Futurelab

MAY 23, 2024

VoC manager should therefore be able tocreate a bridge between these two. I thought I was crazy for even thinking this, until I heard from a colleague working for one of the largest B2B companies in the world. Your role as a VoC Manager is being a translator for everyone in the company.

VOC 32

VOC B2B Voice of the Customer Business Operations 32

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. There are several ways to obtain data and understand customers.

Customer Experience 455

Customer Experience Net Promoter Score VOC Government 455

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. B2B vs. B2C Perspectives In B2C environments, where transactional interactions are straightforward and brand loyalty is clearer, NPS can serve as a reliable indicator of customer advocacy and satisfaction.

NPS 456

NPS Customer Feedback Net Promoter Score B2C 456

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. However, in B2B settings, characterized by complex decision-making and long-term relationships, NPS often falls short.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. Salesforce (United States) Salesforce frequently receives requests for new integrations and customization features from its B2B clients.

Customer Feedback 513

Customer Feedback Compliance Innovation B2B 513

PeopleMetrics

MARCH 6, 2025

Customers often like these short surveys because they're quick and painless, and companies like them because they generate high response rates (often 30%+ for B2C and 50%+ for B2B). AI can help but shouldnt be solely relied on to drive your VoC strategy (or your career for that matter). But there's no free lunchand heres the catch.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. It’s tempting to start with VoC.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Futurelab

FEBRUARY 23, 2024

Long-term B2B contracts are not easy to secure and almost impossible to rescue when gone. In B2B individual customers easily represent hundreds of thousands if not millions in lifetime value. This is the easiest ROI of your VoC program! Shall we check if your VoC programme is capable? Those were the real news.

VOC 147

VOC B2C Manufacturing B2B 147

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

PeopleMetrics

DECEMBER 1, 2021

Together, we bring a combined VoC and research solution for these high-value audiences. The result is an industry leading VoC and research solution for B2B, Pharma and other industries where small numbers of customers carry a big weight. CLV is a KPI everyone needs to track!).

VOC 118

VOC B2C B2B CX 118

PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Public information is the first place to begin and often the only place to start if you have no VoC in place. Start with the facts.

VOC 70

VOC CEM Close the Loop Business Administration 70

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. But if you’ve ever worked within a B2B company, you […]. The post 3 Tips To Manage the Lost Voice of the Last Customer appeared first on Heart of the Customer.

VOC 97

VOC Voice of the Customer B2B CX 97

Confirmit

APRIL 19, 2017

But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge. In the business-to-business world, the concept of Voice of the Customer is gaining momentum. By listening to customers and walking in their shoes.

B2B 55

B2B VOC CX Voice of the Customer 55

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. See the Applied Materials example: Strategic Action on B2B VoC ).

VOC 48

VOC CXM Close the Loop Voice of the Customer 48

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. For example, Voice-of-the-Customer (VoC) managers are often completely absorbed in the administration of customer listening posts. And others are pursuing VoC actions or customer retention. Answers to “What is the level of coordination across B2B CXM practices?”

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Ways to Integrate B2B Influencers’ Views. Should every buying-decision influencer be given equal weight in their expectations and views by averaging their VoC ratings? Your company loses the sale. Why Customer Data Integration Matters.

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. For B2B , we see response rates as high as 50%. A good transactional VoC survey can be completed in a short amount of time. Today, I am going to focus on a very important topic – survey health. Watch the clock.

VOC 61

VOC Double-Barreled Question CEM B2C 61

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

Lumoa

FEBRUARY 9, 2023

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 167

Net Promoter Score Customer Experience B2C Social Media 167

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. When you make customer retention for B2B business models a priority, you’ll not only save money on acquisition costs; you’ll also unlock the growth potential of your existing customer base. How to Increase Customer Retention for B2B Companies .

Customer Retention 65

Customer Retention B2B VOC Compliance 65

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Gathering Voice of the Customer (VoC) feedback is important, and acting on that information is equally important.

B2B 63

B2B VOC Customer Feedback Voice of the Customer 63

SurveySensum

SEPTEMBER 19, 2022

What is the voice of the customer (VOC)? What is Voice of Customer (VOC)? Voice of the Customer (VOC) is made up of two things — experiences and expectations. VOC is a term that is used to describe the experience and expectations that customers have from a business. Launch VOC surveys for FREE. Customer interviews.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

C3Centricity

JUNE 2, 2021

Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Consumer products often have price points, but B2B usually has price bands. Pricing #B2B #B2C Click To Tweet. For B2B it is used generally to try to increase purchases over time. Price #Pricing #CEX #B2B #Savings Click To Tweet.

Manufacturing 133

Manufacturing B2B B2C Start-ups 133

Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Keep things up-to-date.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

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 Maturity Essentials – VoC Collaborators – VoC Transformers 3. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

SurveySensum

SEPTEMBER 15, 2023

Are you struggling to meet your B2B clients’ ever-changing needs in today’s fast-paced service industry? In the realm of B2B service, staying attuned to client feedback is more crucial than ever. They empower you to gather, analyze, and act upon the insights your B2B service clients provide. You’re not alone.

B2B 52

B2B NPS Sentiment Analysis Text Analytics 52

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? It’s time to unleash the potential of your B2B customer experience. With effective strategies like personalization, omnichannel customer support, and an efficient VOC Program, you pave the way for a seamless, convenient, and hassle-free customer journey.

B2B 52

B2B Customer Experience Omnichannel VOC 52

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey? Let’s start by understanding a typical B2B SaaS customer journey with an example.

B2B 52

B2B Net Promoter Score NPS VOC 52

SurveySensum

JULY 28, 2020

The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . The valuable feedback gets you an accurate predictor of retention and offers you with trustworthy insights that can help you in adopting the VOC program across your organization. .

B2B 75

B2B Start-ups VOC Net Promoter Score 75

Confirmit

DECEMBER 4, 2018

There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly. Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. More specifically, we provide support in the following areas: VoC Program Design.

B2B 40

B2B VOC Text Analytics Government 40

Lumoa

MAY 11, 2020

The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services. The goal of VoC is to give business owners and workers a detailed understanding of what customers need and want.

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78