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

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. According to McKinsey, these are today’s ‘Zero Consumers.’ These are what McKinsey refers to as the “Zero Consumer.”

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

JANUARY 1, 2024

Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” Customers are expecting a better CX than in the past. All businesses, not just retailers (B2C), need to step up their CX efforts.

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Loyalty programs are not just for consumers. Many of the same principles in a B2C loyalty program apply to B2B. Service and experience have not typically been strengths of consumers/citizens dealing with government agencies.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

ShepHyken

OCTOBER 24, 2022

Retail Customer Experience) In the past year, one in four consumers have stopped buying or using a retailer due to a bad experience with a product or customer service and more than half, 55%, will stop using or buying from a retailer after several poor experiences. Some training courses are designed for all employees.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

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. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Retail B2B B2C 78

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. That includes B2C, B2B, and G2C (Government to Citizen).

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

MAY 28, 2023

My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. This article delivers five lessons on balancing technology with the human-to-human approach to taking care of customers (guests, passengers, etc.) I refer to this as a hospitality mentality.

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

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. Raider understands customers, and this article gives you insight into his brilliant business mind.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

NOVEMBER 11, 2019

Why Is Identity So Important In Today’s Customer Experience? AdAge) The foundation for personalized customer experience starts with identity and rich consumer data. My Comment: I like the word “identity,” and as it applies to CX and service, how it delivers a better experience. by Matt Seeley.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Our customers are smarter than ever, at least as customer service is concerned. This is huge.

Customer Service 110

Customer Service Competitive Advantage B2C Culture 110

ShepHyken

FEBRUARY 4, 2019

(Sloan Review) Better omnichannel experiences mean more sales on consumer sites, but this logic is often neglected when it comes to B2B. My Comment: So many customer experience strategies (CX) seem to focused on B2C. New Capgemini Research Reveals Consumers Want Even Faster Online Grocery Deliveries by Lana Bandoim.

Customer Service 86

Customer Service B2B Infographics Entertainment 86

ShepHyken

JANUARY 20, 2020

(Skift) The travel industry tends to view its products as a must-have for consumers. This mindset has led the sector to lag behind the entertainment and e-commerce world when it comes to building lasting relationships with digital-first consumers. Live Chat Benchmark Report 2020 Comm100 Network Corporation. Follow on Twitter: @Hyken.

Loyalty Programs 119

Loyalty Programs Customer Service Effort Score Self Service 119

ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

JULY 2, 2018

Suggestions in the form of short bullet points will have you managing these customers’ experiences like a pro. 3 Ways To Rethink Customer Relationships In The Age Of The Consumer by John Hall. With the advent of the internet and the proliferation of content, consumers are more informed than ever.

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

NOVEMBER 16, 2020

This article sets out to right the situation by sharing five steps to help restore a customer’s faith in the support center. Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement by MTS Staff Writer. Government sits at the bottom.

Ecommerce 85

Ecommerce Customer Service Call Center e-support 85

ShepHyken

FEBRUARY 10, 2020

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. It’s just as important and maybe even more so, as many B2B’s have few clients than typical B2C’s. They should be focusing on their clients’.

Customer Service 105

Customer Service Infographics Customer Retention B2B 105

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. Winning the Hearts–and Loyalty–of Younger Consumers by Shannon Andrick. Consider two types of loyalty; behavioral and attitudinal. Follow on Twitter: @Hyken.

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. This is how you want your people to treat their customers; with a consultative approach, that enhances their customer experience. Give Customers What They Want: 11 Tips On How To Listen Effectively by Young Entrepreneur Council.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

AUGUST 1, 2016

Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. My Comment: All types of businesses (B2B, B2C, large, small, etc.) can benefit from reading this article. Follow on Twitter: @Hyken .

Social Media 48

Social Media Customer Service Self Service B2C 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

JUNE 13, 2016

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands by Clutch. Clutch) In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

JUNE 26, 2023

There is something here for every type of business, large and small, B2C and B2B. BONUS The Value of Retail Customer Experience: 10 Quotes from Industry Leaders by Zac Francis (eduMe) Ever since the customer took center stage, retailers have consistently asked themselves the same question: What does the customer want?

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

ShepHyken

JULY 24, 2023

My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience. My Comment: Is B2B customer service really that different from B2C customer service?

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

SEPTEMBER 20, 2021

According to BCG, brands that create personalized experiences by integrating advanced digital technologies and data for customers saw revenue increase by 6% to 10%. My Comment: Most articles focused on the digital customer experience focus on the B2C world. This article covers digital CX trends in the B2B manufacturing world.

Customer Service 17

Customer Service B2B B2C Contact Center 17

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

ShepHyken

JULY 18, 2022

It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. My Comment: Gen Z is an important group of consumers (and employees). 3 Questions to Assess Your Customer Experience Efforts by Jeannie Walters. Here are a few ideas to help you through the struggle.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

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