ECXO

MARCH 6, 2025

A robust Voice of the Customer (VoC) program ensures that the CX transformation is guided by actual customer insights rather than assumptions. Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base.

CX Transformation 339

CX Transformation B2B CX Government 339

PeopleMetrics

MARCH 18, 2025

Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice.

Sentiment Analysis 62

Sentiment Analysis VOC B2C AI 62

Futurelab

FEBRUARY 23, 2024

But even in B2C a single customer can still represent much higher lifetime value than most organizations realize (more about this in my next column). This is the easiest ROI of your VoC program! Shall we check if your VoC programme is capable? What are you doing with the feedback your organization is collecting?

VOC 147

VOC B2C Manufacturing B2B 147

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

PeopleMetrics

DECEMBER 1, 2021

Together, we bring a combined VoC and research solution for these high-value audiences. The result is an industry leading VoC and research solution for B2B, Pharma and other industries where small numbers of customers carry a big weight. CLV is a KPI everyone needs to track!).

VOC 118

VOC B2C B2B CX 118

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC Social Media B2C Voice of the Customer 98

Lumoa

FEBRUARY 9, 2023

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. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? Did you know that an efficient VOC program can help you find your niche and even gives you an edge over your competitors!! How to set an objective for your VOC program?

VOC 52

VOC Sentiment Analysis Social Media B2C 52

SurveySensum

SEPTEMBER 19, 2022

What is the voice of the customer (VOC)? What is Voice of Customer (VOC)? Voice of the Customer (VOC) is made up of two things — experiences and expectations. VOC is a term that is used to describe the experience and expectations that customers have from a business. Launch VOC surveys for FREE. Customer interviews.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

SurveySensum

DECEMBER 30, 2024

Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5 NICE, designed for both B2B and B2C enterprises, provides comprehensive insights into CX through a range of surveys that directly map to the customer journey.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) 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

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. But how to do this?

VOC 40

VOC B2C Actionable Insights Touchpoint 40

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. But how to do this?

VOC 40

VOC B2C Voice of the Customer Actionable Insights 40

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

C3Centricity

JUNE 2, 2021

Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. If you have any VOC research needs coming up in the B2B arena, please call me, Alan Hale at 847-800-1685 or email him at: Alanhale.consultant@gmail.com to see if we can add value. New product pricing.

Manufacturing 133

Manufacturing B2B B2C Start-ups 133

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

MAY 11, 2020

The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services. The goal of VoC is to give business owners and workers a detailed understanding of what customers need and want.

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78

ECXO

JULY 8, 2024

The Main Challenges Well-designed, technology-adoptable solutions are crucial in both B2B and B2C contexts. Feedback and Adaptation: Continuous feedback loops and iterative design processes allow for the refinement of digital products based on real user interactions and feedback in parallel with VOC and data.

Touchpoint 156

Touchpoint Technology Technology VOC 156

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 Maturity Essentials – VoC Collaborators – VoC Transformers 3. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

Waypoint Group

FEBRUARY 1, 2018

But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. The post Why are you using a B2C approach and solution for B2B Customer Feedback? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses.

B2C 40

B2C B2B Customer Feedback VOC 40

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets.

Close the Loop 16

Close the Loop VOC B2C B2B 16

Lumoa

MAY 5, 2022

Whether you work in B2B or B2C, CX is the sum of all thoughts, feelings, experiences and reactions the customer is left with. CX is the customers’ experience of the product or service itself. Therefore, both internally and externally, good partners are necessary to succeed with the company’s CX investment.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. This is one that unfortunately gets ignored in customer feedback, lost in the daily tasks and to-do lists, but is important enough to be the second KPI on your VoC dashboard.

VOC 61

VOC NPS B2B Non-Profits 61

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Innovative, social techniques are core to employee VOC programs. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Very often, this is a partnership between Marketing and HR.

Non-Profits 60

Non-Profits Social Media VOC B2C 60

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. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. A VoC program collects, studies, and analyzes this information to help guide strategic decisions. How you approach CX and VoC will vary depending on your business context. CX metrics and KPIs.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? And the process differs in B2B and B2C. However, in B2C, where there is a volume of customer feedback, contacting customers or following up becomes an impossible task. How to communicate with your customers in B2B and B2C? In the case of B2C, you can.

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

Lumoa

APRIL 24, 2018

But, NPS can also be misleading if it's not a part of a more comprehensive VoC program amongst other measurement tools and metrics and ideally this VoC program to be part of a complete " Market Information System ".

NPS 126

NPS CX Net Promoter Score Close the Loop 126

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. LinkedIn : [link] /. Website : [link]. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Steven Van Belleghem

DECEMBER 6, 2021

That applies to both B2C and B2B businesses. Aggregating and centralizing all sources of Voice of Customer (VoC) feedback (i.e. Customers are smarter than ever and know what a good CX looks and feels like. They no longer compare a company or brand to its direct competitor. Going forward, this will not be enough.

CX 123

CX Customer Experience Non-Profits Social Media 123

PeopleMetrics

JANUARY 31, 2025

When I first wrote Listen or Die , one thing was clear: B2B and B2C VoC programs are not the same. But what has changed is how AI is transforming both B2B and B2C VoC, helping companies capture insights more efficiently, analyze feedback at scale, and prioritize the right actions faster than ever before. Heres how: 1.

VOC 98

VOC B2C B2B AI 98

Waypoint Group

OCTOBER 6, 2021

I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.” B2C companies can’t really create relationships with their customers (in general) because the staffing costs would drive them about of business. Some things just cannot be automated.

B2C 49

B2C B2B NPS Start-ups 49

Waypoint Group

MAY 25, 2018

As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs.

B2C 66

B2C B2B Innovation CX 66

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX.

Gaming 40

Gaming CX B2B B2C 40

Waypoint Group

JUNE 7, 2018

While that works well for consumer B2C companies (where, by and large, you’re only as good as your latest transaction), relying on journey mapping is dangerous and far from ideal for B2B companies. Implementing a Voice-of-Customer (VoC) program that collects the right feedback from the right people at the right time is the third key.

B2B 40

B2B VOC B2C Start-ups 40

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. This simple fact opens up a world of customer experience complexities and implications for how a B2B company should measure their CX.

B2B 40

B2B Customer Experience B2C Close the Loop 40

1 to 1

JULY 25, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20