ShepHyken

APRIL 1, 2024

there’s tremendous opportunity in the B2B world, especially as younger employees who appreciate influencers have careers in the B2B space. Find Products for Customers, Not Customers for Products by Annette Franz (CX Journey) Seth Godin said, “Don’t find customers for your products, find products for your customers.”

Customer Service 78

Customer Service Government B2B B2C 78

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.

Customer Service 62

Customer Service B2B B2C Retail 62

ShepHyken

SEPTEMBER 1, 2021

The reason I bring this up is that I get pushback from the B2B world. Some of my B2B clients don’t think they have to meet Amazon’s level of service. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. They’ve been doing it for decades.

B2B 144

B2B Comparison Healthcare Customer Service Training 144

ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company.

Customer Service 151

Customer Service B2C B2B Customer Retention 151

ShepHyken

FEBRUARY 1, 2021

A 6-Step Process to Creating a Superior Customer Experience From the Inside Out by B2B International. B2B International) Our recent research shows that the majority of B2B business leaders feel that understanding their customers is a focus area for improvement throughout 2021 and beyond. Follow on Twitter: @Hyken.

Customer Service 140

Customer Service Rewards Programs B2B Loyalty Programs 140

ShepHyken

JUNE 7, 2021

Put another way, before you can have an amazing customer experience, you must start with an employee experience. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Absolutely!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

Daniel Group

MAY 1, 2019

Over the last several years, I’ve seen an increasing number of B2B service organizations buy into the idea that communication, a soft skill, is an essential ingredient in delivering exceptional customer experiences and in turn, hard business results such as repeat business and word of mouth referrals.

B2B 40

B2B Communication Tips Travel 40

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.

Customer Service 73

Customer Service Social Media Tips Trends 73

ShepHyken

JANUARY 18, 2021

Userlane) A brief comparison between two customer self-service solutions for B2B businesses in terms of the functional and emotional experience they provide and their cost-saving potential. Both are self-service options, but what’s more effective? .” These are fundamental concepts for every type of business.

Self Service 127

Self Service Customer Service Customer Journeys B2B 127

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. The post How to Measure Customer Retention appeared first on Shep Hyken.

Customer Retention 167

Customer Retention Measurement How To B2C 167

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.

Customer Service 65

Customer Service Social Media Tips Trends 65

ShepHyken

DECEMBER 28, 2020

20 important statistics about the B2B customer experience by Mark Bowen. Intelligent CIO) Customer service has always been important for B2B sellers, but the demands of B2B buyers have shifted in line with what they have come to expect from their experience as consumers. And there are nine more after that!

Customer Service 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

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 look around and research. They may call us or visit us.

Entertainment 127

Entertainment B2C Customer Service Training B2B 127

ShepHyken

FEBRUARY 8, 2021

Also included are self-service chatbots, a contactless experience, and codeless programming that makes it easy for companies to automate and keep up with fast changes needed to manage their customers’ expectations. 10 B2B Customer Experience Myths & How to Improve Your CX Maturity by Lynn Hunsaker.

Customer Service 97

Customer Service Self Service B2B Retail 97

ShepHyken

DECEMBER 29, 2021

What message do these examples send to their customers? In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . I’m not suggesting you put all of your customers on the honor system when it comes time to be paid.

B2B 139

B2B Customer Service Training Customers Retail 139

ShepHyken

NOVEMBER 9, 2020

I’ll also suggest you consider some of these, regardless of the type of business you are in; online, brick-and-mortar, B2B, etc. Most customers want to be able to talk to a human when they need to. 3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. Follow on Twitter: @Hyken.

Customer Journeys 109

Customer Journeys Customer Service B2C Ecommerce 109

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Done right, customer support makes you money. . Follow on Twitter: @Hyken.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

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.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

ShepHyken

FEBRUARY 16, 2020

While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. I’m sure the Instagram strategy won’t appeal to most B2B’s, but there’s still plenty of good ideas to consider. Top 5 B2B Customer Experience (CX) Best Practices for 2020!

