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

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? That first time the customer lands on your website or makes a phone call – that’s the opening act. There’s the follow-up, customer support and repeat business.

B2C 329

B2C Entertainment B2B Sales 329

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 248

Customer Service B2B B2C Surveys 248

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

ShepHyken

SEPTEMBER 7, 2021

In a digital customer service interaction, the customers are already logged in and have already begun their search for answers. If and when a human-to-human interaction is needed, the customer support agent should be able to know who the customer is and what they are looking for.

Self service 53

Self service B2C Customer centricity B2B 53

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ShepHyken

FEBRUARY 5, 2018

(SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. 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

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

B2C 207

B2C Banking B2B Customer advocacy 207

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

ShepHyken

SEPTEMBER 20, 2021

Creating a team that can address customer issues around the clock isn’t always easy, especially if you’re a small business looking to stay competitive. That doesn’t mean you can’t consider other options that will help you serve your customers. My Comment: How can you offer 24-hour customer support and not really be available 24 hours?

Customer Service 46

Customer Service B2B B2C Advertising 46

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 199

Customer Service Metrics B2C B2B 199

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

ShepHyken

NOVEMBER 29, 2021

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. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. If you are in a business that ships merchandise, then you must read this article.

Customer Service 225

Customer Service Chatbots B2C B2B 225

TeamSupport

AUGUST 5, 2020

The argument can be made that if you have the right B2B customer support software solution, the chat bot is not a good idea. For one, some customers may look to speak to a real person and be annoyed when they find out that they have started a session with a chat bot. Many times, the customer has given up by then.

B2B 89

B2B Customer Support B2C Personalization 89

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. How a CSAT survey can look like. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

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. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch.

Customer Service 208

Customer Service Upselling B2C Customer retention 208

ShepHyken

JANUARY 20, 2020

There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. My Comment: In the customer contact/support center, live chat is a hot topic. This is the fifth report from Comm100 about how chat is being used to support customers.

Customer Service 238

Customer Service B2C Entertainment Customer effort 238

ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Imagine that!

Customer Service 215

Customer Service B2B B2C Call Center 215

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 224

Customer Service Customer retention B2C Contact Center 224

ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. Not sure where your customers go when they’re online? Are people asking for customer support? Then try asking them, through a survey.

Customer Service 223

Customer Service B2B B2C Accountability 223

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Customer Service 189

Customer Service B2C B2B Contact Center 189

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

OCTOBER 4, 2022

Customer service teams should have one common goal. In customer service, different teams, such as the customer support team, the social media department, and the sales team, have their individual roles. Still, the goal must be unified to win the customer over with an amazing experience. It’s human to human.

Brand ambassadors 165

Brand ambassadors B2C Coaching B2B 165

Amity

JUNE 28, 2016

SaaS Tattler Issue 88 - Customer Success in B2B vs B2C and why it's important to you. It seems pretty insane to think that Customer Success could actually be as complex -- if not more -- for B2C companies in making their customers successful, as it would for B2B companies. Wait, what? to some extent.

B2C 52

B2C B2B SaaS Customer Support 52

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. Nate Brown Love this challenge @brittanynaylor!

Contact Center 206

Contact Center B2C B2B Metrics 206

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

Ameyo

JULY 15, 2018

The harsh reality for today’s business organizations is that it takes months to find a customer and just few seconds to lose one. 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.

Customer Support 60

Customer Support B2C Customer Experience Customer Service 60

ShepHyken

NOVEMBER 16, 2020

(Sharpen) We’ve put together a five-step plan to help you eliminate the negative customer service stereotype from your call center. These steps will help you boost your agents’ performance and keep your customers coming back. My Comment: Some people would rather go to the dentist than call customer support.

Customer Service 173

Customer Service B2C Call Center Government 173

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C SaaS 114

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

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 54

Customer Support B2C B2B Surveys 54

aircall

DECEMBER 13, 2018

Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start! That's a very typical design of a CSAT survey.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B Personalization Customer Support B2C 56

TeamSupport

MAY 31, 2019

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Chat is somewhere in the middle, with customers expecting a response in a few minutes. But is this a good idea?

Customer Support 56

Customer Support B2B B2C voip 56

TeamSupport

JUNE 3, 2020

Companies want you to switch, but when it comes to B2B (business-to-business) customer support software, how do you know when it’s a good idea? To get started, here is a list of questions to ask yourself so you can better understand if you need to make a change with your support software.

B2B 64

B2B Customer Support B2C Self service 64