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. Clients in the B2B space, however, almost always have a high CLV.

VOC 122

VOC B2C B2B CEM 122

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. Start with the facts.

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

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Waypoint Group

MAY 18, 2016

Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. In the B2B world no one is an island, we are so rarely just dealing with one person, in fact often there is an entire buying group making the decisions. The 6 Key Mistakes Companies Make with their Customers.

Customer Experience 40

Customer Experience B2B Start-ups Sales 40