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!

Customer Journeys 109

Customer Journeys Customer Service B2C Ecommerce 109

ShepHyken

SEPTEMBER 14, 2020

(Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service and the ones who serve your customers and help make your organization run seamlessly. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

JANUARY 20, 2020

My Comment: While a short article like this may not be all you need to start and run a customer loyalty program, this is a good start to get you thinking about the type of program you might consider. Loyalty Trends in 2020: How Will This Year Be Different? Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Loyalty Programs 119

Loyalty Programs Customer Service Effort Score Self Service 119

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. My Comment: How do you increase customer retention?

Customer Service 105

Customer Service Infographics Customer Retention B2B 105

ShepHyken

NOVEMBER 16, 2020

This is what will help customers choose you over your competition. 20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. Follow on Twitter: @Hyken.

Ecommerce 85

Ecommerce Customer Service Call Center e-support 85

ShepHyken

JANUARY 13, 2020

You’ll read three ideas, and the second is my favorite, which focuses on creating advocacy, not loyalty. 4 Things to Automate In 2020 for Better Customer Relationships by Nathan Resnick. HubSpot) Customer relations should always be a top priority for any business. It’s not rocket science, but it doesn’t have to be.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

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. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Ecommerce B2C B2B 85