ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

Team Support

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. Never even heard of customer centricity? If you raised your hand both times, how certain are you that your business is actually customer centric?

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? So what exactly prevents or hinders these companies ?

B2B 105

B2B eBook Sales Analytics 105

Experience Matters

JANUARY 7, 2016

In our listing of customer experience trends for 2015 , I labeled 2015 as “ The Year of the Employee.” Here is some of the relevant content that we created in 2015: Video: Customer Experience Matters. Shows that employee engagement is critical for customer experience.

Employee Engagement 120

Employee Engagement eBook B2B Tips 120

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones? So what exactly prevents or hinders these companies ?

B2B 98

B2B eBook Sales Analytics 98

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 79

Customer Service eBook B2B CRM 79

Experience Matters

DECEMBER 31, 2015

It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: 2015 Temkin Experience Ratings.

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Gainsight

JANUARY 6, 2023

They’re investing in product experience (PX) and product-led growth (PLG) strategies to efficiently chart a path to durable growth—and smooth sailing when market conditions improve. The common thread between these three approaches is the product experience.” Product Experience . It Depends. What Is Product Education?

Resources 52

Resources Roadmap eBook Analytics 52

BlueOcean

OCTOBER 6, 2020

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Most importantly, being open to what your customers are saying isn’t easy.

Strategy 52

Strategy B2B eBook B2C 52

Daniel Group

JULY 29, 2021

What are the Best Practices for Customer Feedback Analytics Tools? New business intelligence tools (BI) like Power BI and others have made it even easier for you to understand Customer Feedback data in real-time. Let’s discuss the best practices for Customer Feedback Analytics tools to get the most out of your data.

Analytics 122

Analytics Tools Feedback B2B 122

BirdEye

DECEMBER 14, 2022

Electronic books (eBooks) 10. Promotional content often includes coupons, discount codes, and early access, making it a format that converts followers into customers. If you’re operating a business-to-business (B2B) brand, educational content like blogs and guides will be a mainstay in the content you produce. Written posts 3.

Social Media 98

Social Media eBook Infographics Entertainment 98

Oracle

AUGUST 8, 2019

From a B2B sales perspective, companies are seeing that more B2B buyers are expecting B2C-type interactions – 70% of buyers across generations value the fewer negotiations and improved sales processes that online marketplaces can provide. Slow customer responses, lengthy quote to cash cycles, and lost business opportunities.

B2B 67

B2B Sales eBook B2C 67

Daniel Group

JANUARY 30, 2020

Are you listening to your customers? In this edition of Success Strategies, we focus on the benefits of listening to your customers. It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Most importantly, being open to what your customers are saying isn’t easy.

B2B 52

B2B Conference eBook B2C 52

Up Your Service

NOVEMBER 28, 2019

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.

Customer Experience 90

Customer Experience B2C B2B Poor Customer Service 90

inSided

OCTOBER 2, 2019

So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable. That said, it's fair to say that it becomes even more critical in B2B SaaS companies, where increasing customer engagement, and retention, are (or should be!) Let us help you. What’s more?

Self Service 67

Self Service Customer Success B2B Knowledge Base 67

Team Support

JULY 27, 2020

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. This blog series will give you a good starting point to understand the basic differences between the two as it relates to B2B customer support. It’s also not as dynamic when customers scale.

B2B 64

B2B e-support eBook Software 64

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. It can then recommend steps to get the customers closer to eligibility. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them.

Chatbots 143

Chatbots Examples Customer Service Banking 143

Oracle

MARCH 18, 2020

When it comes to attracting, converting, pleasing, and retaining customers (both online and off-line), the sands are constantly shifting. So how are customers shopping, and retailers responding? For more stats and tips on digital commerce, view the full ebook: The 2020 Guide to Digital Commerce.

