Service 228

Customer Service Customer retention B2C Contact Center 228

ShepHyken

JUNE 13, 2016

And, more than just another channel, Twitter has created applications specific for customer service and business. Difficult Customers 101: The 4 Difficult Customers & How To Tame Them With Customer Support by Jack Plantin. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! Epikonic) What is the experience gap? The Ultimate Customer Experience by Josh Linkner. 7 Guidelines Starting Customer Experience by Christine Crandell.

Customer Service 193

Customer Service B2C B2B Contact Center 193

ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. How to Boost B2B Customer Experience on Your Website by Chris Christoff. Idea number one is that support should be a pleasure.

Customer Service 218

Customer Service B2B B2C Call Center 218

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ShepHyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams?

Brand ambassadors 168

Brand ambassadors B2C Coaching B2B 168

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. by Martin Powton.

Customer Service 247

Customer Service B2C Entertainment Customer effort 247

TeamSupport

AUGUST 17, 2022

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them.

Customer Experience 98

Customer Experience B2B B2C Customer centricity 98

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

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 67

B2C Contact Center Call Center Customer Service 67

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Marketing 186

Marketing Banking B2C Consulting 186

ShepHyken

NOVEMBER 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. My Comment: Some people would rather go to the dentist than call customer support. Here are my top five picks from last week.

Customer Service 181

Customer Service B2C Call Center Government 181

TeamSupport

AUGUST 5, 2020

And today, live chat is no longer optional in customer service because it has evolved into more than just a chat conversation; it’s now the tip of the spear in customer conversations. The argument can be made that if you have the right B2B customer support software solution, the chat bot is not a good idea.

B2B 89

B2B Customer Support B2C Personalization 89

Nicereply

MARCH 10, 2021

Outsourcing customer support is an effective way to manage your customer service system, but it can be a double-edged sword. Customer support is the backbone of a lasting relationship between you and your customers (current and potential). Your brand can flourish or perish by your customer support system.

outsourcing 98

outsourcing Customer Support Automotive B2C 98

ProProfs Blog

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

Customer Experience 99

Customer Experience B2B B2C Sales 99

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 103

Customer Experience Consulting Consulting B2C 103

Ameyo

JULY 15, 2018

In the age of instant gratification, nobody likes to wait and if you are a B2C brand, then this becomes an even bigger issue. Your customers want quick answers to the queries at their convenience. Now it’s your job to ensure how to provide the best customer support to keep your customers loyal to your brand.

Customer Support 60

Customer Support B2C Customer Experience Customer Service 60

UJET

SEPTEMBER 18, 2019

B2C companies may be the expected industry that benefits most from this influence, but B2B companies are also experiencing the importance of competing for this audience. How Millennials and Generation Z technology and communications preferences are reshaping customer support. Download the e-book.

Customer Support 63

Customer Support B2C B2B Technology 63

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Can you tell us how you got started in customer experience? Company: FIGS.

Customer Experience 95

Customer Experience Healthcare B2C Sales 95

ShepHyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Service 138

Customer Service B2C B2B SaaS 138

IdeasUnlimited

APRIL 21, 2022

Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations. Customers are the most crucial aspect of any successful business. Introduction.

Customer Experience 94

Customer Experience Bilingual agents B2C Scripts 94

aircall

MARCH 22, 2018

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. What do customer support teams see standing in the way of their success?”. B2B vs. B2C, Small Teams vs. Large Teams, etc.).

Customer Support 59

Customer Support B2C B2B Surveys 59

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

TechSee

APRIL 2, 2019

And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. Over the past few years, computer vision AI has emerged as a key customer-facing technology in both the B2C and B2B realms.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174