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

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 72

B2C Customer Acquisition B2B Customer Satisfaction 72

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 B2C 156

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 Actionable Insights Voice of the Customer 40

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

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

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 B2B Voice of the Customer 54

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.

VOC 210

VOC CEM CX Customer Feedback 210

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 B2C Social Media Voice of the Customer 56

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 B2C 83

Confirmit

JULY 10, 2019

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system.

CX 45

CX B2C Construction Voice of the Customer 45

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 Sales 77

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 110

Customer Experience Artificial Intelligence CXM E-commerce 110

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 399

NPS Customer Feedback Net Promoter Score B2C 399

Confirmit

JULY 10, 2019

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system.

CX 40

CX B2C Construction Voice of the Customer 40

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

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars. Webinar Details.

Customer Experience 40

Customer Experience B2C Construction Voice of the Customer 40

Confirmit

JUNE 26, 2019

Brad helps Confirmit customers grow their CX programs to maturity, enabling transformational change that optimizes customer and employee experiences. Most recently, she was the customer experience director in the insurance division of John Hancock, where she led the implementation of a customer experience measurement system.

CX 40

CX B2C Construction Voice of the Customer 40

Confirmit

MARCH 22, 2020

It is also important to consider the survey’s audience: B2B, B2C, Employees/VoCE, etc. Not only can this help the business to understand their customer needs and improve response times, it can help the end customer with their planning efforts though this uncharted territory. Your Questions Explored.

Customer Experience 52

Customer Experience Hospitality Hospitality B2C 52

Confirmit

AUGUST 19, 2019

Before I joined Confirmit as a CX Consultant, I was a practitioner at both small and large companies, working on B2B and B2C programs in a variety of industries. In the trenches, so to speak, I was charged with developing and expanding Voice of Customer and customer experience programs.

B2C 40

B2C B2B Voice of the Customer CX 40

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

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

ECXO

JULY 10, 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 361

Sentiment Analysis Customer Feedback NPS Net Promoter Score 361

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 123

Social Media Customer Service B2C Voice of the Employee 123

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

PeopleMetrics

NOVEMBER 4, 2014

These potential negatives point back to the need to provide positive customer experiences and the obligation to nurture your B2C relationship. Passion: Condition Your Customers to LOVE your shop. Engaged Customers Customer Service Voice of the Customer Social Media Customer-Centric Culture'

Social Media 54

Social Media Voice of the Customer B2C Start-ups 54

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

Confirmit

MAY 15, 2018

The second thing was the emotional involvement in B2B decision making – even more so than in B2C, when you’d think the personal environment would see far greater levels of emotional decision making. Voice of the Customer Best Practices. People buy people. And experiences.

B2B 40

B2B B2C Start-ups CX 40

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

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 144

VOC B2C Manufacturing B2B 144

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 330

NPS Net Promoter Score VOC Actionable Insights 330

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 129

CX Customer Experience Education Machine Learning 129

PeopleMetrics

FEBRUARY 25, 2022

Customer feedback from CX surveys, post-transaction reviews and recommendations, market research, web analytics, industry benchmarking data, and more are all common VoC channels for collecting data. For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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 178

Net Promoter Score Customer Experience B2C Social Media 178

Customer Bliss

FEBRUARY 8, 2018

While predominantly B2B, Diana notes that B2C is always in the back of her mind.) Diana was passionate about delivering the “voice of the customer” to provide actionable insights, enabling organizations to make better business decisions and meet/exceed corporate goals and objectives.

Manufacturing 40

Manufacturing CX B2C Innovation 40

Customer Bliss

JULY 7, 2016

This work is often about being patient, finding a lot of different ways to reach the other decision-makers — and this includes making sure they understand what Voice of the Customer means and that it’s always top of mind for them. The problem? As Natalie says early on here, “Everything needed work.”.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Customer Bliss

MARCH 21, 2017

While predominantly B2B, Diana notes that B2C is always in the back of her mind.) That was one of her first “voice at the table” roles, especially around the different channels where a company can speak to customers. “I fell in love with the broadness of the work,” she says. Defining The Role At Essilor.

Manufacturing 48

Manufacturing Finance CX B2C 48