Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. The B2B customer experience is something I spend a lot of time ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. My professional opinion as a customer experience ...

Customer service usually brings to mind the interaction between companies and individual consumers. But the B2B market still works with a customer base that requires attention and issue resolution — ...

Customer service speakers and authors (including me) tend to talk a lot about Nordstrom and Zappos and Amazon.com and the other masters of B2C (business to customer) customer service. But this is only ...

Why is it that B2B customer experience (CX) ratings fall so far behind their equivalents in the B2C market? Global consulting firm McKinsey reports that B2C companies tend to receive satisfaction ...

B2B businesses deploy a variety of tactics to drive growth and compete in their industry. For example, they may compete on product innovation by delivering a better mouse trap than anyone else in the ...

Now, more than ever before, customer service is vital to business well-being. Word of mouth, always the most powerful endorsement a brand could get,… Now, more than ever before, customer service is ...

B2B sellers have hit an inflection point where further investment in DX fails to improve results unless balanced with human-to-human experiences. The stakes of creating compelling customer experiences ...

Discover real-world Account Based Marketing (ABM) and Demand Generation insights to help drive your B2B success. Explore our expert-led resources and best practices for targeting high-value accounts, ...

The game is changing for business-to-business(B2B) customer service organizations. Not only are B2B companies increasingly looking to customer service for growing revenue and brand value, but business ...

Internal customer support platforms are moving from platforms like email ticketing systems and chat to channels like Slack, Microsoft Teams, and even Discord. But with Slack, for instance, able to ...

To paraphrase an old saying: “New customers are silver; old customers are gold.” Keeping customers you already have is less ...