Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Chip Bell Customer Loyalty Keynote Speaker, Trainer, Author. blog linkedin twitter Why?

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Gainsight

SEPTEMBER 14, 2020

Companies that succeed will do so by nurturing lifelong customers through an efficient and collaborative customer experience strategy. Introducing: CX Center for B2B Customer Feedback. First things first, what do we mean when we say “customer experience strategy?”

CX 52

CX Close the Loop Customer Experience NPS 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

VOC 62

VOC B2B Close the Loop Non-Profits 62

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another. What is a value chain?

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

SugarCRM

DECEMBER 2, 2021

B2B sales leads usually cost an organization between $50 to $500, depending on your industry and business model. Provide Marketing Engagement History to Understand Your Customer’s Interest . B2B prospects usually research products and services over some time. In B2B, account-based marketing is essential.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Confirmit

APRIL 16, 2018

For quite some time, the default assumption has been that an organization’s Customer Experience (CX) team should be the exclusive owners of initiatives to listen to the Voice of the Customer (VoC) and improve the Customer Experience. Let’s be honest: B2B customer relationships can be fragile.

CRM 40

CRM Customer Experience Close the Loop VOC 40

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

Confirmit

JULY 13, 2017

I continued to work in B2B software solutions there, specializing in CRM. I came back to the UK in 2007, the year Confirmit acquired Pulse Train, and I started working in the Customer Experience space. We often speak of “closing the loop” in the Customer Experience environment.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

ClearAction

APRIL 18, 2020

Customer experience management , as it should be managed, is alignment of the company to customers. Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Retently

JANUARY 13, 2019

When it comes to client distribution, especially in B2B, a different approach would be to also consider the role of those who respond to your surveys. Make sure you are surveying the right people and get the maximum out of your voice of the customer program.

NPS 72

NPS Net Promoter Score Sentiment Analysis Customer Satisfaction 72

Gainsight

OCTOBER 5, 2020

Typically, SaaS vendors do their best to incorporate the ‘Voice of the Customer’ (VoC) into their roadmaps, displaying their commitment to their users. How Community facilitates a Closed-Loop Feedback Process. It isn’t easy to close the loop when you don’t know where it started. Lila Meyer. Did You Know? .

Customer Feedback 52

Customer Feedback Close the Loop VOC Education 52

SurveySensum

FEBRUARY 11, 2022

Closing the loop. Since closing the loop is very important, their team helps you with how to analyze the gathered feedback, understand the customer issues from the core, communicate with the customer that you are working on their feedback to resolve their complaints, and actually fix the problem with the relevant teams.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

PeopleMetrics

FEBRUARY 25, 2022

Customer feedback from CX surveys, post-transaction reviews and recommendations, market research, web analytics, industry benchmarking data, and more are all common VoC channels for collecting data. For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Confirmit

MAY 29, 2018

This gives you the ability to build a strategy to approach these 3 groups, for example closing the loop with your Detractors, or leveraging positive word of mouth with your promoters. Learn more about best practices in implementing a Voice of the Customer program that will deliver results in the short and long run.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions!

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

Lumoa

NOVEMBER 4, 2024

Ask AI has evolved We offer the ability to Ask AI questions about your data, and get a response based on the voice of the customer. Now, we can take those AI answers and use them to close the loop. We asked “what our three biggest issues were last quarter?”

Close the Loop 78

Close the Loop AI B2B Engineering 78

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40

PeopleMetrics

JANUARY 14, 2025

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Market research is about using customer feedback to answer strategic business questions. Thats where human empathy comes in, especially in high-touch environments like B2B.

AI 71

AI Sentiment Analysis E-commerce VOC 71

PeopleMetrics

APRIL 22, 2025

Lesson #2 Revisited: AI and the Real Meaning of CX Measurement Discover how AI is transforming customer experience measurement with real-time, multi-channel feedback and predictive insights, while underscoring the irreplaceable role of human expertise in building trust and taking meaningful action.

AI 62

AI VOC Text Analytics NPS 62