SurveyGizmo

NOVEMBER 11, 2021

We were living B2C lives where purchases were only a click away. The bar has been raised for customer experience teams and how they develop relationships with consumers. Self-serve options, common in B2C e-commerce, have grown for business buyers too. We’re required to speak with Sales teams to get information.

B2C 98

B2C B2B Self Service e-support 98

ShepHyken

NOVEMBER 16, 2020

My Comment: Some people would rather go to the dentist than call customer support. This article sets out to right the situation by sharing five steps to help restore a customer’s faith in the support center. While retail leads the way in this, they also set the tone for all types of businesses (B2C and B2B).

Ecommerce 85

Ecommerce Customer Service Call Center e-support 85

ProProfs Chat

MAY 6, 2020

The reason why customer interaction data is pivotal for companies is that they get to learn where their business needs to improve, what services need upgrading, and how they can improve existing work processes that ultimately help them to build good customer experience. But what about those who are a part of the B2B industry?

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ShepHyken

APRIL 3, 2023

My Comment: AI is changing the way companies manage customer support. It’s the last group that will win the digital customer experience game. This article uses Air Canada as a case study for properly using AI/automated/self-service support to deliver a better CX. She worked on it every day between 4.00 A great listen!

Self Service 9

Self Service Customer Service e-support Retail 9

SmartKarrot

JUNE 22, 2022

The case is the same with both B2C startups and B2B startups. Take the example of Shopify – which is currently the leading e-commerce platform builder. Customer-focused. These companies work towards one primary goal – to make it easy for their customers (other businesses) to accomplish their operations with ease.

B2B 11

B2B How To Innovation Meeting 11

ShepHyken

JANUARY 20, 2020

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. The insight won’t tell you if your customers love you or not, but it will give you an idea of how efficient you are in managing the support experience.

Loyalty Programs 119

Loyalty Programs Customer Service Effort Score Self Service 119

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