PeopleMetrics

AUGUST 7, 2019

In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Then begin to create your own internal business case for VoC. Public information is the first place to begin and often the only place to start if you have no VoC in place.

VOC 70

VOC CEM Close the Loop Business Administration 70

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B VOC Customer Feedback Voice of the Customer 62

PeopleMetrics

OCTOBER 29, 2019

Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. For B2B , we see response rates as high as 50%. A good transactional VoC survey can be completed in a short amount of time. Today, I am going to focus on a very important topic – survey health. Watch the clock.

VOC 61

VOC Double-Barreled Question CEM B2C 61

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Customer Feedback Social Media 54

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 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Waypoint Group

AUGUST 9, 2017

I saw this poll presented the other night: Now imagine if the same poll were presented the way many companies show their Customer Satisfaction results: The first image shows the percentage of the population that feels a certain way, while the bottom chart shows (a fictionalized version […]. appeared first on Waypoint Group.

B2B 45

B2B Customer Feedback Customer Satisfaction VOC 45

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. appeared first on Waypoint Group.

B2C 40

B2C B2B Customer Feedback VOC 40

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

B2B 52

B2B Net Promoter Score NPS Touchpoint 52

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. The post Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback first appeared on Waypoint Group.

B2B 52

B2B Net Promoter Score NPS Government 52

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. The post Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback first appeared on Waypoint Group.

B2B 52

B2B Net Promoter Score NPS Government 52

Lumoa

MAY 11, 2020

The term “ voice of the customer ” was first coined back in 1993 in an MIT Marketing Science paper written by Abbie Griffin and John R. 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.

Voice of the Customer 83

Voice of the Customer VOC Net Promoter Score Start-ups 83

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. How Do You Build a Voice of the Customer Program?

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B VOC CX Customer Feedback 40

SurveySensum

NOVEMBER 9, 2021

How to achieve an 80% survey response rate for your B2B SaaS? Pre-notify your customers . The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. As a B2B company, you need to aim for high survey response rates.

B2B 52

B2B Start-ups Net Promoter Score VOC 52

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time.

B2B 40

B2B Net Promoter Score VOC NPS 40

SurveySensum

JULY 28, 2020

The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . It gives you an opportunity to engage with your customers and understand what is working and not working for them. Now the question is, who are your customers?

B2B 75

B2B Start-ups Net Promoter Score VOC 75

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. This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%).

CX 90

CX B2B Artificial Intelligence Text Analytics 90

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Time to set new customer experience goals. What gets measured gets done.

CEM 122

CEM Customer Experience VOC Scorecard 122

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience.

Close the Loop 78

Close the Loop VOC CEM NPS 78

Lumoa

JUNE 30, 2022

If your product is business-critical for some of your customers, maybe great incident detection and response is how the CX team contributes the most. If you run a B2B subscription model, maybe relationship-building and customer success are what you should focus on. Representing the voice of the customer.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

PeopleMetrics

FEBRUARY 25, 2022

Over the long run, collecting feedback at critical points in the customer journey gives you the data and insights you need to make strategic and iterative improvements to your service. What is a customer feedback loop? A CX process generates data and insights through customer feedback loops.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Callminer

AUGUST 6, 2019

“In any role, people need to receive feedback about how they’re doing and where they could improve. It’s no different when it comes to delivering on the customer experience. Providing employees with timely and relevant customer feedback is the most direct way to engage them in improving CX. Customers expect nothing less.

Contact Center 140

Contact Center VOC Social Media AI 140

Waypoint Group

SEPTEMBER 12, 2017

In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group.

B2B 20

B2B Customer Feedback VOC NPS 20

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. 69% of the customer-accounts that didn’t grow (accounts with 0% growth) over the last 4 years were also silent. And by how much?

NPS 40

NPS B2B Customer Feedback VOC 40

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. Voice of the Customer Best Practices.

CX 52

CX VOC Text Analytics Voice of the Customer 52

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

Intercom, Inc.

MAY 22, 2019

While there’s always room for carefully executed customer surveys, companies need to think about creative ways to harvest customer feedback from all types of customer interactions. In the last year, we’ve really invested in machine learning and AI to shift the discussion from “What are my customers saying?”

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. 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. High response rates generally equate to highly engaged customers. %

VOC 61

VOC NPS B2B Non-Profits 61

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. A deep understanding of customer measurement (e.g., And, well, you’d be mistaken.

Voice of the Customer 82

Voice of the Customer Net Promoter Score Text Analytics VOC 82

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Confirmit

SEPTEMBER 24, 2018

Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey. Improve VoC metrics like NPS® and correlate this improvement to revenue. Provide the right people in the organization with the right customer feedback that will help them make better business decisions.

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

Waypoint Group

DECEMBER 15, 2015

Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. The post Does Your B2B Feedback Program Save 46 Accounts in 3 Months?

B2B 40

B2B Close the Loop Innovation Customer Feedback 40

Waypoint Group

OCTOBER 17, 2019

And, according to Alejandro Ocampo, Reciprocity’s first Customer Success team member, gathering customer feedback was a manual, time- consuming process due to the delays of the back-and-forth involved in scheduling each customer meeting. Seeking trustworthy feedback.

B2B 40

B2B Actionable Insights NPS Compliance 40