ECXO

MARCH 21, 2023

Design leads us to data and experience personalisation Personalised approach (Data Analytics): Customers expect a personalised experience that meets their specific needs. Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn. In-app surveys.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

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!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

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. Voice of Customer Maturity Today 2. Clearly, it’s not yet enjoyably easy for customers to participate in VoC.

VOC 62

VOC B2B Close the Loop Non-Profits 62

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. Voice of customer refers to the aggregate picture of your customers' expectations, preferences, dislikes, and feedback over time. A VoC program collects, studies, and analyzes this information to help guide strategic decisions. CX metrics and KPIs.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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!

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. That applies to both B2C and B2B businesses. To remain competitive, businesses must keep up with what customers feel are most important, that includes customer service and convenience. Going forward, this will not be enough.

CX 123

CX Customer Experience Non-Profits Social Media 123

SurveySensum

NOVEMBER 24, 2021

Deep dive into the Complaints and Validate them with the Customers. Take Action on the Customer Issues. How to communicate with your customers in B2B and B2C? NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’.

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

Waypoint Group

JUNE 7, 2018

To achieve this, many companies start with “mapping the customer journey” in order to understand the complete set of processes that customers go through to be able to fully use (“adopt”) the product. If yes, are they sufficient to meet customers’ expectations? Or are you just hitting them with automated emails?

B2B 40

B2B VOC B2C Start-ups 40

1 to 1

JULY 25, 2024

The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction. Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. This is the final part of my trilogy about NPS.

NPS 438

NPS Net Promoter Score VOC Actionable Insights 438

PeopleMetrics

MARCH 20, 2025

Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. A customer provides feedback, an issue is identified, and the company follows up to resolve it. While AI has transformed many aspects of customer experience, closing the loop is still fundamentally a human-driven process.

Close the Loop 62

Close the Loop AI VOC B2C 62

PeopleMetrics

JANUARY 24, 2022

All customers being treated the same – in CX programs, customers are often treated equally despite clear evidence that some customers contribute more and their expectations are different. And my first book, Listen or Die , has numerous B2B examples and a chapter devoted to the differences between B2B and B2C CX.

CX 90

CX Artificial Intelligence B2B Text Analytics 90