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 289

Journey mapping B2C Customer Service B2B 289

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 328

B2C B2B Self service Sales 328

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

OctopusTech

MAY 10, 2019

Customers these days have high expectations and it impacts your customer experience management. As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. How CX act differently for B2B vs B2C?

B2C 90

B2C B2B Customer Experience Government 90

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

ShepHyken

MARCH 12, 2021

The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Every business needs to offer novel solutions to close high-value B2B deals with confidence, even if they haven’t seen the products in-person or aren’t visiting the seller’s place. Consumer interactions have changed as well.

B2B 391

B2B Journey mapping B2C Telecommunications 391

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

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 340

B2C Entertainment B2B Sales 340

CCNG

FEBRUARY 15, 2023

But fundamentally, isn’t customer experience about building customer relationships one customer at a time? Do you want your customer jumping through hoops early in the relationship with you just to obtain a simple answer? That, in turn, allows you to create more effective personal relationships.

Personalization 150

Personalization CCNG Customer Service B2C 150

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

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

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

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

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

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. Consumers must take time from their personal schedules (losing work time, etc.)

B2C 104

B2C Technology B2B Chatbots 104

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 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 356

B2C Customer centricity Feedback Upselling 356

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 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. But I am skeptical—not that I would know personally.

Airlines 344

Airlines B2C Surveys B2B 344

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

Customer Service 238

Customer Service Customer centricity B2C B2B 238

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating the delivery of a large box with a label that said, “ To Stacy, From Stacy.” Then again, Trader Joe’s returns policy is so good that customers would never regret purchasing anything from the store.

B2C 288

B2C B2B Customer centricity Employee engagement 288

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. 3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. The message is clear and powerful!

Customer Service 216

Customer Service B2B B2C Personalization 216

Lumoa

MARCH 5, 2018

B2C customer experiences have set the tone of CX transformation. All the people, who receive advanced personalized customer treatment, come to work and. very often experience the same old "traditional" system. So, what is actually happening to B2B customer experiences? Does it sound familiar?

B2B 113

B2B B2C Customer Experience Personalization 113

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

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 sales person than can out service their competitor wins. If it’s bro ken, the customer will feel it.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

DECEMBER 31, 2021

Additionally, offering multiple ways to connect , such as email, phone calls, and chat, makes the experience more user-friendly. . For loyal customers, assigning them a specific representative for all their concerns helps personalize the experience and makes them feel like they have a direct line to your business to feel heard. .

Customer Service 356

Customer Service Customer retention B2C B2B 356

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. The post Chatbots – Reigniting the Spark in B2C Engagement appeared first on Aspect Blogs. Edward can handle more than 1000 questions from guests.

B2C 87

B2C Chatbots Healthcare Banking 87

TechSee

DECEMBER 22, 2019

Complicated cases drive up costs – while a self-service transaction costs the organization pennies, the average cost of a human agent interaction is more than $7 for a B2C company and more than $13 for a B2B company. Simply put, today’s customers want their lives to be as easy as possible.

Call Center 124

Call Center Personalization Contact Center Self service 124

ShepHyken

JULY 25, 2016

An Amazing Experience: Personalize your CX Today! My Comment: One way to improve the customer experience is to personalize it. This is a heartwarming story of a personalized gift. This is a heartwarming story of a personalized gift. My Comment: I’m not a big fan of the term customer churn.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ShepHyken

MAY 23, 2018

Customers are grading the companies and brands they choose to do business with, and it’s simply a pass/fail grade, where failure means the customer moves on. The main reasons customers switch are obvious. They are not able to speak to a person who can provide answers. They experience rude employees.

Customer Service 254

Customer Service B2B B2C Surveys 254

Pointillist

SEPTEMBER 10, 2020

Many CX, marketing and operations leaders are asking how they can use customer journey orchestration to deliver better, more personalized experiences that will improve CX and business outcomes, like retention, customer lifetime value and revenue. Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

CX Global Media

FEBRUARY 6, 2019

But that feeling of people or channels (channel management versus customer experience) can be so hard when you’re focused on the workload and response time. But I was given my reality check when I met up with Alon Waks of Kustomer at Customer Contact Week. I’m a person. Not to a ticket, but to a person.

Contact Center 270

Contact Center B2C Coaching Call Center 270

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support.

Customer Service 181

Customer Service Construction B2C B2B 181

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

TechSee

MAY 21, 2019

And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. Powering personalization. As you’d expect, it’s all about the data.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. It’s time to start driving better customer experiences today.

Customer Service 223

Customer Service B2B B2C Advertising 223