ShepHyken

MARCH 4, 2025

Short of direct feedback, which in my opinion is still the best way to learn if your customers love you (or not), read competitor reviews on their websites or in the B2B world and partake in industry forums to find out what customers are saying about the companies they do business with. Take the guesswork out of it.

Workshop 85

Workshop Feedback Customer Service Training B2B 85

Gainsight

JANUARY 10, 2025

AI and automation are fueling the expansion of Digital CS, allowing organizations to: Engage Customers at Scale: Automated workflows and self-service tools simultaneously provide consistent, tailored experiences to thousands of customers. This broader adoption signals that CS is becoming a universal business strategy.

2025 52

2025 B2B Chief Customer Officer 2024 52

CloudCherry

SEPTEMBER 9, 2019

Today, my passion is helping businesses become loved by establishing customer focus as a core value. True customer focus isn’t a strategy—it’s a way of being. I’ve been known to disappear behind a mirrorless camera for hours on end, and there’s a soft spot in my heart for old-school, tabletop roleplaying games.I’ve

B2C 186

B2C Workshop B2B Employee Experience 186

ShepHyken

FEBRUARY 12, 2020

Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. Are you that good? Be transparent.

Customer Focused 152

Customer Focused Customer Service Training B2B Customers 152

Experience Investigators by 360Connext

DECEMBER 17, 2019

10: Improving B2B Customer Experience: Is It More Personal Than B2C? Read as I explain how it can be that B2B relationships with customers are often MORE personal than those in B2C, even if that seems counterintuitive. #9: 9: 5 Ways Successful Teams Close the Customer Experience Gap.

2019 178

2019 2020 B2C Customer Journey Mapping 178

SurveyGizmo

NOVEMBER 11, 2021

Now, as workers return or plan to return to work , we are back to living B2B lives during part of the day. A Forrester study found that 59% of B2B buyers and sellers prefer not to interact with a sales rep and 74% prefer buying directly from a website. What Do B2B Consumers Want? This personalization is different.

B2C 98

B2C B2B E Commerce 2022 98

ShepHyken

FEBRUARY 1, 2021

A 6-Step Process to Creating a Superior Customer Experience From the Inside Out by B2B International. B2B International) Our recent research shows that the majority of B2B business leaders feel that understanding their customers is a focus area for improvement throughout 2021 and beyond. Follow on Twitter: @Hyken.

2021 148

2021 Article Customer Service Rewards Programs 148

ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company.

Article 158

Article 2021 Customer Service B2C 158

PeopleMetrics

JANUARY 13, 2025

Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action. Its about creating a culture where every decision is made with the customer at the center. Without that, the idea of being customer-focused is just empty talk.

Customer Centricity 71

Customer Centricity 2025 2018 Culture 71

Kustomer

JANUARY 21, 2021

With the masses flocking to online business, especially in times of COVID-19, those involved with customer service and business-to-business companies have had to completely rethink the customer experience. As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. TRANSCRIPT.

B2B 72

B2B B2C Customer Centricity Sports 72

ShepHyken

JUNE 7, 2021

Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Absolutely!

Article 141

Article 2021 Customer Service Loyalty Programs 141

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. Chatbots vs Knowledge Bases: Which One Is Better?

2021 135

2021 Article Customer Service B2B 135

Customer Bliss

NOVEMBER 28, 2017

” Sami has 18 years of experience leading teams at Verizon Enterprise, and at American Bath Group, he leads a customer-focused cultural shift to enable sustainable organic growth via disciplined and systematic customer experience management. That’s what I do – I get people to talk to one another who aren’t talking.”

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

ShepHyken

SEPTEMBER 1, 2021

The reason I bring this up is that I get pushback from the B2B world. Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. They’ve been doing it for decades. Follow on Twitter: @Hyken.

B2B 151

B2B Healthcare Customer Service Training Retail 151

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Team Support

JULY 27, 2020

This proves particularly important with B2B (business-to-business) relationships using an MRR (monthly recurring revenue) model since those customers tend to be higher value, thus more critical to retain. The buying cycle is typically longer as well, which makes it more difficult to fill a revenue gap if a customer is lost.

