Qualtrics

AUGUST 22, 2019

CX in B2B is a different ball game than B2C. While the B2B sector can look to B2C for some CX inspiration (and evidence of the rewards), there are a number of differences that must be considered. How do we ensure action is taken? One of the biggest and most common CX failures is not taking action on the feedback you’ve acquired.

B2B 29

B2B CX B2C Close the Loop 29

Lumoa

APRIL 24, 2018

to be able to identify actionable insights on which you can take action to improve the customer experience." The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level. Another reason I'm neutral is the customer feedback loop.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Confirmit

MAY 29, 2018

Close the loop with individual or group of customers to respond to their feedback. Take action, at a tactical and strategic level, in order to use the Voice of the Customer to make improvements. Design tailored reporting to provide actionable insight at every level of the business, from customer service managers to the CEO.

Voice of the Customer 40

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

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Close the Loop CX B2C 26