ShepHyken

NOVEMBER 9, 2020

3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. CMSWIre) While B2B companies may be behind their B2C peers, many are starting to catch up by taking ideas from the B2C playbook and applying them to the B2B experience. Usually, it is the opposite, we learn from B2C, but not today!

Article 113

Article 2020 Customer Journey Mapping Customer Service 113

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 Net Promoter Score 114

Oracle

SEPTEMBER 10, 2019

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. What are the most important differences between B2B and B2C? Who is the customer and how do they behave? Business-to-consumer (B2C) processes are aimed in a very different direction. Also important?

B2C 64

B2C B2B Sales Marketing 64

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

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

Customer Bliss

APRIL 4, 2018

Donna learned that when it comes to prioritizing initial work to improve customer-focused operations, you must first understand how the company d efines and communicates the role and value of the CCO. Determine Customer Growth, Loss, and Retention. Listen and Understand How You Can Provide Value.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

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.

B2C 158

B2C Customer Service Training B2B Leadership 158

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08

Article 152

Article 2021 Customer Service 2026 152

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? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. They may call us or visit us. Follow on Twitter: @Hyken.

Magazine 133

Magazine Entertainment B2C Customer Service Training 133

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

B2C 129

B2C Customer Service Training B2B Definition 129

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

ShepHyken

JANUARY 18, 2021

My Comment: Here’s a compilation of customer service and experience experts sharing their insights on B2B trends post-COVID-19. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2021 133

2021 Article Customer Service B2B 133

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Many of the same principles in a B2C loyalty program apply to B2B. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. My Comment: A loyalty program for B2B?

Article 139

Article 2021 Customer Service Loyalty Programs 139

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

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

AUGUST 1, 2022

(CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. Can you deliver?

Article 74

Article 2022 Customer Service B2C 74

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Article 93

Article 2019 Customer Service Customer Centricity 93

Customer Bliss

JULY 7, 2016

They were, in effect, creating emotional pain for a customer. Having always been a customer-focused company, could they really allow technology to shift that philosophy for them? B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.

Customer Experience 141

Customer Experience Chief Customer Officer Insurance B2C 141

ShepHyken

FEBRUARY 5, 2018

Here are ten points that are relevant for any company that wants to sell in way that creates customer loyalty. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX CX Café) T here are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

FEBRUARY 25, 2019

(Forbes) There is evidence that many B2B companies have still not grasped these fundamentals and the role they play in delivering a well-designed, consistent and connected customer experience. CX is for retail brands, as in B2C. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

2019 91

2019 Article Customer Service Guest Experience 91

ShepHyken

SEPTEMBER 20, 2021

My Comment: Most articles focused on the digital customer experience focus on the B2C world. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

2021 18

2021 Article Customer Service B2B 18

Bill Quiseng

MARCH 7, 2016

While I set out to accomplish a task on my terms and the way I needed to do it, I discovered that some of the best companies just do not have the people or processes in place to adequately service customers in nontraditional ways. Power, 67% of consumers have used a company’s social media channel for their customer service needs.

Social Media 115

Social Media Customer Service Brands 2011 115

Customer Guru

AUGUST 8, 2018

Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

JANUARY 20, 2020

My Comment: While this article focuses on the travel industry, the main topic is around the subscription model. There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2020 96

2020 Article Customer Service Loyalty Programs 96

ShepHyken

AUGUST 1, 2016

(Tech.Co) Indeed, it seems sometimes as if “customer service” is just a dark hole that customers enter and then eventually extract themselves because it is just not worth the hassle. My Comment: All types of businesses (B2B, B2C, large, small, etc.) Customers want an easy and smooth transaction.

2016 83

2016 Article Social Media Customer Service 83

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.

2017 90

2017 Article Customer Service Contact Center 90

ShepHyken

FEBRUARY 4, 2019

My Comment: So many customer experience strategies (CX) seem to focused on B2C. I’ve been a strong advocate for B2B companies to understand their customers’ expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience). Follow on Twitter: @Hyken.

2019 90

2019 Article Customer Service B2B 90

ShepHyken

MARCH 25, 2020

Customers of all types of businesses, B2C and B2B, are frustrated, have less patience, are angry and even scared. That means delivering the customer service experience your customers expect. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 107

Customer Service Training Customer Service B2C B2B 107

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. Follow on Twitter: @Hyken.

2021 91

2021 Article Customer Service 2022 91

ShepHyken

SEPTEMBER 7, 2022

Communication is not limited to B2C companies and brands. . It creates confidence and credibility and gives the customer a sense of control. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. On the contrary! Follow on Twitter: @Hyken.

Communication 77

Communication B2C Workshop B2B 77

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Most B2C is pretty transactional.

B2B 72

B2B B2C Customer Centricity Sports 72

ClearAction

MAY 28, 2015

Brands with the best customer experience or service like Zappos, REI, Trader Joes, Nordstrom, Ritz Carlton, Adobe, Boeing, and American Express — they pay attention to their customers first and themselves second. Whether it’s B2C or B2B it makes no difference, the focus is on the customer, and that’s what matters.

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

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?

Article 76

Article 2020 Customer Service Contact Center 76

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. Follow on Twitter: @Hyken.

2020 86

2020 Article Customer Service Net Promoter Score 86

ShepHyken

FEBRUARY 10, 2020

They should be focusing on their clients’. My Comment: I’ve talked to executives from B2B companies who feel that customer experience is not as important to them as it is for consumer-focused B2C companies. It’s just as important and maybe even more so, as many B2B’s have few clients than typical B2C’s.

2020 85

2020 Article Customer Service Customer Retention 85

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). In addition, it includes a great infographic with the history of customer service, from walk-in service (before phones) to where we are today in the digital world.

Article 78

Article 2018 Net Promoter Score Customer Service 78

Optimove

OCTOBER 18, 2023

Drawing on exclusive data collaborations with industry leading B2C brands, Optimove has unearthed valuable insights over the past three years that can elevate your marketing game during this critical sales period. The key is to employ Customer-Led Marketing and make sure campaigns start with the customer.

Insights 78

Insights Multi-Channel Omnichannel B2C 78