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. Be authentic, transparent, and honest.

B2C 341

B2C B2B Wireless Customer centricity 341

Contact Center Pipeline

DECEMBER 26, 2018

Advances in technology continue to accelerate an exponential rate. If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Read on to find out!

Contact Center 113

Contact Center Technology B2C B2B 113

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. (Diginomica) How do you enrich the customer experience amidst the current turbulence?

Customer Service 337

Customer Service B2B Journey mapping Chatbots 337

Aspect

SEPTEMBER 26, 2017

Chatbot technology has already made an everlasting digital footprint when it comes to customer engagement. 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. Technology alone cannot assure that.

B2C 87

B2C Chatbots Healthcare Banking 87

ShepHyken

SEPTEMBER 20, 2019

Simply put, B2B support is significantly different than B2C support. With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. The key is to leverage technology to break down these dated silos.

B2B 285

B2B Customer Support CRM B2C 285

ShepHyken

FEBRUARY 22, 2019

Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets. Read Shep’s latest Forbes article: AI: The Technology Penicillin Of The 21st Century. They provide great CX lessons!

B2C 286

B2C B2B Customer centricity Employee engagement 286

ShepHyken

OCTOBER 16, 2023

Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner. Plus, Shep and Andrew share more customer experience tips applicable to businesses, whether in B2B, B2C, or in government.

Customer Experience 243

Customer Experience B2C Government B2B 243

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

JUNE 22, 2018

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. While consumers are hungry to interact with brands via their mobile devices, many B2C communication channels are losing traction and consumer trust.

Customer Experience 39

Customer Experience B2C Airlines Technology 39

ShepHyken

SEPTEMBER 20, 2021

So, will AI technology replace you? According to BCG, brands that create personalized experiences by integrating advanced digital technologies and data for customers saw revenue increase by 6% to 10%. My Comment: Most articles focused on the digital customer experience focus on the B2C world. Or maybe even steal your boyfriend?

Customer Service 47

Customer Service B2B B2C Advertising 47

ShepHyken

AUGUST 1, 2022

What’s more, less than half are investing in new or improved customer engagement technologies, and only 40 percent say they are effectively using data to send customers the right message at the right time via the right channel. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies.

Brand ambassadors 187

Brand ambassadors B2C Customer Service B2B 187

ShepHyken

JANUARY 16, 2017

And, while the article focuses on B2C, the stages can be found in any business relationship. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. There are various “stages” that the customer goes through before he or she says, “I want to come back.”

Customer Service 226

Customer Service Customer retention B2C Contact Center 226

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. SMS remains the most ubiquitous channel, but least flexible.

B2C 67

B2C Contact Center Call Center Customer Service 67

Cincom

APRIL 12, 2021

How do Lean Principles Relate to Digital Technology? But how can it possibly be related to digital, digital being technology-based ? In its simplest form, digital is a binary code made up of ones and zeros—abstract to those of us who have just skimmed the very surface of technology. Let’s take it one step further.

Sales 99

Sales Technology B2C Customer Experience 99

ShepHyken

NOVEMBER 1, 2021

Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.” Also, this article isn’t just for the B2C world. And most of them are somewhat easy to implement.

Customer Service 212

Customer Service B2B B2C Personalization 212

ShepHyken

MARCH 23, 2021

Top Takeaways: The reality of today’s digital world is that the transformation of technology is never done. What are the similarities between B2B and B2C companies? They discuss how valuable customer love is to succeed in an ever-changing world of business. How can companies stay relevant in today’s digital world?

B2C 220

B2C B2B Metrics Technology 220

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Emerging Technologies. Curious how we’re delivering for B2C brands?

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

ShepHyken

FEBRUARY 25, 2019

Forbes) Rapid technological advances have created opportunities for smaller companies to serve customers around the world and effectively compete with larger companies for new customers. CX is for retail brands, as in B2C. Build A 5-Star Customer Experience With Artificial Intelligence by Alston Ghafourifar and Michael Evans.

Customer Service 232

Customer Service B2B B2C Consulting 232

ShepHyken

NOVEMBER 11, 2019

The ability to identify a customer is a powerful opportunity for personalization that, thanks to today’s CX technology, is starting to become more and more common. My Comment: There are review sites for virtually any industry – B2B and B2C. So, do you know who your customers are? More specifically, do you know who each customer is?

