ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ShepHyken

OCTOBER 21, 2020

It doesn’t matter if you’re B2B or B2C, you become just another version of the same. To help you do this, I came up with a process to get you from just thinking about how to be better than your competition to actually becoming better. In worst-case scenarios, you become a commodity. This is a real opportunity to improve.

Exercises 154

Exercises B2C B2B Customer Service Training 154

ShepHyken

JANUARY 1, 2024

Whether it’s just a “troll” trying to cause a scene or it’s genuine feedback about a negative experience a customer had, these comments provide great opportunities for responding to your audience in a way that they will appreciate and be impressed by. Customers are expecting a better CX than in the past. My Comment: Happy New Year!

Customer Service 58

Customer Service Social Media Loyalty B2C 58

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 134

Customer Service Loyalty Programs Customer Journeys Customer Centricity 134

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

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. Jon Heaps makes a compelling argument.

Customer Service 64

Customer Service Employee Experience B2C Hospitality 64

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. That’s always welcome, but an unexpected increase in business can cause customer service and CX issues if the company or brand is not prepared. Here’s how. must practice.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

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. And we asked some experts to share their best tips on how to gain customer loyalty.

Customer Service 85

Customer Service Chatbots Retail B2C 85

ShepHyken

MAY 28, 2023

In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.” Can Customers Tell You How to Run Your Business?

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

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

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 52

Customer Service Retail Course Customer Service Training 52

ShepHyken

AUGUST 6, 2023

My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.”

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

SEPTEMBER 14, 2020

While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers. How to Boost B2B Customer Experience on Your Website by Chris Christoff. My Comment: Your website is a powerful opportunity to deliver a better customer experience.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

NOVEMBER 30, 2020

My Comment: One of the common questions I’m asked is how to approach leadership to invest in customer service or CX. It could be training, an upgrade to software, etc. Well, here’s a short article that shows you how to take your ideas to the people who can make the decision. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Ecommerce B2C B2B 85

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

FEBRUARY 25, 2019

(CeoWorld Magazine) Brand Keys 24 th annual Customer Loyalty Engagement Index ® (CLEI), conducted by the New York-based brand engagement and customer loyalty research consultancy has definitively identified “loyalty” as a profit-generator for brands that know how to create it and market it. CX is for retail brands, as in B2C.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

Blake Morgan

JANUARY 20, 2022

She uses her vast experience to help brands understand customers and personalize the experience. Jeannie shares how-to guides with practical tips, useful interviews and trends on her blog and podcast. . Jeff is known for his research and advice on creating customer-focused cultures, especially when it comes to customer service.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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

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. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Ecommerce 85

Ecommerce Customer Service Call Center e-support 85

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. My Comment: While the article implies that these six customer experience trends are for every company, I can’t agree.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

ShepHyken

AUGUST 20, 2018

What does it take for a customer to say, “They are remarkable.”? Customer service expert Chip Bell gives us some insights into how to do exactly that. 11 Customer Experience Experts: Here’s How To Get Customers Talking About Your Company by Dan Gingiss. Follow on Twitter: @Hyken.

Customer Service 69

Customer Service B2B B2C Innovation 69

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. Plenty of good info and ideas to get you thinking about how to drive loyalty with buying committees, executives, end users and more. 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 article features the opinion of seven customer service and experience experts (myself included) sharing the do’s and don’ts of surveys in these unsettling times. They consult with you to get you the best.

Loyalty Programs 65

Loyalty Programs Customer Service Rewards Programs Loyalty 65

ShepHyken

JUNE 5, 2017

So, how does a company (or industry) pick itself up and get back on track? Nick Francis of Help Scout shares some insights on exactly how to go about it. Brands unclear who should take responsibility for customer experience by Charlotte Rogers. Customer Gauge) By 2020, however, the CX & NPS industry is bound to change.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

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

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. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

Thematic

DECEMBER 12, 2022

In this article, we share our learnings on how to build and maintain a perfect customer feedback taxonomy. Example of a feedback taxonomy for a cable TV company in Thematic What makes a perfect customer feedback taxonomy? Even experts might disagree on how to organize and group themes discovered in feedback.

Feedback 71

Feedback How To B2C Fashion 71

ShepHyken

SEPTEMBER 20, 2021

Each week I read many customer service and customer experience articles from various resources. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. Customers still want it, yet with a push for a digital or automated customer service platform, how can you achieve that?

Customer Service 17

Customer Service B2B B2C Contact Center 17

ShepHyken

AUGUST 21, 2023

The Cult of the Customer is within reach of every business. 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?

Hospitality 12

Hospitality Customer Service B2B B2C 12

ShepHyken

JULY 18, 2022

Number three is my favorite: “To deliver a high-touch experience, employees must be treated the way they’re expected to treat customers?: Cheap Beer and Recessions: How to Survive and Thrive With Exceptional Customer Experience by Justin Racine. 10 Stats Showing How B2B CX Has Changed by Blake Morgan.

Self Service 13

Self Service Customer Service B2B Competitive Advantage 13

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 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. Customers expect you to know them, communicate the way they want to communicate, value their time, and more.

Customer Service 107

Customer Service B2B Loyalty B2C 107

ShepHyken

JANUARY 20, 2020

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. When you make it easy – as in minimal or no effort – to get a problem resolved, you increase your customer’s confidence. Follow on Twitter: @Hyken.

Loyalty Programs 119

Loyalty Programs Customer Service Effort Score Self Service 119

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JULY 13, 2020

My Comment: How can you improve the customer experience in a contact/support center? There are plenty of good strategies and tactics out there, and here are five that apply to both B2C and B2B organizations. How Brands Can Build Loyalty in the Era of the Millennial and Gen Z by Jason Parkin. Oh, let me count the ways.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

FEBRUARY 12, 2018

Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. Five Ways to Deliver Excellent Customer Service by Steven MacDonald. Here are my top five picks from last week.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

JULY 2, 2018

11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. Small Business Trends) A critical part of running a successful business is managing customers. Suggestions in the form of short bullet points will have you managing these customers’ experiences like a pro.

Customer Service 75

Customer Service Infographics B2C Tips 75