Strategy 64

Strategy Ecommerce eBook B2B 64

Influitive

OCTOBER 30, 2015

With the martech universe expanding rapidly , many marketers are beginning to fear that an overwhelming amount of technology and automation is causing them to lose touch with their customers—at a time when engagement is more important than ever. Use technology to connect directly with your customers and listen to their needs.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

Oracle

MAY 10, 2021

In this case, “health” means an email that provides customers with content featuring relevant products and promotions that meet their specific tastes and interests. Email marketers want to engage customers so they open emails, click on links, and make purchases. However, high volumes of messages sent leads to email fatigue.

Marketing 49

Marketing Data B2C eBook 49

GetFeedback

AUGUST 10, 2018

According to Gleanster Research , only 25% of marketing leads are actually qualified enough to pass to sales, and 79% never become customers. These broken processes create friction throughout the buyer experience, too. In fact, they’re a lot harder to come by than most people (looking at you, marketers) tend to think.

Sales 150

Sales Survey How To eBook 150

SurveySparrow

APRIL 17, 2020

B2B eCommerce is growing at a fast pace and is expected to touch $6.6 Customer Experience and B2B eCommerce Sales. B2B buyers have come to demand much more from their buying journeys, and many expect a buyer experience similar to that of B2C customers. Custom pricing. Simple checkout process.

Ecommerce 52

Ecommerce B2B Tips Self Service 52

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

Comm100

JANUARY 25, 2018

But just like in B2C businesses, getting feedback from your customer base is still an essential tool to ensure you’re meeting your clients’ needs. This is where a B2B customer satisfaction survey comes into the picture. Running a B2b survey without well-defined goals is like running blindfolded. Objectives. Dissatisfied.

Customer Satisfaction 103

Customer Satisfaction B2B Survey How To 103

Kayako

OCTOBER 6, 2016

Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates. Customer development doesn’t always mean change.

Feedback 247

Feedback eBook Customers Study 247

Solvvy

JUNE 17, 2021

Consumers expect a personalized experience, but they also expect immediacy and accurate responses that can only be achieved with automation. Catering your customer support to your individual customers can be accomplished easily with a smart, chatbot platform like Solvvy. Premium Service for Premium Customers.

Self Service 71

Self Service Customer Experience Chatbots How To 71

Inbenta

JANUARY 17, 2022

9 Customer Service Trends for 2022. Digital transformation has shifted to a new phase where businesses must compete to differentiate themselves in the digital landscape and provide services that cater to employee and customer demands alike. This has a direct impact on customer service. 9 Customer Service Trends for 2022: 1.

Self Service 98

Self Service Trends Customer Service Chatbots 98

C3Centricity

DECEMBER 1, 2020

” In it, I compared the positive and negative implications of technology for customers and companies alike. The Age of the Customer and the Fourth Industrial Revolution. I love these statements, as they clearly apply to their employees as much as they do to their customers, clients, consumers. Click To Tweet. ” Why?

Marketing 177

Marketing Customer Centricity Industry Data 177

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world. Very little.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

TeamSupport

FEBRUARY 15, 2019

Despite the rise of chatbots and text support, telephone customer support is still critical. To ensure customer satisfaction, B2B companies must create strategies that both reduce wait times and accelerate call resolution. How much do customers value their time and a quick solution? Which issues come up most frequently?

B2B 49

B2B eBook Chatbots Software 49

Team Support

MAY 31, 2019

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. Chat is somewhere in the middle, with customers expecting a response in a few minutes. It’s common for customers to call in and expect to speak with a real person right away. But is this a good idea?

B2B 56

B2B B2C eBook Technology 56

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Assessing customer service staff on attitude.

B2B 49

B2B Training Customer Service B2C 49

TeamSupport

MARCH 8, 2019

Too often, businesses don’t place enough value on building positive relationships with their customers. However, especially in the B2B (business-to-business) industry, the value of the customer relationship is increasing. More companies are adding “customer success” teams and specialists to stay in close contact with customers.

B2B 53

B2B How To eBook Customer relationships 53

ClientSuccess

SEPTEMBER 21, 2020

In today’s B2B technology world, it seems common that the phrases “customer success” and “customer support or service” are often intertwined. After all, they’re both about serving the customer and ensuring they’re finding success with your product or service, right?

Customer Success 65

Customer Success B2B eBook Customers 65