Customer Service 236

Customer Service Customer centricity B2C B2B 236

ShepHyken

SEPTEMBER 10, 2023

My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. You may have already experienced one or all of these technologies, but today is just the tip of the iceberg. And here’s another term to consider: generative loyalty. Here’s how.

Customer Service 220

Customer Service B2C Customer retention B2B 220

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. Loyalty and self-service round out the four.

Customer Service 187

Customer Service Advertising B2C Big data 187

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). This past week he shared three really cool technologies that are being used to create better and unique customer experiences. Moore, Executiv e Editor at MarTechExec.

Customer Service 195

Customer Service B2C B2B Feedback 195

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. This week he emphasizes B2B must think like B2C. Here are my top five picks from last week.

B2B 156

B2B B2C Customer Service Advertising 156

Tethr

MARCH 1, 2021

In the age of technology, VoC analytics, and machine learning, our observations are no longer limited. Today, we’ll take you through our research on successful B2C sales behaviors, and the four lessons we learned about how to improve sales. Technology enables more informed sales tactics than ever before. Want to learn more?

B2C 68

B2C Sales Inbound sales Coaching 68

CCNG

FEBRUARY 15, 2023

It is about a technology-generated discontinuity that will compel businesses to compete in a totally new way.” “In Use technology wisely and appropriately, but always focus on the customer experience first and not on saving money by using technology. IT DOESN’T MATTER…B2C OR B2B. We are all customers.

Personalization 150

Personalization CCNG Customer Service B2C 150

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. In fact, these elements become even more important as technology advances, serving as the human foundation that makes AI tools truly effective. Id like to dive in deeper here given its importance to B2B sales.

B2B 62

B2B B2C Sales Construction 62

CX Global Media

FEBRUARY 6, 2019

Everything’s in one place, from orders, management issues, channels, emails, chat, returns, subscription, anything you need and want for B2B and B2C company. Therefore, it’s a platform view that every agent can see the customer for the first time.

Contact Center 270

Contact Center B2C Coaching Call Center 270

ShepHyken

JULY 25, 2016

The ideas seem slanted for B2C companies, but don’t think they wouldn’t work for any type of company. Amazing customers is a function of having a strong: culture, people, strategy, process, and technology (and the order matters). The Art of Amazing Your Customers – 11 Powerful Customer Service Lessons by Vala Afshar.

Customer Service 195

Customer Service B2C Personalization Metrics 195

ShepHyken

FEBRUARY 20, 2023

The challenge for companies, in B2B or B2C, is to use data in such a way that endears the brand to the customers. Plus, Bill discusses the technologies used to capture data and what it means to brands and customers. Customer trust is important. You can personalize the journey based on context.

Personalization 167

Personalization Customer Experience B2C B2B 167

Totango

FEBRUARY 11, 2022

B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital.

B2B 114

B2B Customer Experience B2C SaaS 114

ShepHyken

AUGUST 20, 2018

MyCustomer) Over the past couple of decades, the concept of being able to conduct business operations virtually (both in a B2B and B2C setting) has caused a huge ripple effect for companies across the board. Critical areas of the digital customer experience by Natalia Hawkins. My Comment: How much digital is too much digital?

Customer Service 174

Customer Service B2B B2C Customer Experience 174

TMP Direct

JULY 11, 2024

TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. Innovative Technologies We leverage the latest technologies to enhance our sales processes and customer interactions.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. Innovative Technologies We leverage the latest technologies to enhance our sales processes and customer interactions.

B2C 52

B2C B2B Sales Best practices 52

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity. Consider two types of loyalty; behavioral and attitudinal.

Customer Service 180

Customer Service B2C B2B Customer retention 180

Beyond Philosophy

JULY 5, 2016

Market leaders must provide services and use technologies that restore empathy to the customer experience. B2b and b2c consumers trust humans more than companies or institutions. The technology and tools can’t replace real-time passion, or genuine commitment to the organization, brand and customers.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Interactions

DECEMBER 10, 2020

We’re all heard the stories of brands who failed to challenge the status quo and deploy innovative technologies meant for the digital world. Technology decisions now drive business strategies as companies shift to the digital world. This could look like technologies to enhance customer support and adding digital touchpoints.

Technology 77

Technology Multichannel B2C Customer Care 77