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. Absolutely!

Customer Service 349

Customer Service Customer centricity B2B Upselling 349

ShepHyken

APRIL 21, 2025

What impact does AI have on analyzing and predicting customer behavior? How do companies balance AI with the need for human empathy in customer service? Why is it crucial for companies to start implementing AI to improve customer experience? However, customers are becoming less tolerant of poor experiences.

Customer Experience 176

Customer Experience B2C Analytics B2B 176

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. by Tracey Ruff.

Customer Service 334

Customer Service B2B Journey mapping Chatbots 334

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 313

Journey mapping Customer Service B2C Big data 313

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Why Messaging Is So Promising For Customer Service.

Customer Service 315

Customer Service B2C Airlines Management 315

ShepHyken

MARCH 25, 2020

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience. They do customer service training during the onboarding process. Customer service training doesn’t have to be so formal. Once every year or so, they have some type of refresher.

Customer Service 269

Customer Service B2C B2B Management 269

Help Scout

NOVEMBER 22, 2021

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

B2C 116

B2C Best practices Customer Service B2B 116

ShepHyken

MAY 23, 2018

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them. The customer service rock stars tout the accolades and awards that they have received.

Customer Service 250

Customer Service B2B B2C Surveys 250

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. While not my typical lesson, this is very important.

Customer retention 424

Customer retention B2C B2B Customer Service 424

ShepHyken

JANUARY 10, 2023

B2B or B2C…CX is CX . She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees. Whether you are in the B2B or B2C space, think of the end consumer. What do Gen Z customers want?

B2C 60

B2C B2B Technology Customer Experience 60

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. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 46

Customer Service B2B B2C Advertising 46

ShepHyken

FEBRUARY 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider. My Comment: So many customer experience strategies (CX) seem to focused on B2C. A great resource!

Customer Service 226

Customer Service B2B B2C Entertainment 226

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

CCNG

JUNE 28, 2023

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". Call it what it is, Customer Service. You'll look smarter and find a better suited candidate.

CCNG 195

CCNG Customer Experience Customer Service B2C 195

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.

Customer Service 241

Customer Service B2C Entertainment Customer effort 241

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. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. Well worth it.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. CX is for retail brands, as in B2C. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 229

Customer Service B2B B2C Consulting 229

ShepHyken

AUGUST 1, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company. They want B2C-like experiences.

Brand ambassadors 185

Brand ambassadors B2C Customer Service B2B 185

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 233

Customer Service Customer centricity B2C B2B 233

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Communication is key to great service.

Customer Service 224

Customer Service B2B B2C Accountability 224

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 193

Customer Service B2C B2B Customer Care 193

ShepHyken

OCTOBER 27, 2020

Any time you communicate with your customers, make sure you do so in alignment with your values. Find the customers that align with your culture and values. Don’t be afraid to “fire” customers if they aren’t a good fit. Creating an amazing customer service experience really comes down to the idea of delight.

B2C 359

B2C B2B Customer Service Personalization 359

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 209

Customer Service B2C B2B SaaS 209

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Real estate 395

Real estate B2C B2B Customer Service 395

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. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Here are my top five picks from last week.

Customer Service 216

Customer Service B2B B2C Call Center 216

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. Here are my top five picks from last week.

Customer Service 229

Customer Service Chatbots B2C B2B 229

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

Customer Service 208

Customer Service B2C B2B Customer Care 208

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 223

Government Customer Service B2B B2C 223

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. Also, this article isn’t just for the B2C world. Here are my top five picks from last week.

Customer Service 209

Customer Service B2B B2C Personalization 209

ShepHyken

JANUARY 16, 2017

Each week I read a number of customer service articles from various online resources. 5 Stages to Building Customer Loyalty by Melissa Gonzalez. IBM) As a digital marketer, it’s important to remember that a long-lasting customer relationship takes time and trust; and trust takes a lifetime to build and a second to break.

Customer Service 225

Customer Service Customer retention B2C Contact Center 225

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? Since no channel is a clear winner, companies are, wisely, supporting multiple channels for delivering customer service.

B2C 101

B2C Contact Center Call Center Customer Service 101

ShepHyken

FEBRUARY 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. How the Digital Era Is Redefining Customer Experience by John Finch. (No No Jitter) As customers become more reliant on non-voice methods of communication, CCaaS serves as a necessary aggregation platform.

Customer Service 214

Customer Service B2B Customer retention B2C 214

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

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. Here are my top five picks from last week.

Customer Service 216

Customer Service B2B B2C Advertising 216

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days.

Customer Service 195

Customer Service B2C B2B Feedback 195

ShepHyken

FEBRUARY 10, 2021

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? It happens between the moment the customer thinks of you and the time they actually buy. Everything that happens leading up to the sale is part of the customer experience.

B2C 333

B2C Entertainment B2B Sales 333

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391