GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. More than half of Americans have scrapped a planned purchase or transaction because of bad service. Companies with great experiences have a 16% price premium on products and services. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. A chatbot is an important tech tool available to most businesses. Its goal is to help speed up a company’s ability to provide important information to consumers.

Chatbots 146

Chatbots Customer Service Tools Poor Customer Service 146

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Trends 98

Trends Customer Service Video B2B 98

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”. It is important to design a good product.

Poor Customer Service 108

Poor Customer Service Advertising B2B Policies 108

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. In fact, when a company engages their customers through social channels in this way, those customers go on to spend 20 to 40 percent more on products and services from that company.

Social Media 88

Social Media Customer Service How To B2B 88

ShepHyken

AUGUST 30, 2019

Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable. Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

ShepHyken

MAY 24, 2019

This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Surveygizmo estimates that an average rate of return on external surveys is 10% – very shy of the majority of those who experience your service. Are they being honest?

Survey 104

Survey Customer Service Effort Score Infographics 104

SmartMessage Blog

MAY 16, 2023

In the business world, services and products are served to companies and financial institutions as well as to end users. The abbreviation “B2B” (Business to Business) stands for the commercial relations between firms. In B2B, it is important to deliver products or services to other businesses. Why is B2B Important?

B2B 52

B2B Marketing B2C e-support 52

Daniel Group

APRIL 18, 2024

In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. Want to Improve CX Significantly? Enhance Your Communication Strategies! we found some interesting things.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 91

B2B Customer Success Customer Service B2C 91

GetFeedback

JANUARY 19, 2020

Staff & service. Now, I’ll give Expedia points for keeping the email short–just asking whether I was happy, or not. But the email is a bit confusing because it asks several questions, and there’s no neutral option. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Cleanliness. Amenities.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CSM Magazine

DECEMBER 10, 2019

By using social networks and blogging, you can increase your customer base and make new business connections. However, not every product or service can be sold through a social network or blogging due to the specifics of the product or the geolocation of the business. You can make your blog and add posts on Medium too!

Social Media 52

Social Media Customer Base Infographics Advertising 52

Vanilla Forums

JUNE 30, 2020

Providing your customers with a customer self service portal is hugely beneficial in the B2B world and empowers your customers by giving them the tools to help themselves. As such, providing a customer self service portal as a part of your customer service strategy is crucial to success.

Self Service 96

Self Service B2B Customer Service Strategies Strategy 96

ShepHyken

SEPTEMBER 7, 2018

If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI. This week we feature an article by Michelle Nickolaisen about customer review programs. A review program.

Case Study 80

Case Study ROI B2B Study 80

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

Financial 77

Financial B2B Trends Technology 77

Blake Morgan

OCTOBER 27, 2022

COVID transformed the B2B buyer journey, and companies need to adjust their experiences to match. Successful B2B companies rely on technology, scalable personalization, and digital tools. COVID changed everything about how we live and work—especially in the B2B space. But then the pandemic turned everything on its head.

B2B 105

B2B Self Service Competitive Advantage B2C 105

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?

B2B 99

B2B Customer Journeys Social Media Net Promoter Score 99

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. This is a hot topic, especially with younger generations who want the places they do business with to align with what’s important to them. Here are my top five picks from last week. by Tracey Ruff.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

Case Study 59

Case Study Chatbots Study Tips 59

ChurnZero

MAY 6, 2022

Having a target buyer in mind with that pain is super important.”. Category creators face more challenges in B2B. “I But in B2B, being first is terrible. B2B products must impact ROI. “If If your product or service can have an impact on ROI, that’s what you really need to do. That’s an important distinction.”.

ROI 98

ROI B2B B2C Metrics 98

ShepHyken

JUNE 1, 2018

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. But this is what you need to improve your existing products or services further. Every business aims to delight their customers.

Software 101

Software Comparison Customer Satisfaction System 101

Eptica

JULY 8, 2022

Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.

Management 71

Management Knowledge Base B2B Interaction 71

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Why Are B2B Client Engagement Strategies Different from B2C?

B2B 80

B2B Engagement Self Service Strategy 80

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. B2B SaaS Touchpoints When to Conduct the Survey? But fear not!

B2B 52

B2B Survey Customer Experience Touchpoint 52

Beyond Philosophy

MAY 28, 2021

However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships. Rule #1: B2B is complicated, so you need to simplify it. .

Customer Experience 155

Customer Experience Management B2B B2C 155

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. And to deliver top-notch service you need to know what they like, dislike, and expect from your business. What is B2B customer service?

B2B 52

B2B Feedback Customer Service Self Service 52

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SurveySensum

JULY 25, 2023

So you decide to conduct a B2B survey. This scenario highlights the critical importance of sending targeted surveys to the right audience, at the right time, and with clear communication of survey objectives. That’s what we’re going to talk about in this blog – 7 common pitfalls to avoid while sending B2B surveys.

B2B 52

B2B Survey Customer Satisfaction Feedback 52

Team Support

JULY 20, 2020

1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence. Every customer service organization wants to achieve excellence for its customers, but what does that mean exactly?

Net Promoter Score 98

Net Promoter Score B2B Customer Satisfaction Report 98

BirdEye

APRIL 24, 2023

From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. Why is digital marketing important? Why is digital marketing important? It’s measurable.

Marketing 93

Marketing Social Media B2C Advertising 93

BirdEye

MAY 3, 2023

This blog post deals with everything you need to know to leverage the right channels and boost your business revenue. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue. The choice of the right marketing channel can make or break a campaign.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. In B2B SaaS (Business-to-Business Software as a Service), the Voice of the Customer Framework is a complete plan that focuses on collecting, analyzing, and responding to what customers say.

B2B 52

B2B Net Promoter Score Effort Score NPS 52