ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. To help you do this, I came up with a process to get you from just thinking about how to be better than your competition to actually becoming better. In worst-case scenarios, you become a commodity. This is a real opportunity to improve. Make a list.

Exercises 154

Exercises B2C B2B Customer Service Training 154

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

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

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. How to Create a Positive Customer Experience Through Personalization by Greg Chen.

Customer Service 78

Customer Service Retail B2B B2C 78

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 88

Customer Service Guest Experience B2B B2C 88

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

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. And we asked some experts to share their best tips on how to gain customer loyalty.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

AUGUST 6, 2023

My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.”

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Four Brands Getting Customer Experience Right by Ryan Hollenbeck. I look forward to the future!

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

MAY 4, 2020

Customer Experience is the way! At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. ” This is the gap between what company leadership believes they are providing to customers in the way of an excellent customer experience and what the customer actually perceives it to be.

Customer Service 96

Customer Service Contact Center Retail B2C 96

ShepHyken

AUGUST 20, 2018

What does it take for a customer to say, “They are remarkable.”? Customer service expert Chip Bell gives us some insights into how to do exactly that. 11 Customer Experience Experts: Here’s How To Get Customers Talking About Your Company by Dan Gingiss. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. Plenty of good info and ideas to get you thinking about how to drive loyalty with buying committees, executives, end users and more. Want better customer service?

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

JUNE 5, 2017

So, how does a company (or industry) pick itself up and get back on track? Nick Francis of Help Scout shares some insights on exactly how to go about it. Brands unclear who should take responsibility for customer experience by Charlotte Rogers. CX is important to every business in any industry. Top Five Bonus.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. Customers want an easy and smooth transaction.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

APRIL 20, 2020

Even though it appears consumer-based (B2C), there is good info for any type of business. This article features the opinion of seven customer service and experience experts (myself included) sharing the do’s and don’ts of surveys in these unsettling times. Thank you, Tom Treanor, (@RtMixMktg) for including me!

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. The Cult of the Customer is within reach of every business. Connect with Shep on LinkedIn.

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 17

Customer Service B2B B2C Contact Center 17

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. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. 3 Questions to Assess Your Customer Experience Efforts by Jeannie Walters.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

ShepHyken

APRIL 3, 2023

The Next Frontier of Customer Engagement: AI-enabled Customer Service by Avinash Chandra Das (McKinsey & Company) How to engage customers—and keep them engaged—is a focal question for organizations across the business-to-consumer (B2C) landscape, where disintermediation by digital platforms continues to erode traditional business models.

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. Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 15, 2019

Today, B2B companies need to focus on creating customer experiences that deliver—at scale. My Comment: There are some B2B companies that believe most customer experience strategies are more focused on B2C type businesses. Customers expect you to know them, communicate the way they want to communicate, value their time, and more.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

FEBRUARY 12, 2018

Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. This past week he shared three really cool technologies that are being used to create better and unique customer experiences.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

JULY 2, 2018

11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. Small Business Trends) A critical part of running a successful business is managing customers. Suggestions in the form of short bullet points will have you managing these customers’ experiences like a pro.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

JUNE 13, 2016

This excellent article is filled with ideas and tips to help any business understand how to use Twitter as a way to interact with customers for complaints, praise and any other customer comments. And, more than just another channel, Twitter has created applications specific for customer service and business.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

AUGUST 22, 2022

My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. The trend over the recent years has been to put customer experience under the responsibility of the CMO. This article shares several ideas on how CMOs can adopt a CX mindset. by Chip Bell.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14