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. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JULY 17, 2018

This feedback is especially important in business-to-consumer (B2C) industries, such as hotels and restaurants. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

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. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

JULY 24, 2019

B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

VOC 61

VOC CEM NPS Business Administration 61

Lumoa

FEBRUARY 6, 2018

Also, new tech solutions such as AI and machine learning have been getting a lot of attention. AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before. And why not? Marketing, Customer service.

CX 121

CX Customer Experience Education Machine Learning 121

Lumoa

OCTOBER 31, 2018

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” And why not?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

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). His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Why follow up?

Close the Loop 78

Close the Loop VOC CEM NPS 78