eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 468

NPS Customer Feedback Net Promoter Score B2C 468

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

Heart of the Customer

SEPTEMBER 28, 2022

In my new book, Do B2B Better, which comes out next week on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of […]. The post Do B2B Better Excerpt #3: Dow appeared first on Heart of the Customer.

B2B 148

B2B CX Voice of the Customer Customer Experience 148

Heart of the Customer

SEPTEMBER 22, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.

B2B 148

B2B CX Voice of the Customer Customer Experience 148

Heart of the Customer

SEPTEMBER 30, 2022

In my new book, Do B2B Better, which comes out next Tuesday, on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. […]. The post Do B2B Better Excerpt #4: XYZ Software appeared first on Heart of the Customer.

B2B 29

B2B CX Voice of the Customer Customer Experience 29

Heart of the Customer

SEPTEMBER 22, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.

B2B 29

B2B CX Voice of the Customer Customer Experience 29

PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. A Note to B2B Providers: Text analytics software works best with large volumes of data. positive, neutral, and negative).

Voice of the Customer 81

Voice of the Customer Net Promoter Score Text Analytics VOC 81

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it.

Voice of the Customer 109

Voice of the Customer B2B VOC Customer Journey Map 109

Lumoa

MAY 11, 2020

This highlights the need for exceptional experiences for long-term success for both the customer and the business by building a voice of the customer program. Does the idea of spending less while also keeping your customers and employees happy appeal to you? In This Article: What Is a Voice of the Customer Program?

Voice of the Customer 78

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

Confirmit

JULY 26, 2018

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. What are the Five 5 Steps to a Voice of the Customer Successful Program? Streamline processes.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. Focus on learning about your customers and gaining traction, and then branch out.

B2B 111

B2B Customer Experience Start-ups Sales 111

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Ideally, how you manage customer experience custom-fits your customers’ needs, preferences, and circumstances.

B2B 86

B2B CXM Customer Experience Customer Experience Management 86

Futurelab

MAY 23, 2024

#NoBullshitCX #20yearsFuturelab “The customer voice is a signal, not noise.” ” What capabilities should a Voice of the Customer manager have? The reason is that getting customer data and creating business insight based on require two different types of people.

VOC 32

VOC B2B Voice of the Customer Business Operations 32

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Voice of the Customer Customer Feedback 83

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service. Find out more about how we can help you.

B2B 78

B2B Customer Experience Voice of the Customer Government 78

Heart of the Customer

FEBRUARY 7, 2019

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

B2B 84

B2B Manufacturing Healthcare Retail 84

Futurelab

FEBRUARY 23, 2024

Long-term B2B contracts are not easy to secure and almost impossible to rescue when gone. This little incidents show how important the individual results are in a Voice of the Customer program. In B2B individual customers easily represent hundreds of thousands if not millions in lifetime value.

VOC 147

VOC B2C Manufacturing B2B 147

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. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

VOC 97

VOC Voice of the Customer B2B CX 97

Futurelab

MAY 31, 2024

I recently told a story about a large B2B company that hired a team of “translators”to help interpret feedback results into tangible actions. When setting up or calibrating Voice of the Customer programmes, we always advise against aggregating various metrics into one, or creating a combo score based on several touch points.

Legal 130

Legal B2B Voice of the Customer 130

PeopleMetrics

APRIL 9, 2015

The results of our work is so customers can experience the very best you have to offer, with no evidence of the PowerPoint slides, Voice of the Customer alerts, or tooth-and-nail effort that brought it into being. Growing Into Your Customer Experience. That’s why we offer the customer experience solutions we do.

Customer Experience 125

Customer Experience Voice of the Customer Voice of the Employee Customer Feedback 125

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. The post How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project appeared first on Heart of the Customer.

Customer Journey Map 76

Customer Journey Map B2B Voice of the Customer Customer Relationship 76

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 127

B2C Customer Acquisition B2B Customer Satisfaction 127

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. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals.

Voice of the Customer 40

Voice of the Customer B2B VOC Touchpoint 40

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. See the full B2B CXM series.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

Customer Journey Map 87

Customer Journey Map Voice of the Customer B2B 87

Confirmit

APRIL 19, 2017

In the business-to-business world, the concept of Voice of the Customer is gaining momentum. 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. Voice of the Customer Webinars.

B2B 55

B2B VOC CX Voice of the Customer 55

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

PeopleMetrics

JANUARY 12, 2015

Here are a few examples from our client base: One of our clients, a B2B telco provider, wants to reduce customer churn. So every quarter, leaders cross-reference customer feedback data with churn levels. So, once you know what you want to achieve, you need to settle on a short list of metrics you can track to determine progress.

Customer Experience 130

Customer Experience Net Promoter Score NPS Voice of the Customer 130

Heart of the Customer

MARCH 5, 2019

One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. The post Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs appeared first on Heart of the Customer. Heart of […].

NPS 68

NPS B2B CX Net Promoter Score 68

Heart of the Customer

OCTOBER 18, 2018

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […].

B2C 60

B2C B2B Voice of the Customer Customer Relationship 60

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Get started for free today.

B2B 63

B2B VOC Customer Feedback Voice of the Customer 63

PeopleMetrics

DECEMBER 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback! Survey Behavior Information.

Net Promoter Score 83

Net Promoter Score Voice of the Customer B2B Construction 83

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.

B2C 48

B2C B2B CX Government 48

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

DECEMBER 28, 2020

But, they were struggling a lot in retaining those customers! The most common reason behind their failure was – they were not making any use of the voice of the customer data. . What is the Voice of the Customer? There is a slight difference between B2B and B2C in terms of how we are capturing data.

VOC 98

VOC Social Media B2C Voice of the Customer 98