PeopleMetrics

JUNE 4, 2019

Who are your customers? 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.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). So, what is CX measurement or VoC?

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

OCTOBER 29, 2019

A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. The effort is worth it! Boost your survey health! Contact PeopleMetrics: About the Author.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Perhaps employees should focus on something other than NPS ? Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest. Marketing, Customer service. So, what should we expect in the nearest future?

CX 121

CX Customer Experience Education Machine Learning 121

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest. Marketing, Customer service. Read the full answers of the experts below.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

PeopleMetrics

MAY 4, 2020

Both to save that individual customer and make systemic changes that will result in better experiences for all customers ( and fewer recover alerts). For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Close the Loop 78

Close the Loop VOC CEM NPS 78