Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron. Here are my top five picks from last week.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Execs In The Know

JANUARY 29, 2024

In this episode of The CX Leadership Exchange , we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President, Global Contact Center Management at Mastercard. For those aspiring to carve a niche in the CX industry, Scott shares three golden nuggets of wisdom: 1. Bring your authentic self to work.

CX 52

CX B2C Contact Center Touchpoint 52

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

CSAT.AI

JANUARY 22, 2020

CX Futurism builds on these ideas. In customer experience (CX) we’re not talking about eliminating the past entirely, but using it to plan for a better future experience. The tools, techniques are evolving and so are customer expectations. CX Futurism. Another area of investment: customer journey mapping.

CX 52

CX Customer Service Customer Journey Map Sentiment Analysis 52

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Focus on the customer, not technology.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

TeamSupport

OCTOBER 5, 2020

Congress declared the first full week in October “ National Customer Service Week.” It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !

Customer Service 101

Customer Service B2C Social Media B2B 101

Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. According to Zendesk’s Employee Experience Trends Report 2022 , requests from corporate employees increased 31 percent last year, nearly double the rate seen by both B2B and B2C companies. What is internal customer service?

Customer Service 98

Customer Service B2C Start-ups Legal 98

Fonolo

FEBRUARY 5, 2020

Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company. Tip #1: Customer service is all about the experience. Call Backs or Virtual Hold.

Customer Service 99

Customer Service B2C B2B Touchpoint 99

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

Shep Hyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. 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. Here are my top five picks from last week.

Customer Service 81

Customer Service Retail B2C Start-ups 81

Shep Hyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. Also, this article isn’t just for the B2C world. Never miss the opportunity to improve your CX!

Customer Service 74

Customer Service Retail B2B B2C 74

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Aquire

OCTOBER 13, 2021

New customer service trends seem to emerge every year, especially since online experiences became so important to customers. Keeping up can feel like quite the challenge, but it’s essential for meeting customer expectations in the long term. 9 customer service trends. 9 customer service trends.

Customer Service 90

Customer Service Social Media Omnichannel Artificial Intelligence 90

SurveySensum

NOVEMBER 9, 2023

It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. If your employee is unhappy, the chances of your customer being unhappy are high.

CX 52

CX Customer Experience AI Artificial Intelligence 52

Shep Hyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time!

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like.

CX 123

CX Customer Experience Non-Profits Social Media 123

VOZIQ

APRIL 14, 2023

The first one is: The Definitive Guide to Social CRM by Barton Goldenberg In this book, Barton Goldenberg offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. Integrate this information into expanded customer profiles. • We’re always open to new book recommendations.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

The first one is: The Definitive Guide to Social CRM by Barton Goldenberg In this book, Barton Goldenberg offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. Integrate this information into expanded customer profiles. • We’re always open to new book recommendations.

Customer Service 40

Customer Service Entertainment B2C CRM 40

1 to 1

MARCH 28, 2013

It disappoints me when customer experience professionals at B2B companies won't even consider CX practices from business-to-consumer companies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

B2C 48

B2C B2B CX Government 48

Bill Quiseng

MARCH 15, 2023

Employees don’t seek B2B or B2C companies. The more emotional the connections, the more memorable the experiences, the more loyal the customers are. And everyone, your people and your customers alike, will be enriched, literally and figuratively. customerservice #customerexperience #custserv #custexp #cx

B2C 88

B2C B2B Education CX 88

CSAT.AI

FEBRUARY 12, 2020

Customer love nurtures your B2C relationships. The same study showed that poor customer service had the opposite effect: “Of those reporting a bad customer experience, almost all of them (97%) changed their future buying decisions. Appreciation is the chocolate in CX. The Statistics. Entrepreneur.

CX 52

CX B2C Omnichannel Customer Service 52

Comm100

AUGUST 1, 2022

This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands. Growing up surrounded by tech, today’s students expect immediate support, and not just from their favorite B2C brands – but from their universities or colleges too. SlideShare.

Social Media 89

Social Media Omnichannel B2C Education 89

Shep Hyken

OCTOBER 4, 2022

The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). What can customer service teams learn from soccer teams? Turn customers into fans.

Sports 57

Sports B2C Social Media Gaming 57

Zendesk

JULY 9, 2021

Categorize active chats by using color-coded labels with customers to keep your inbox organized. If you run a larger business that relies on using a CRM, contact center, or other customer service software to engage with customers, you’ll want to opt for the WhatsApp Business API. Apple Business Chat. “We

Customer Service 98

Customer Service Start-ups B2C Customer Satisfaction 98

Aquire

NOVEMBER 17, 2021

Creating good customer experiences (CX) is top of mind for most companies. It has been years since Gartner first reported that most companies started competing primarily on CX. And, even now, the global CX market size is still expected to grow 17.5 And this seems to be true in every B2C sector. This is good news.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Bill Quiseng

JUNE 21, 2023

So, if other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better. Customers don’t seek B2B or B2C businesses. Customers don’t care how big your business is. They engage in businesses that are H2H. Human to Human.

B2C 134

B2C Customer Loyalty B2B AI 134

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

FEBRUARY 6, 2018

Peter Lavers, Customer Experience and CRM Expert @ PeterLavers | blog "Customer Experience is here to stay! Companies do marketing, sales and CRM – the customer does the experience! That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

Experience Investigators

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). However, embedding a customer-centric culture can be challenging when CX is isolated from other departments.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Customer Bliss

APRIL 4, 2018

Today, we’re going to look at how two customer experience leaders prioritized the work that needed to be done when they first stepped into their roles as change agents within their organizations. Communicate the differences between customer service and experience. Determine Customer Growth, Loss, and Retention.

B2C 52

B2C CX B2B Customer Journey Map 52

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. How does CX maturity stack up? These are all challenges.

Customer Experience 52

Customer Experience CX B2B B2C 52

Comm100

SEPTEMBER 10, 2018

From a business point of view, it can be assumed that friction is bad because it interferes with business processes and negatively impacts customer service. Sadly, examples of friction in customer service are all around us: Having to queue in line to pay for a product or to wait for some service. Reducing Friction.

Customer Service 45

Customer Service B2C Non-Profits Customer Journey Map 45

Bill Quiseng

JUNE 6, 2023

Customers don’t seek B2B or B2C businesses. Customers buy with emotion and justify their decisions with reason. QUI Takeaway: To earn customer loyalty, don’t get inside their heads. QUI Takeaway: To earn customer loyalty, don’t get inside their heads. Don’t just think like the customer.

B2C 88

B2C Customer Loyalty B2B CX 88