eglobalis

NOVEMBER 26, 2024

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. What good is being empathetic if customers still face recurring problems? The same applies to B2C.

CX 406

CX B2B Predictive Analytics B2C 406

eglobalis

OCTOBER 21, 2024

This not only closes the loop but also demonstrates a commitment to solving problems. For mature companies, this level of personalized attention is key to maintaining long-term relationships in both B2B and B2C. This action generated positive buzz and reinforced their customer-centric reputation​.

Social Media 418

Social Media B2B Sentiment Analysis B2C 418

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. The situation when B2B CX was very distant from B2C CX has been rapidly changing. How a CSAT survey can look like. Image by Retently.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start! That's a very typical design of a CSAT survey.

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107

Lumoa

APRIL 24, 2018

All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights. NPS can provide clarity on the status of CX efforts, but the voice of the customer lights the way to improved customer journeys."

NPS 126

NPS CX Net Promoter Score Close the Loop 126

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. So let’s start! That's a very typical design of a CSAT survey.

Net Promoter Score 60

Net Promoter Score Customer Experience B2C CEM 60

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 dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

VOC 62

VOC B2B Close the Loop Non-Profits 62