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

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. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. Follow on Twitter: @Hyken.

B2C 129

B2C Customer Service Training B2B Definition 129

Bill Quiseng

DECEMBER 13, 2021

Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies. Karen Hertzberg is a writer and digital content marketer from the Seattle metro area. Empathy is her superpower, and she’s obsessed with clear, thoughtful written communication.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

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

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

Bill Quiseng

FEBRUARY 7, 2024

Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction. Welcome to CX 101.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

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

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

FEBRUARY 5, 2018

The sales person than can out service their competitor wins. 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 Follow on Twitter: @Hyken.

2018 15

2018 Article Customer Service B2C 15

ShepHyken

NOVEMBER 11, 2019

My Comment: There are review sites for virtually any industry – B2B and B2C. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 93

Article 2019 Customer Service Customer Centricity 93

ShepHyken

SEPTEMBER 20, 2021

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. This article covers digital CX trends in the B2B manufacturing world.

2021 18

2021 Article Customer Service B2B 18

ShepHyken

APRIL 22, 2024

It doesn’t matter if your organization is B2C or B2B, the Amazon Effect is influencing your customers’ expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 86

2024 Article Customer Service E Commerce 86

ShepHyken

MAY 5, 2024

There are plenty of ideas for any type of business (both B2C and B2B). ‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari (USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.

2024 77

2024 Article Customer Service Social Media 77

ShepHyken

JANUARY 20, 2020

There are many companies out there (B2B and B2C) that have not given enough consideration to a subscription model. One of the author’s comments summarize why this model works: Consumers who buy into subscription services are committed beyond just a one-time purchase…. Follow on Twitter: @Hyken.

2020 96

2020 Article Customer Service Loyalty Programs 96

ShepHyken

MARCH 4, 2024

This final article suggests that B2B companies should start thinking a little more like B2C and create an e-commerce experience. I’ve been telling my clients that regardless of the business, your customer is a consumer. They will compare you to their best experience, regardless of whether it is B2B or B2C. Most likely, it’s B2C.

Article 64

Article E Commerce 2024 Customer Service 64

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. Follow on Twitter: @Hyken.

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). Have fun with this one… and learn!

2019 90

2019 Article Customer Service B2B 90

Bill Quiseng

MARCH 15, 2023

Employees don’t seek B2B or B2C companies. They would feel that, as their boss, you don’t care much about them. And, soon, they could care less about you and your business. Instead, select a person. They engage in companies that are H2H. Human to Human. Heart to Heart. Employees don’t care how big you are.

B2C 88

B2C B2B Connections Engagement 88

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. Go to The Customer Focus to learn more about our customer service training programs.

2021 91

2021 Article Customer Service 2022 91

ShepHyken

MARCH 31, 2024

While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 89

Article Customer Service 2024 Government 89

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

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

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. 5 ways to increase customer retention in 2020 by Michael Barnard.

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

ShepHyken

JUNE 13, 2016

Perhaps one of the most important trends is the first one, that emphasizes how self-service customer service is a viable channel. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 83

2016 Article Customer Service Customer Retention 83

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. Follow on Twitter: @Hyken.

Article 83

Article 2021 Customer Service Retail 83

ShepHyken

JULY 2, 2018

Good info that everyone should consider if they want to build a stronger relationship with their customers and give them a better experience. 5 Tips for IT to Better Manage the Customer Experience by BizReport. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Article 75

Article 2018 Customer Service B2C 75

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

NOVEMBER 30, 2020

My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. 5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…) by Michael Hinshaw. Here’s how a B2B construction equipment made the move.

Article 70

Article 2020 Customer Service B2C 70

ShepHyken

JUNE 12, 2017

Actually there is a seventh, and that is that before you can focus on customer loyalty, you must define what it is for your company. Depending on the type of business you’re in (B2B or B2C) customer loyalty will be different. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Metrics 80

ShepHyken

MAY 5, 2024

There are plenty of ideas for any type of business (both B2C and B2B). ‘You tip, we tip’: Domino’s to begin tipping customers who tip their delivery drivers by Gabe Hauari (USA Today) If you’re a Domino’s Pizza customer and you tip your delivery drivers, good news: You too could be eligible to receive a tip.

2024 66

2024 Article Customer Service Social Media 66

ShepHyken

APRIL 1, 2024

While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 83

Article Customer Service 2024 Government 83

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. ” Businesses need to know that loyalty, earned from a younger customer, is a key to long-term growth and success. Follow on Twitter: @Hyken.

2018 72

2018 Article Customer Service Loyalty 72

ShepHyken

APRIL 28, 2024

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

E Commerce 74

E Commerce Article 2024 Loyalty Programs 74

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. In other words, they are marketing their services to humans. Connect with Shep on LinkedIn.

Article 62

Article Customer Service B2B 2023 62