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

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 440

NPS Net Promoter Score VOC Actionable Insights 440

ECXO

MARCH 6, 2025

Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers. Some companies bring the voice of the customer into internal meetings by playing recorded client feedback or inviting customers to speak about their experience.

CX Transformation 339

CX Transformation B2B CX Government 339

Lumoa

MAY 11, 2020

This highlights the need for exceptional experiences for long-term success for both the customer and the business by building a voice of the customer program. Does the idea of spending less while also keeping your customers and employees happy appeal to you? In This Article: What Is a Voice of the Customer Program?

Voice of the Customer 78

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

Confirmit

JULY 26, 2018

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. What are the Five 5 Steps to a Voice of the Customer Successful Program? Streamline processes.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

Futurelab

FEBRUARY 23, 2024

This little incidents show how important the individual results are in a Voice of the Customer program. In B2B individual customers easily represent hundreds of thousands if not millions in lifetime value. The sales director reached for the phone right there.

VOC 147

VOC B2C Manufacturing B2B 147

Heart of the Customer

OCTOBER 18, 2018

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […].

B2C 60

B2C B2B Voice of the Customer Customer Relationship 60

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 127

B2C Customer Acquisition B2B Customer Satisfaction 127

1 to 1

MARCH 28, 2013

It disappoints me when customer experience professionals at B2B companies won't even consider CX practices from business-to-consumer companies. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

B2C 48

B2C B2B CX Government 48

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. Onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

SurveySensum

DECEMBER 28, 2020

But, they were struggling a lot in retaining those customers! The most common reason behind their failure was – they were not making any use of the voice of the customer data. . What is the Voice of the Customer? There is a slight difference between B2B and B2C in terms of how we are capturing data.

VOC 98

VOC Social Media B2C Voice of the Customer 98

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Beyond Philosophy

JUNE 9, 2015

This means the checked bag fee, another favorite of Customers, jumps from $23 to $38. The senior management isn’t listening to the voice of the Customer. But as my mum used to say, “If everyone was going to jump off a bridge, does that mean you have to jump, too?”).

B2C 137

B2C Start-ups B2B Voice of the Customer 137

PeopleMetrics

DECEMBER 19, 2014

You have been working hard to get your CEO to buy into the need to get closer to customers. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback! Survey Behavior Information.

Net Promoter Score 83

Net Promoter Score Voice of the Customer B2B Construction 83

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. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Bill Quiseng

MARCH 7, 2016

While I set out to accomplish a task on my terms and the way I needed to do it, I discovered that some of the best companies just do not have the people or processes in place to adequately service customers in nontraditional ways. Power, 67% of consumers have used a company’s social media channel for their customer service needs.

Social Media 115

Social Media Customer Service B2C Voice of the Employee 115

ECXO

JULY 8, 2024

The Main Challenges Well-designed, technology-adoptable solutions are crucial in both B2B and B2C contexts. This is a valid way to continue improvements with the voice of the customer. The primary goal is to create intuitive, aesthetically pleasing, and functional products that resonate with users.

Touchpoint 156

Touchpoint Technology Technology VOC 156

ClearAction

DECEMBER 31, 2015

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C.

Customer Experience 54

Customer Experience Net Promoter Score Voice of the Customer B2B 54

Return Customer

MARCH 14, 2018

You probably already know how important the voice of the customer is for your business, but are you placing equal importance on finding the time to read them? Here are three critical reasons to be reading your customer reviews. Reading your reviews can do wonders for your business, and in this post, you’ll learn why.

B2C 77

B2C Voice of the Customer Customer Feedback CX 77

1 to 1

MARCH 25, 2014

As B2C marketers continue to gain experience engaging with customers in digital channels, a growing number of practitioners are striving to become more adept at segmenting customers by psychographics and demographics as part of their efforts to deliver relevant content, messaging, and experiences for specific target audiences.

B2C 45

B2C Voice of the Customer Customer Loyalty Customer Service 45

Confirmit

MARCH 12, 2019

What’s nice about this event is that we’re able to speak to people from every part of the marketing world – often the home of Customer Experience and Insight teams. This year there was a lot of emphasis on engaging with customers across both B2B and B2C markets, including gamification, brand value, social media and more.

Voice of the Employee 56

Voice of the Employee Social Media B2C Voice of the Customer 56

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. Voice of the Customer. But how to do this?

VOC 40

VOC B2C Voice of the Customer Actionable Insights 40

Lumoa

MAY 5, 2022

The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience? CX is the customers’ experience of the product or service itself.

Customer Experience 103

Customer Experience CXM Artificial Intelligence E-commerce 103

Aquire

OCTOBER 19, 2021

On the contrary, you need robust customer analytics to understand complex customer behavior – especially in a digital world where customers go through multiple stages and are willing to conduct a whole load of research to determine what to buy and when. What are customer analytics? Voice of customer analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C. The problem?

Healthcare 0

Healthcare Customer Experience Net Promoter Score B2C 0

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. But how to do this?

VOC 40

VOC B2C Actionable Insights Touchpoint 40

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.

CX 121

CX Customer Experience Education Machine Learning 121

Confirmit

DECEMBER 4, 2018

In this video Claire Sporton, SVP Customer Experience Innovation at Confirmit provides key advice on getting started with a Voice of the Customer program. She talks about getting the right input, not only from customers, but from partners and employees as well in order to get a clear picture of the business ecosystem.

B2C 40

B2C B2B Voice of the Customer Touchpoint 40

ClearAction

SEPTEMBER 29, 2016

MO Coaching topics: marketing centers of excellence, governance, metrics and customer life cycle management. Customer Experience Management: Progress & Aspirations : Ingrid Lindberg ‘s specialty is B2C CXM, and Lynn Hunsaker ‘s specialty is B2B CXM. CCXP = Certified Customer Experience Professionals Association.

CXM 66

CXM CX Customer Experience B2C 66

Heart of the Customer

JANUARY 16, 2021

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).

CX 132

CX Voice of the Customer Customer Experience B2C 132

Customer Bliss

JUNE 20, 2017

So she needed to put together research proposals, including product-market fit, B2C/B2B contexts for the business, and even internal employee perceptions. The first several months included this foundational research, including some innovative research on co-creation programs with customers. What did she do first? You need to accept it.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

Zendesk

OCTOBER 20, 2023

A customer satisfaction (CSAT) survey is automatically sent to the customer to collect feedback about the interaction. Establish customer feedback methods to amplify the Voice of the Customer That leads to the next step: collecting feedback to amplify the Voice of the Customer.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

By varying the wording, you can gather information about customer loyalty to your brand, one of your products, one of your services, or even a more granular item such as a specific product feature. The wording also may vary depending on whether your market is a B2B or B2C niche.

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

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. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

ClearAction

DECEMBER 27, 2017

Is your voice of the customer program letting you know similar insights? “We decided our purpose is finding a way to financial well-being for SunTrust”, Jeff explained in my Customer Experience talk show. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54