ShepHyken

SEPTEMBER 13, 2021

Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Fast Company) If you’re running a B2B company, you should take note: delivering on similarly high standards of customer experience can reduce customer churn by up to 15%, according to research by McKinsey & Company. Follow on Twitter: @Hyken.

Customer Service 150

Customer Service B2C B2B Customer Retention 150

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. The post How to Measure Customer Retention appeared first on Shep Hyken.

Customer Retention 166

Customer Retention Measurement How To B2C 166

ShepHyken

APRIL 1, 2024

While most of us see influencer marketing in the B2C world (food, fashion, health, lifestyle, etc.), Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Government B2B B2C 77

ShepHyken

NOVEMBER 9, 2020

3 B2B Marketers Delivering Customer Experiences That Rival B2C by Rhoan Morgan. CMSWIre) While B2B companies may be behind their B2C peers, many are starting to catch up by taking ideas from the B2C playbook and applying them to the B2B experience. Usually, it is the opposite, we learn from B2C, but not today!

Customer Journeys 108

Customer Journeys Customer Service B2C Ecommerce 108

ShepHyken

APRIL 14, 2024

There really is something here for everyone – from small to large businesses and from B2C to B2B. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. My Comment: The Forbes Communications Council has compiled a list of 17 tips for building loyalty.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

ShepHyken

FEBRUARY 10, 2021

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? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. They may call us or visit us. Follow on Twitter: @Hyken.

Entertainment 126

Entertainment B2C Customer Service Training B2B 126

ShepHyken

AUGUST 1, 2022

(CMSWire) The digital experience is not keeping up with the needs of B2B buyers and customers. They want B2C-like experiences. My Comment: The digital experience is not just for B2C companies. Today, B2B companies must also deliver a digital experience that meets and exceeds their customers’ needs. Can you deliver?

Customer Service 70

Customer Service B2C B2B Guest Experience 70

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

FEBRUARY 4, 2024

My Comment: As I read this article about B2B marketing and CX, I thought that you could write the same article (with a few minor tweaks) about B2C. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s not a lot of difference. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service B2B Loyalty B2C 61

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. Follow on Twitter: @Hyken.

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

SEPTEMBER 7, 2022

Communication is not limited to B2C companies and brands. . It creates confidence and credibility and gives the customer a sense of control. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. On the contrary! Follow on Twitter: @Hyken.

Communication 72

Communication How To B2C Exercises 72

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

Customer Service 145

Customer Service Loyalty Programs Chatbots Loyalty 145

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

Bill Quiseng

MARCH 15, 2023

Employees don’t seek B2B or B2C companies. They would feel that, as their boss, you don’t care much about them. And, soon, they could care less about you and your business. Instead, select a person. They engage in companies that are H2H. Human to Human. Heart to Heart. Employees don’t care how big you are.

B2C 88

B2C B2B Training Connections 88

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Exercises 153

Exercises B2C B2B Customer Service Training 153

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. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service 57

Customer Service Social Media Loyalty B2C 57

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 63

Customer Service Employee Experience B2C Hospitality 63

ShepHyken

JANUARY 18, 2021

My Comment: Here’s a compilation of customer service and experience experts sharing their insights on B2B trends post-COVID-19. It’s nice to see the emphasis on B2B, versus retail and other B2C industries. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Self Service 126

Self Service Customer Service Customer Journeys B2B 126

Bill Quiseng

DECEMBER 13, 2021

Along with consulting on content strategy, she creates effective how-to and thought leadership content for several B2B and B2C companies. Karen Hertzberg is a writer and digital content marketer from the Seattle metro area. Empathy is her superpower, and she’s obsessed with clear, thoughtful written communication.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Many of the same principles in a B2C loyalty program apply to B2B. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. My Comment: A loyalty program for B2B?

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

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 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. 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. Some training courses are designed for all employees.

Customer Service 51

Customer Service Retail Course Customer Service Training 51

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 77

Customer Service Retail B2B B2C 77

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). Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

NOVEMBER 29, 2021

Yes, it’s focused on retail, but with supply-chain issues hitting virtually every industry (B2C and B2B), the ideas shared in this article are applicable to most businesses. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 84

Customer Service Chatbots Retail B2C 84

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. I refer to this as a hospitality mentality. Connect with Shep on LinkedIn.

Customer Service 64

Customer Service Hospitality Customer Centricity B2C 64

ShepHyken

NOVEMBER 30, 2020

My Comment: So many of the case studies about moving from traditional to online sales (eCommerce) are focused on B2C types of businesses – primarily in the retail industry. 5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…) by Michael Hinshaw. Here’s how a B2B construction equipment made the move.

Customer Service 84

Customer Service Ecommerce B2C B2B 84

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

Up Your Service

APRIL 22, 2019

Where is more difficult to train and develop customer service employees: in B2B or B2C businesses? Can you give us some examples of small actions that led to big changes in customer service area? How can you measure the effectiveness of a customer service training program?

B2C 49

B2C B2B Customer Service Training Video 49

ShepHyken

MAY 23, 2018

And, if the company provides good service, 66% of customers would be more loyal and 65% would be willing to recommend the company, and my favorite stat, 48% would spend more. While the NewVoiceMedia survey focused on customer support centers and B2C, don’t think that the B2B customer won’t switch.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

Up Your Service

APRIL 22, 2019

Where is more difficult to train and develop customer service employees: in B2B or B2C businesses? Can you give us some examples of small actions that led to big changes in customer service area? How can you measure the effectiveness of a customer service training program?

B2C 45

B2C B2B Customer Service Training Video 45

ShepHyken

NOVEMBER 11, 2019

My Comment: There are review sites for virtually any industry – B2B and B2C. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 89

Customer Service Customer Centricity Retail Leadership 89

ShepHyken

FEBRUARY 25, 2019

(Forbes) There is evidence that many B2B companies have still not grasped these fundamentals and the role they play in delivering a well-designed, consistent and connected customer experience. CX is for retail brands, as in B2C. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ShepHyken

MAY 4, 2020

The way we come back is paramount to the long term success we hope to have with our existing customers, as well as new ones – regardless of the type of business we’re in (B2B or B2C). 7 Guidelines Starting Customer Experience by Christine Crandell. My Comment: What business doesn’t want customer loyalty?

Customer Service 96

Customer Service Contact Center Retail B2C 96

ShepHyken

NOVEMBER 16, 2020

While retail leads the way in this, they also set the tone for all types of businesses (B2C and B2B). This article has some good ideas on how to improve the eCommerce experience your customer has with you and your company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Ecommerce 84

Ecommerce Customer Service Call Center e-support 84

ShepHyken

JANUARY 13, 2020

My Comment: First, while the title implies this is for retail customers, it reaches far beyond most customers in any type of industry (B2C and B2B). Here are some very good ideas on how to manage an unhappy or complaining customer. It’s not rocket science, but it doesn’t have to be. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

Blake Morgan

JANUARY 20, 2022

She shares those experiences as she blogs about creating a customer-focused culture and many tactical aspects of CX. . Author, speaker and CX trainer Jim’s Heart of the Customer blog is dedicated to data and CX technology. He shares tips for creating amazing experiences and providing top-tier customer service. .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96