Customer Service 129

Customer Service Customer Journeys B2B Retail 129

ShepHyken

SEPTEMBER 7, 2022

And another is sent to inform the customer the package has arrived. Frequent communication is one of the reasons customers have so much confidence in Amazon. . One of our clients sells to businesses (B2B). It creates confidence and credibility and gives the customer a sense of control. . Follow on Twitter: @Hyken.

Communication 73

Communication How To B2C Exercises 73

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 126

B2C B2B Customer Service Training Customers 126

ShepHyken

AUGUST 1, 2022

Is Your Organization’s Digital Customer Experience Proactive or Reactive? CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. by Jeannie Walters. Can you deliver?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

APRIL 14, 2024

There really is something here for everyone – from small to large businesses and from B2C to B2B. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. My Comment: The Forbes Communications Council has compiled a list of 17 tips for building loyalty.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

ShepHyken

SEPTEMBER 14, 2020

How to Boost B2B Customer Experience on Your Website by Chris Christoff. Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. My Comment: Your website is a powerful opportunity to deliver a better customer experience. Here are a few ideas.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

OCTOBER 13, 2021

Perhaps a better way to put it is to track your customers on social media. This is especially powerful for B2B businesses, but almost any type of business that has one-on-one relationships with customers can use this tip. Set up a Google Alert for your best customers. The customer could be an individual or a company.

Loyalty 106

Loyalty Social Media Tips Communication 106

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 97

Poor Customer Service Customer Service B2B B2C 97

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

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

ShepHyken

FEBRUARY 12, 2020

Customers love to feel like they’re part of something. The way to make that happen is to think of them not as a customer, but as a partner. This is a powerful B2B strategy, but it works with something as simple as buying shoes. They understand what the customer wants, not just what they say they need.

Customer Focused 144

Customer Focused B2B Customer Service Training Customers 144

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.” These lessons are applicable to the B2B world, as well. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Retail B2B B2C 78

ShepHyken

APRIL 18, 2023

Amazon has educated its customer as to what a great experience looks like. It meets and exceeds consumer expectations, and now customers want, hope, and expect every company they do business with to be as good as Amazon. I don’t care if you’re B2B or B2C, everyone you do business with is a consumer at some level.

B2C 65

B2C B2B Customer Service Training Retail 65

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.

Exercises 154

Exercises B2C B2B Customer Service Training 154

ShepHyken

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. Even if you’re not in retail, it’s important to understand basic consumer behavior, as more and more it crosses over into the B2B world. Wegmans, Trader Joe’s Master Pandemic Customer Service by Gina Acosta.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

NOVEMBER 6, 2023

How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024. B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. My Comment : When the economy is down, customers want more value for their dollar.

Self Service 67

Self Service Customer Service Contact Center Loyalty 67

ShepHyken

FEBRUARY 25, 2019

Here are several ways that AI is helping different companies in different industries create a better customer experience (CX). Have Many B2B Companies Missed The Customer Experience Revolution? Smart companies in the B2B space recognize the importance of delivering a powerful CX. by Adrian Swinscoe.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

DECEMBER 24, 2023

My Comment: If you’ve been following my work, then you know I’m a huge fan of the employee experience driving the customer experience, which is what this article is about. On top of that, it also brings the idea of a hospitality mentality that any business (B2C and B2B) can adopt. Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Employee Experience B2C Hospitality 64

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 Training Connections 88

ShepHyken

NOVEMBER 30, 2020

(No Jitter) Especially now, customers crave humanized experience and personal touch when it comes to service and support. A B2B company reworks its ‘clunky’ digital user experience by Peter Lucas. Here’s how a B2B construction equipment made the move. Can they co-exist? According to this author they can.

Customer Service 85

Customer Service Ecommerce B2C B2B 85