Confirmit

JULY 26, 2018

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. What are the Five 5 Steps to a Voice of the Customer Successful Program? Streamline processes.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

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

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? The best CEM programs unify your entire enterprise around CX and the VoC.

CEM 122

CEM Customer Experience VOC Scorecard 122

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

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