ShepHyken

OCTOBER 6, 2022

Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping. And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Effort Score 70

Effort Score Customer Journey Mapping Touchpoint Customer Relationships 70

Kustomer

JANUARY 11, 2022

Depending on the nature of your business and the needs of your customers, implementing automated assistance in the shape of features such as chatbots can offer many benefits, from quicker response times to streamlining staff expectations. Better Customer Retention. Loyalty is about more than customer retention.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Customer effort score (CES).

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

ShepHyken

JULY 24, 2023

My Comment: Is B2B customer service really that different from B2C customer service? 8 Proven Strategies for Exceptional Customer Service by Rowan Johns (Demotix) In the current business landscape, customers no longer simply buy products and services; they increasingly seek to acquire ideas or experiences.

Article 12

Article Customer Service 2023 Retail 12

Lumoa

FEBRUARY 9, 2023

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 a personalized omnichannel experience in B2B customer journeys.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

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. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

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. onboarding Onboarding is familiarizing a new customer with the service.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64