ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Most B2C is pretty transactional.

B2B 95

B2B Company B2C Customer Centricity 95

ShepHyken

SEPTEMBER 14, 2020

(Business2Community) This article shares some of the most effective tips on how to boost B2B customer experience on your website. 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 Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

NOVEMBER 16, 2020

This is what will help customers choose you over your competition. 20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. CustomerThink) This blog sheds light on the 20 essential customer service skills and how you can improve them. Follow on Twitter: @Hyken.

Ecommerce 84

Ecommerce Customer Service Call Center e-support 84

Help Scout

APRIL 27, 2021

If you see a book on customer experience and it’s from Disney, grab it. “ Be Our Guest ” focuses on customer service and the “Disney Difference.” Inside I found great insights, tips, and principles told from the perspective of Disney. Each chapter closes with specific actions one can take to activate the lessons learned.

Customer Experience 117

Customer Experience Retail Chief Customer Officer B2C 117

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. Top Five Bonus.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

AUGUST 11, 2017

In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality,”* said Bezos. Customer obsessed companies are the future. Here are a few tips.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

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 64

Loyalty Programs Customer Service Rewards Programs Loyalty 64

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers. Call center optimization goes beyond minor operational adjustments.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Customer Guru

MARCH 13, 2018

In this exclusive interview with Customer Guru, Mr. Nadgir has shared with us several tips that would help organizations in overcoming the challenges that they face in bringing about a customer-centric cultural change. Everybody want to ensure that the customer, be it a B2B or a B2C scenario, becomes a promoter at the end.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

ShepHyken

JANUARY 16, 2017

There are various “stages” that the customer goes through before he or she says, “I want to come back.” 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.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

AUGUST 1, 2016

(Tech.Co) Indeed, it seems sometimes as if “customer service” is just a dark hole that customers enter and then eventually extract themselves because it is just not worth the hassle. My Comment: All types of businesses (B2B, B2C, large, small, etc.) Customers want an easy and smooth transaction.

Social Media 48

Social Media Customer Service Self Service B2C 48

ChurnZero

FEBRUARY 1, 2019

“I believe Lucidworks has the tools to provide an incredible experience throughout the entire customer journey, and I’m really excited to be able to support a team that builds on that customer-focused outlook.”. Dave Ginsburg, Chief Customer Officer, UserTesting.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Kustomer

DECEMBER 31, 2020

And I have, I actually have three little tips here for you on how you can build that foundation – Gabe Larsen: (03:37). It can be really uncomfortable to say, “Okay, we’re actually going to make this shift where the customer is going to be first.” Any tips or tricks there? Annette Pedroza: (03:37).

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

SmartKarrot

JUNE 22, 2022

The case is the same with both B2C startups and B2B startups. Customer-focused. These companies work towards one primary goal – to make it easy for their customers (other businesses) to accomplish their operations with ease. As of today, there are 554 unicorn startups worldwide.

B2B 11

B2B How To Innovation Meeting 11

ShepHyken

JANUARY 20, 2020

As you read the article, consider whether what you want is a true loyalty program, one that drives connection and customer loyalty, or if you want to have a marketing program (points, awards, etc.), Merge Lanes: Four Tips To Integrating AI Into Your Customer Service Workflow by By Leonie Brown. which drives repeat business.

Loyalty Programs 118

Loyalty Programs Customer Service Effort Score Self Service 118

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. Tip: Don’t just look at your own reviews: See what your competitors’ customers are saying! Tip: Don’t create tags in advance of reading feedback.

Feedback 111

Feedback How To Analysis e-support 111

ShepHyken

JULY 2, 2018

Good info that everyone should consider if they want to build a stronger relationship with their customers and give them a better experience. 5 Tips for IT to Better Manage the Customer Experience by BizReport. How to Really Hear and Use Customer Feedback by Jason McCann. Sometimes, humor is serious business!

Customer Service 75

Customer Service Infographics B2C Tips 75

ShepHyken

FEBRUARY 10, 2020

My Comment: Customer experience and marketing are very much connected. This short article and infographic has ten marketing tips that cross over to the CX world. Bigfoot Customer Service. They should be focusing on their clients’. 5 ways to increase customer retention in 2020 by Michael Barnard.

Customer Service 105

Customer Service Infographics Customer Retention B2B 105

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. My Comment: The title of this article says there are six tips.

Customer Service 78

Customer Service Infographics Metrics Loyalty 78

ShepHyken

JUNE 13, 2016

My Comment: Twitter has become an important customer service channel. 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. For information contact or www.hyken.com.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

FEBRUARY 4, 2019

My Comment: So many customer experience strategies (CX) seem to focused on B2C. I’ve been a strong advocate for B2B companies to understand their customers’ expectations are being influenced by consumer behavior (mostly from retailers who deliver an outstanding experience).

Customer Service 85

Customer Service B2B Infographics Entertainment 85