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

JUNE 7, 2021

(Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. Word clouds can help others in the organization connect with the real language customers use again and again! Absolutely!

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. 20 important statistics about the B2B customer experience by Mark Bowen. And there are nine more after that!

Customer Service 141

Customer Service Loyalty Programs B2B Competitive Advantage 141

ShepHyken

FEBRUARY 10, 2021

The point he was making was that the customer experience begins the moment the customer connects with you, not when they see you on stage or in person. 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?

Entertainment 127

Entertainment B2C Customer Service Training B2B 127

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. Trust is an emotional connection that drives repeat business and loyalty. Follow on Twitter: @Hyken.

Self Service 137

Self Service Customer Experience Customer Service B2C 137

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). Find ways to communicate – even over-communicate – with your customers. Kevin wrote to me, “I’m giddy!”

Communication 73

Communication How To B2C Exercises 73

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

Bill Quiseng

MARCH 15, 2023

Employees don’t seek B2B or B2C companies. Your people will be enthused and energized to passionately engage customers. They will create an emotional connection with your customers. The more emotional the connections, the more memorable the experiences, the more loyal the customers are. Human to Human.

B2C 88

B2C B2B Training Connections 88

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. Connect with Shep on LinkedIn.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

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

NOVEMBER 6, 2023

The Latest Trends in CX Self-Service by Jeremy Watkin (Call Centre Helper) As more and more people isolate themselves into the post-pandemic, virtual world of social media, the backlash when they can’t quickly solve their issues increases in severity. My Comment: Self-service is great until it doesn’t work.

Self Service 67

Self Service Customer Service Contact Center Loyalty 67

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 by Pam Hughes.

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

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

MAY 23, 2018

86% of surveyed customers said that if there was an emotional connection with a customer support agent and the customer felt they were cared for and valued, they would be willing to continue to do business with the company again. The numbers are different in the B2B world, as the customer may have fewer options.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

ShepHyken

FEBRUARY 25, 2019

This article makes the point that trust is a defining piece of the customer experience. Today’s customers expect trust, and as the author states, it “has become the indispensable connective tissue between brands and customer loyalty.”. Have Many B2B Companies Missed The Customer Experience Revolution?

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

ShepHyken

AUGUST 6, 2023

Since the beginning of my career, I’ve preached about that many customer service skills and CX strategies apply to every type of company in any industry. That includes B2C, B2B, and G2C (Government to Citizen). Hence, use many of these tips and do more to maximize your customer satisfaction.”

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

SEPTEMBER 10, 2023

So how can you become dedicated to customer happiness and watch your sales take off? My Comment: This short article includes four common sense ideas that every business, regardless of size, industry, B2B or B2C, etc., Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

SEPTEMBER 23, 2019

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. These are the ways great companies are getting their customers to return again and again. The Ultimate Guide to B2B Reviews by Sarah Fraizer. Follow on Twitter: @Hyken.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

ShepHyken

OCTOBER 24, 2022

While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. In short, companies must balance technology and human-to-human experiences, otherwise, they risk creating the connection that gets customers to want to come back.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

Blake Morgan

JANUARY 20, 2022

His blog, Beyond Philosophy, helps readers understand changing customers and build solid connections and relationships. . Dan believes in the connection between CX and marketing and uses his blog to share creative ways to create immersive and amazing experiences. Dan Gingiss . Jay Baer . Jeanne Bliss . Jim Tincher .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MAY 28, 2023

Driving accelerated, sustainable growth while delighting customers is a complex puzzle. My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. Connect with Shep on LinkedIn. I refer to this as a hospitality mentality.

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

ShepHyken

AUGUST 20, 2018

.” Are your customers’ experiences profoundly remarkable? Retail Customer Experience) Emotional connection in the customer experience game is a mere table stake, not an extra or a value-add. The absence of an emotional connection is the definition of a poor customer experience. by Chip Bell.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

APRIL 25, 2022

Instead of treating customer service like an afterthought or an overhead cost, your company has an opportunity to turn customer service into a revenue generator and a strategy to create a long-lasting competitive advantage. When a customer takes the time to download an app, it’s a commitment.

Customer Service 65

Customer Service Loyalty Programs Loyalty Competitive Advantage 65

ShepHyken

NOVEMBER 16, 2020

3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. And today, in the experience economy, there is ample evidence to suggest a strong connection exists between necessity, innovation, and experience. While retail leads the way in this, they also set the tone for all types of businesses (B2C and B2B).

Ecommerce 85

Ecommerce Customer Service Call Center e-support 85

ShepHyken

JANUARY 13, 2020

can take care of the simpler routine tasks, thereby freeing up the team to focus on higher-level issues and connect with customers. Four Ways To Boost Customer Experience (And Thus Hold Onto Your Clients) by Ryanne Van Der Eijk. Here are some very good ideas on how to manage an unhappy or complaining customer.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

MARCH 27, 2023

My Comment: A content marketing experience is part of the customer experience. While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected. He shares three foundational strategies to enhance your CX and improve customer retention.

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

AUGUST 21, 2023

How to Turn Your Customers Into Fans by Sofya Pogreb (AllBusiness) How, then, can SMBs take these strong connections with customers and translate that into business growth? How can you activate your customer base to be vocal advocates for your business? It’s about building trust and turning customers into lifelong fans.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

JULY 18, 2022

(Retail TouchPoints) If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ShepHyken

JANUARY 23, 2017

Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. by Mindi Rosser. For information contact or www.hyken.com.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

JULY 24, 2023

Chip Bell, customer service expert, shares his take on trust, starting with a question he asked renowned psychologist, Dr. Carl Rogers, “What is the main cause of relationship failure?” It’s a decent short-term strategy, but if you’re building a company for the long-term, you need lots of loyal customers.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

DECEMBER 12, 2016

(Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JUNE 26, 2023

There is something here for every type of business, large and small, B2C and B2B. The Art of Customer Service: Lessons From History’s Master Painters by Mark de Bruijn (MyCustomer) From the Mona Lisa to The Starry Night, art masterpieces live in our minds for the emotion they make us feel. Connect with Shep on LinkedIn.

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

ShepHyken

SEPTEMBER 27, 2021

My Comment: This one may be more of a personalized marketing strategy than customer experience, but then again, customer experience and marketing go hand in hand. This works for any type of business but is especially powerful in the B2B world. Find ways to promote your customers on social media. It’s a simple idea.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ShepHyken

NOVEMBER 7, 2022

Consumers these days expect more from the companies they patronize, from elevated customer experiences to more personalized attention. Meanwhile, companies’ business-to-business relationships have undergone a similar transformation, as B2B customers are expecting more from the companies they work with.

Customer Service 15

Customer Service Financial Loyalty Tips 15