Fri.Sep 06, 2019

Understanding the Customer Service Expectations of B2B Customers

Team Support

The difference between a B2B (business-to-business) and B2C (business-to-consumer) customer is night and day. To most B2C companies, customers are a dime a dozen. A B2C company isn’t focused on their current customers nearly as much as acquiring new ones.

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4 Tips on Storytelling for Your Customer, with Julian Guthrie

Smarter CX

At Oracle Modern CX 2019, SmarterCX sat down with Julian Guthrie , award-winning journalist and New York Times Bestselling Author of The Billionaire and the Mechanic, to discuss her new title, Alpha Girls, The Women Upstarts Who Took on Silicon Valley’s Male Culture and Made the Deals of a Lifetime, as well as her tips for CX professionals looking to leverage effective storytelling in their customer experiences. Watch our interview with Julian Guthrie and view the 4 tips on storytelling for your customer we gleaned from our conversation. Be inquisitive. According to Guthrie, “You just have to love hearing people’s stories and always be on the lookout. You have to be very inquisitive about people in general. Then you have to find the right narrative.” Guthrie, who admitted to being an “obsessed storyteller,” shares that her stories do not start with an agenda. Instead, they begin with people, their dreams and aspirations, the obstacles they face, and why their story is so important. Focus on who your audience is. Someone told Guthrie, “You can’t uncouple your brand from your customer.” As a writer, Guthrie’s customer has always been the reader, who is different with each book. For example, with her book, Alpha Girls , Guthrie aims for an audience of “women of all ages, from teenage girls on up to centenarians. I really focus in on who’s the target demographic, who’s going to love this story. Who’s going to relate to the story. Who’s going to want to share this story. Who’s going to be inspired by this story.” Experiment with social media. Guthrie mentions that she’s experimenting with bringing in a younger demographic with Alpha Girls by incorporating technology and social media into the experience through Instagram. She picked 12 different scenes from the book, worked with a designer and had them illustrate, making it very visual and design-driven. Try new things. Guthrie chooses to try new things by mixing up storytelling mediums like audio books. “I love storytelling in any medium,” says Guthrie, “and now there has to be a great versatility between the mediums, because it’s also evolving so fast.” To see more interviews with CX pros, visit And to be among the first to learn about ModernCX 2020, visit this page. The post 4 Tips on Storytelling for Your Customer, with Julian Guthrie appeared first on SmarterCX. Experts Customer Experience

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Customers Experiencing Problems Increases to Highest Ever Level

CSM Magazine

A leading customer service provider has challenged businesses in the UK to change the way they think about customer interaction, amid rising levels of consumer dissatisfaction.

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect


This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why You Need Deep Digital Process Automation to Scale RPA


This article is a summary of a recent webinar discussion on deep Digital Process Automation between Bizagi, Forrester and the Institute for RPA and AI on the importance of having DPA in place before deploying RPA. There’s a renewed appreciation for automation.

More Trending

Understanding IRL Purchases with Sentiment Analysis


Amazon has unquestionably conquered eCommerce. And now it’s taking what some might consider a step backwards to become master of all things brick and mortar. Does the online behemoth know something most don’t?

How and Why We Stereotype People

Beyond Philosophy

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

Interview: Professor Mike McGuirk on How Brandwatch For Students is Used in His Classroom

Brandwatch CX



CSM Confidential – Part 2: Dealing with Internal Challenges


CSM Confidential – Part 2: Dealing with Internal Challenges. . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of CS cannot be understated.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

What is Customer Lifetime Value and Why does it Matter


As a part of the customer experience program, Customer Lifetime Value is one of the key metrics that need to be tracked. It is the measurement of the value a customer brings to your company after the first purchase till the end.

John Paul wins the Best Luxury Concierge Service Award

John Paul

John Paul is proud to announce the winning of the Best Luxury Concierge Service Award. Andrew Quake, CEO Asia-Pacific, received the award at the Golden Plume Award Ceremony of Global Asset Allocation Leaders Summit 2019 in Shanghai.

Bake Your Values Into Your Design System — Takeaways From Clarity 2019

Forrester's Customer Insights

Having a design system is now table stakes for companies that want to scale design, drive a consistent, seamless customer experience, manage design debt and technical debt, and free up designer time to solve new challenges — not re-invent the wheel.

The Qualtrics University Recruiting Team is on Tour!


The Qualtrics University Recruiting team is hitting the road at the start of September, traveling from coast-to-coast for career fairs, coffee and networking sessions, and hackathons. You can find the complete list of dates and venues below.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Le Tote Buys Lord + Taylor — A Most Peculiar Way To Buy Growth

Forrester's Customer Insights

The strangest retail news of the summer has been Le Tote’s “purchase” of the storied (but tired) department store Lord + Taylor.

Careers Inner


Apply for this position. The post Careers Inner appeared first on Optimove


WATCH: How Marketplaces Are Disrupting B2B Tech Buying And Selling

Forrester's Customer Insights

The idea of online marketplaces is not new. Especially on the consumer front. Yet in the enterprise IT world, they have developed with fits and starts.

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Sneak Peek: Defining your path with the Khoros Customer Engagement Maturity Model


Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Forrester's Customer Insights

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

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Sneak Peek: Defining your path with the Khoros Customer Engagement Maturity Model


Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position.

Nonpublic 5G Networks Will Be A Critical Building Block Of Your Enterprise Network Strategy

Forrester's Customer Insights

Nonpublic 5G networks promise better privacy, data security, compliance, and cellular network performance; they also offer safer and more private features for dedicated user groups.

Highly Effective Customer Experience Strategies | Confirmit Webinar


According to a recent report from Econsultancy, 72 percent of business leaders pointed to customer experience (CX) as the single most exciting opportunity. In fact, CX topped the list for the third straight year, illustrating how crucial executives consider it to the bottom line.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Sneak Peek: Defining your path with the Khoros Customer Engagement Maturity Model


Customer engagement often feels overwhelming. Customer engagement teams are awash with people, content, and competing objectives. As a result, many teams find themselves in a reactive position.

Here’s What’s New from August 2019 | Kommunicate Product Updates


Your favorite customer support tool is updated with more powerful features and improvements. The August release includes the latest version of iOS SDK, Bug fixes and major improvements in Web App. If you have missed July release updates, read here.

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Voice of the Customer question examples and methodologies


All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer , or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

Employee feedback examples using formal, informal, and constructive techniques


We make experiences truly transformative through the quality of our connections and conversations. By developing our feedback muscles and making it a shared accountability to be great at delivering and receiving feedback, we can create distinctive employee experiences.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.