PeopleMetrics

JUNE 4, 2019

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. Who are your customers?

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 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.

VOC 70

VOC CEM Close the Loop Business Administration 70

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

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Following up on recover alerts is the heart of your VoC program. For B2B companies, every recover alert should include a follow-up — no exceptions! This is where it becomes important to select the right VoC partner for your situation. Why follow up?

Close the Loop 78

Close the Loop VOC CEM NPS 78