ShepHyken

MARCH 31, 2024

My Comment: Influencer Marketing is part of the customer experience. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.),

Customer Service 84

Customer Service Government B2B B2C 84

ShepHyken

APRIL 1, 2024

For Legacy Industries, Influencer Marketing Is Key to Evolving the Customer Journey by Greg Scavuzzo (Sprout Social) When you think of influencer marketing, what comes to mind? A fitness expert touting a new athleisure brand? My Comment: Influencer Marketing is part of the customer experience. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Government B2B B2C 79

ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 62

Customer Service B2B Loyalty B2C 62

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

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. What is Brand Loyalty and How Can You Build It? billion market of 2018.

Customer Service 147

Customer Service Loyalty Programs Chatbots Loyalty 147

ShepHyken

SEPTEMBER 7, 2022

Communication is not limited to B2C companies and brands. . He feels a stronger connection to his supplier for the communication reasons above, as well as for a connection to someone “on the inside.” Find ways to communicate – even over-communicate – with your customers. On the contrary!

Communication 73

Communication How To B2C Exercises 73

ShepHyken

JANUARY 1, 2024

These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty. My Comment: If you’re not familiar with the concept of the Zero Customer , you should be. Customers are expecting a better CX than in the past.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

SEPTEMBER 10, 2023

There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met. Managing the positive impact of a viral moment is key to getting those new customers to come back. must practice.

Customer Service 81

Customer Service Loyalty Programs Retail Loyalty 81

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Connect with Shep on LinkedIn.

B2C 65

B2C B2B Customer Service Training Retail 65

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Also, this article isn’t just for the B2C world. It’s the word to describe the connected and digital world. (By The message is clear and powerful!

Customer Service 79

Customer Service Retail B2B B2C 79

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 135

Customer Service Loyalty Programs Customer Journeys Customer Centricity 135

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

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. His blog features tactical advice on customer service and the contact center. . Author and speaker Chip focuses on delivering fantastic customer service.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

Customer Service 89

Customer Service Guest Experience B2B B2C 89

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

MAY 23, 2018

And, what happens when a customer doesn’t receive the customer service they expect? The NewVoiceMedia reports that “Brands are failing to create the positive, emotional experiences that drive customer loyalty.” That failure results in 67% of customers becoming what they call “serial switchers.” They switch!

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

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

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? Customers are getting more comfortable with alternative support channels. by Steve Bernstein.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. Also, pay attention to number seven, which is a strong way to create a better connection; by delivering the right content in a content marketing strategy. (My Forbes) Today’s consumers demand transparency and honesty from brands they buy from.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

AUGUST 21, 2023

What Rockets a Brand Into Cult Following Status? Some brands, products and people reach a level of fandom others only dream of. My Comment: This is a very interesting article about the brands that have created cult-like status. How can you activate your customer base to be vocal advocates for your business?

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

JUNE 26, 2023

With intense competition and ever-increasing customer expectations, it’s crucial for brands to seek inspiration from unexpected sources, including those completely outside of their industries. There is something here for every type of business, large and small, B2C and B2B. This is mentioned toward the top of this article.

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. My Comment: Is B2B customer service really that different from B2C customer service? Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

JULY 18, 2022

5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. This may seem like an oversimplification, but when you think about it, Gen Z grew up in a world that is more connected than ever, has more access than ever, and accomplishes everything faster than ever.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ShepHyken

APRIL 3, 2023

Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. Engaged customers are more loyal, have more touchpoints with their chosen brands, and deliver greater value over their lifetime. A very interesting concept! A great listen!

Self Service 9

Self Service Customer Service e-support Retail 9

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

FEBRUARY 10, 2020

The author gives us a little history and some current insights into what we need to do in the digital age of customer service. The Website Group) Read on for a list of 10 marketing techniques that Apple has used to build one of the most well-known brands in the world! Number one is keeping it simple. Follow on Twitter: @Hyken.

Customer Service 106

Customer Service Infographics Customer Retention B2B 106