Beyond Philosophy

NOVEMBER 10, 2014

A B2B Telecom reduced costs by 36% and increased revenues by 7%. An Electrical Retailer reduced complaints by 20%, increased levels of trust by 10% and achieved a 3% increase in ‘like for like’ sales. So, there you have it. I have made my case, and I am prepared to hear the counterarguments. www.mckinsey.com. February 2006. 26 August 2014.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Beyond Philosophy

APRIL 18, 2016

Rocks explains that similar demographic biases are often associated with B2B companies that look at NPS for different countries. Join Beyond Philosophy for the Certified Advanced CEM Training. The demographic bias is not just tied to gender or age, however. It can also be caused by where you live in the world.

Net Promoter Score 112

Net Promoter Score NPS CEM B2B 112

Confirmit

JULY 26, 2018

The benefits are significant; delivering an excellent customer experience is the most effective way for both B2C and B2B organizations to differentiate themselves from the competition—and VoC is a vital component in improving the customer experience. What are the Business Benefits of a VoC Program?

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Beyond Philosophy

APRIL 18, 2016

Rocks explains that similar demographic biases are often associated with B2B companies that look at NPS for different countries. Join Beyond Philosophy for the Certified Advanced CEM Training. The demographic bias is not just tied to gender or age, however. It can also be caused by where you live in the world.

Net Promoter Score 60

Net Promoter Score NPS CEM B2B 60

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Forrester’s analysts recognized that “Confirmit’s strengths lie in surveys, analysis, and guidance, especially for B2B firms.” ” Learn More. VIDEO TESTIMONIAL. Erie Insurance.

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Forrester’s analysts recognized that “Confirmit’s strengths lie in surveys, analysis, and guidance, especially for B2B firms.” ” Learn More. VIDEO TESTIMONIAL. Erie Insurance.

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

Waypoint Group

MAY 18, 2016

Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. In the B2B world no one is an island, we are so rarely just dealing with one person, in fact often there is an entire buying group making the decisions. The 6 Key Mistakes Companies Make with their Customers.

Customer Experience 40

Customer Experience B2B Start-ups Sales 40

PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. Have questions about a B2B or B2C VoC program?

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 26, 2018

If you're a B2B company, you may think about the first interaction prospects have with your sales team. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Watch this edition of #CXSecrets above, or click here to download the video transcript.

Touchpoint 85

Touchpoint CEM Business Administration Machine Learning 85

PeopleMetrics

MAY 4, 2020

For B2B companies, every recover alert should include a follow-up — no exceptions! Let’s talk about the two primary strategies companies use to respond to recover alerts: Centralized vs. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. But if you have VoC running, your ROI possibilities are much greater.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 29, 2019

For B2B , we see response rates as high as 50%. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

VOC 61

VOC Double-Barreled Question CEM B2C 61