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

Lumoa

FEBRUARY 6, 2018

The top challenges I see are that everyone wants Customer Experience to be the latest and greatest. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. Marketing, Customer service.

CX 121

CX Customer Experience Education Machine Learning 121

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 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

JULY 17, 2018

This feedback is especially important in business-to-consumer (B2C) industries, such as hotels and restaurants. Similar to transactional surveys, customers often expect the company to respond , especially if the social review was negative. Sean holds a Ph.D.

VOC 209

VOC CEM CX Customer Feedback 209

Lumoa

OCTOBER 31, 2018

The top challenges I see are that everyone wants Customer Experience to be the latest and greatest. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. Marketing, Customer service.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60