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.” Also, this article isn’t just for the B2C world. Never miss the opportunity to improve your CX!

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Customer Service Retail B2B B2C 79

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

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.”. CX is for retail brands, as in B2C. It drives repeat business and loyalty.

Customer Service 89

Customer Service Guest Experience B2B B2C 89

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

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 86

Ecommerce Customer Service Call Center e-support 86

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.

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Customer Service Retail Customer Journeys B2C 93

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? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

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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 My favorite company that does this is Nike.). Follow on Twitter: @Hyken.

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Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. And, if you can add an emotional connection, even better. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. This is a heartwarming story of a personalized gift.

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Omni-Channel Customer Service B2C eBook 48

ShepHyken

JANUARY 16, 2017

This article presents the case that customers go through five specific stages that lead them to loyalty. And, while the article focuses on B2C, the stages can be found in any business relationship. 4 Ways to Increase Customer Loyalty Now and for the Long Haul by Heike Young. For information contact or www.hyken.com.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

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

APRIL 3, 2023

Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. It’s only seven-and-a-half minutes. A great listen! Follow on Twitter: @Hyken

Self Service 9

Self Service Customer Service e-support Retail 9

ShepHyken

JANUARY 20, 2020

The principle behind this is that companies create loyal customers by reducing customer effort. My Comment: “Customer Effort” is a great way to measure the convenience of when a customer needs to connect with a company for help or to have a problem solved. which drives repeat business.

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Loyalty Programs Customer Service Effort Score Self Service 120

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

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Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

FEBRUARY 10, 2020

My Comment: Customer experience and marketing are very much connected. They should be focusing on their clients’. 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. Follow on Twitter: @Hyken.

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Customer Service Infographics Customer Retention B2B 106

ShepHyken

JUNE 12, 2017

The key to loyalty is to create a memorable experience that connects to the customer. Customers will pay more for it, come back and most important, tell their colleagues and friends. ​ 6 Tips for Increasing Customer Loyalty by Andrew Deen. His big emphasis was on the personalized experience. Make it all about them.

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Customer Service Infographics Metrics Loyalty 78

ShepHyken

FEBRUARY 5, 2018

No doubt there is a connection between sales and service. The sales person than can out service their competitor wins. Here are ten points that are relevant for any company that wants to sell in way that creates customer loyalty. B2C Influence on B2B Customer Expectations by Shannon Gronemeyer. (CX

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Customer Service B2C Retail Infographics 15