ECXO

JUNE 11, 2023

It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. CX design is no longer just about aesthetics.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Zendesk

OCTOBER 20, 2023

A customer persona includes: Demographics Personal information Needs and pain points Personal goals and motivations Preferred communication channels Before diving into your customer persona, consider data and analytics from your current customers, review prior feedback and surveys, and interview current customer service agents as a starting point.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Callminer

FEBRUARY 27, 2019

.” – 5 Good Reasons to Capture the Voice of the Customer , SurveyMonkey; Twitter: @SurveyMonkey. . Focus on gathering ‘actionable insights.’. Many companies face the issue of gathering lots of customer data but don’t know how to actually derive actionable, meaningful insights from it.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

SurveySensum

SEPTEMBER 20, 2023

Now, for surveys for B2B companies, the frequency can vary. You can send surveys on a quarterly basis or you can align the frequency with your customers’ engagement patterns. Be mindful of what type of survey you are sending at what touchpoint of your customer journey.

E-commerce 52

E-commerce Touchpoint Customer Satisfaction Start-ups 52

SurveySensum

NOVEMBER 6, 2023

For example, you can ask questions about different aspects of your business such as customer support, your B2B product, your website or app, retail, etc. → ‘On a scale of 0-10, how likely are you to recommend us to friends and colleagues based on the quality of our product?’ Identify touchpoints where improvements can be made.

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Confirmit

MAY 29, 2018

Understand your customers’ expectations better. Evaluate (and prevent) the risk of your customers churning. Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. When to Collect the Voice of the Customer?

Voice of the Customer 40

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