PeopleMetrics

JUNE 4, 2019

Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Touchpoints will vary depending on the type of business you're in. It can't be any longer than that when you're asking for customer feedback.

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

PeopleMetrics

OCTOBER 29, 2019

For B2B , we see response rates as high as 50%. If providing feedback takes longer than the actual customer experience, you have a major problem! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Watch the clock. Contact PeopleMetrics: About the Author.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. Here’s one way you can go about building an ROI case with internal data: Determine the customer lifetime value (CLV) for each of your average clients, or the average revenue you can expect from the client—say, on average, $100,000 per client.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions!

Close the Loop 78

Close the Loop VOC CEM NPS 78