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Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds. In B2C, business is mainly transactional.

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The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

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The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Recover alerts are by far the most common of all alerts and the reason why many companies begin their VoC program in the first place. What are some common instances that trigger a recover alert ?

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ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

It is also relevant for anyone who is interested in CX or wants to learn more about how customer feedback can be used to drive business results. Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. and Chief Customer Officer 2.0.