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

ProProfs Chat

MAY 6, 2020

Customer Experience & Live Chat Statistics. Future of Customer Experience. Must-Read 53 Customer Experience Statistics for 2020 . With these customer experience stats, facts, and trends, your business can effectively create some of the best strategies that keep customers delighted with your services.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. 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.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

JUNE 5, 2017

My Comment: It’s nice to see an article on CX that is focused on manufacturing and B2B (and not just customer facing or B2C types of businesses). CX & NPS Trends for Influencers – 2020 Edition by CustomerGauge. Customer Gauge) By 2020, however, the CX & NPS industry is bound to change.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Let’s find out what the field professionals actually experience.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

JULY 13, 2020

My Comment: How can you improve the customer experience in a contact/support center? There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

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

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Catherine Blackmore. Emily Garza. Irit Eizips.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

2020 Research

NOVEMBER 22, 2022

And so with this deeper understanding of your customer that can come from actually just talking and interacting with them through market research, you can create richer personas. In terms of getting ready for the cookie-less future, B2C companies have built systems of first-party data, but B2B companies are not in that same position.

Data 52

Data Self Service Groups B2B 52

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. Gartner predicts that in 2020 85% of business relationships will be handled without any human interaction. 24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. Historically, the in-person Perspectives event drew fewer than 1,000 B2B registrants, but this year more than 40,000 B2B and B2C users registered for the new experience, of which 79% were net new leads with more than 50% considered decision-makers at their organization.

Brands 52

Brands Travel Hotels Airlines 52