B2B 90

B2B Customer Success Financial 2020 90

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. The post How to Measure Customer Retention appeared first on Shep Hyken.

Customer Retention 170

Customer Retention Measurement B2C Customer Service Training 170

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. What message do these examples send to their customers?

Customer Service Training 146

Customer Service Training B2B Customers Retail 146

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. Too often, brands in this space rely on archaic methods, instead of reading the changing tides of the B2B industry. What’s changed among B2B buyers?

B2B 59

B2B B2C Transportation Voice of Customer 59

ShepHyken

NOVEMBER 9, 2020

I’ll also suggest you consider some of these, regardless of the type of business you are in; online, brick-and-mortar, B2B, etc. Most customers want to be able to talk to a human when they need to. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan.

Article 114

Article 2020 Customer Journey Mapping Customer Service 114

ShepHyken

DECEMBER 28, 2020

20 important statistics about the B2B customer experience by Mark Bowen. Intelligent CIO) Customer service has always been important for B2B sellers, but the demands of B2B buyers have shifted in line with what they have come to expect from their experience as consumers. It is refreshing to get the B2B perspective.

Article 114

Article 2020 Customer Service Loyalty Programs 114

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Customer experience suffers, and customers lose faith in the overall brand. A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. A B2B firm promoted their friendly, open partnerships with clients.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

InteractionMetrics

JANUARY 7, 2025

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Consulting B2B 52

eglobalis

OCTOBER 1, 2024

Superior Customer Experience : When all teams align their goals around the customer journey, the organization delivers a consistent, high-quality experience across all touchpoints. Companies like Microsoft, Spotify, and Amazon provide compelling examples of how breaking down silos can fuel transformation and long-term success.

2020 446

2020 Customer Journey Mapping Culture Innovation 446

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Customer Bliss

SEPTEMBER 12, 2017

The capabilities they’re continuing to build out include: How the customer engages with Cisco. Even though Cisco is predominantly B2B, they have found that emotion is a major driver in the process. While that’s logical , it’s not normative in B2B settings. You are the duct tape of the organization.

2007 0

2007 B2B Leadership Events 0

CSM Magazine

MARCH 6, 2025

” Alongside winning Best Employee Engagement Strategy, UK Power Networks was nominated for Best Customer Satisfaction Strategy, Customer Focus – Large Enterprise, and Customer Commitment B2B.

Engagement 52

Engagement B2B 2020 Customer Satisfaction 52

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? – You must not only meet but exceed your customer’s expectations. It’s time to unleash the potential of your B2B customer experience. Know your Customers Have you fallen into the trap of oversimplifying customer needs, focusing only on product quality and price?

B2B 52

B2B Customer Experience Marketing Customer Centricity 52

ShepHyken

MAY 23, 2018

And, if the company provides good service, 66% of customers would be more loyal and 65% would be willing to recommend the company, and my favorite stat, 48% would spend more. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Poor Customer Service 100

Poor Customer Service Customer Service B2B B2C 100

ShepHyken

FEBRUARY 16, 2020

While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. I’m sure the Instagram strategy won’t appeal to most B2B’s, but there’s still plenty of good ideas to consider. Top 5 B2B Customer Experience (CX) Best Practices for 2020!

2020 105

2020 Article Customer Service B2B 105

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. It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Customer Bliss

APRIL 20, 2016

In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. I call this one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Heart of the Customer

MARCH 5, 2019

One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. The post Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs appeared first on Heart of the Customer. Heart of […].

NPS 68

NPS B2B ROI Measurement 68

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. About Robert. 15+ years working in the digital industry.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

ShepHyken

FEBRUARY 8, 2021

Also included are self-service chatbots, a contactless experience, and codeless programming that makes it easy for companies to automate and keep up with fast changes needed to manage their customers’ expectations. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker.

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2021 Article Customer Service 2009 104