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

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 124

Entertainment B2C Customer Service Training B2B 124

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! Follow on Twitter: @Hyken.

Communication 71

Communication How To B2C Exercises 71

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

JANUARY 1, 2024

Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts. They claim that their business is centered around building authentic relationships, which places high value on building customer relationships. Connect with Shep on LinkedIn.

Customer Service 56

Customer Service Social Media Loyalty B2C 56

ShepHyken

APRIL 18, 2023

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. Connect with Shep on LinkedIn.

B2C 64

B2C B2B Customer Service Training Retail 64

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 143

Customer Service Loyalty Programs Chatbots Loyalty 143

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 62

Customer Service Employee Experience B2C Hospitality 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 132

Customer Service Loyalty Programs Customer Journeys Customer Centricity 132

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

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!

Customer Service 76

Customer Service Retail B2B B2C 76

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 78

Customer Service Loyalty Programs Retail Loyalty 78

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 51

Customer Service Retail Course Customer Service Training 51

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 64

Customer Service Hospitality Customer Centricity B2C 64

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 87

Customer Service Guest Experience B2B B2C 87

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 96

Poor Customer Service Customer Service B2B B2C 96

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 82

Ecommerce Customer Service Call Center e-support 82

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

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.

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

Loyalty Programs 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

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.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

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

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

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

JULY 24, 2023

My Comment: Is B2B customer service really that different from B2C customer service? I’ve preached that everyone compares their experiences to the best service they have ever had, regardless of who provided it and where it happened. Connect with Shep on LinkedIn.

Customer Service 12

Customer Service Effort Score Retail B2B 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

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. A great listen! Follow on Twitter: @Hyken

Self Service 9

Self Service Customer Service e-support Retail 9

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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Loyalty Programs 116

Loyalty Programs Customer Service Effort Score Self Service 116

ShepHyken

FEBRUARY 10, 2020

My Comment: Customer experience and marketing are very much connected. 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. 5 ways to increase customer retention in 2020 by Michael Barnard.

Customer Service 103

Customer Service Infographics Customer Retention B2B 103

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.

Customer Service 77

Customer Service Infographics Metrics Loyalty 77

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

Customer Service 15

Customer Service B2C Retail Infographics 15