Waypoint Group

DECEMBER 15, 2015

Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. The post Does Your B2B Feedback Program Save 46 Accounts in 3 Months? appeared first on Waypoint Group.

B2B 40

B2B Close the Loop Innovation Customer Feedback 40

Waypoint Group

MAY 28, 2015

Unfortunately for B2B companies, getting a boost in sales doesn’t come from a Tonight Show debut or a Colbert Bump, like it would for artists or public figures. If you’re a B2B marketer, you may attempt to make a viral video, or better yet, use a strategic account based approach to engage with prospects. Here’s the thing.

B2B 56

B2B Close the Loop NPS Customer Feedback 56

Qualtrics

JULY 18, 2019

But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? Closing the loop with customers is about getting back to the customer after they’ve given you some feedback. In closing the loop, you let the customer know they’ve been heard.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. Only 32 percent of those surveyed say they have the resources, skills, and tools they need to provide the experiences B2B customers require.

B2B 40

B2B Customer Experience B2C Close the Loop 40

SurveySensum

AUGUST 31, 2023

But, make sure to create B2B SaaS onboarding surveys that actually yield results. To truly succeed, you need an efficient customer feedback platform like SurveySensum to create the surveys and close the loop effectively. This helps improve the user experience and assures that they made the right choice in choosing you.

Customer Satisfaction 52

Customer Satisfaction Close the Loop NPS Customer Retention 52

SugarCRM

DECEMBER 2, 2021

B2B sales leads usually cost an organization between $50 to $500, depending on your industry and business model. B2B prospects usually research products and services over some time. Close the Loop to Calculate the ROI of Marketing Campaign Expenses by Linking Leads to Opportunities .

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? This is what closing the loop is all about. . And the process differs in B2B and B2C. In B2B cases, you just have a few responses. It is easier to check comments, validate data, take immediate action and close the feedback loop instantly with each customer.

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

Confirmit

APRIL 16, 2018

For top-performing B2B organizations, meeting and exceeding customer expectations is a priority. Let’s be honest: B2B customer relationships can be fragile. In either system, you can visualize your data, trigger actions to close the loop on feedback, and/or manage your feedback invitation processes.

CRM 40

CRM Customer Experience Close the Loop VOC 40

Lumoa

FEBRUARY 15, 2021

The leading B2B technology company Outotec uses Microsoft Dynamic to collect customer feedback and use Lumoa to find customer insights from the responses. In practice, you will just need to set-up a trigger or an automated workflow in your CRM and insert the survey link in your email. You can even transfer background variables.

Customer Experience 94

Customer Experience CRM Finance Close the Loop 94

Waypoint Group

JULY 24, 2015

As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to interpret the data. To help B2B teams do this better, we put together the 6 Action Items for Net Promoter (NPS®) Follow-Up.

Net Promoter Score 40

Net Promoter Score Close the Loop NPS B2B 40

InteractionMetrics

OCTOBER 16, 2023

Whether you’re in B2B or retail, the six principles apply. This is a retail example, but if you are in B2B, switch out a $100 sweater for a key product on which your company stakes its claim to fame.) Ideally, every customer who took your survey should get a follow-up to close the loop, even those who had a great experience.

Customer Experience 52

Customer Experience Net Promoter Score Retail CX 52

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. A more precise approach to quantifying the ROI impact of closing the loop with those fifty customers is to do a follow-up survey that we call a Full Circle Survey at PeopleMetrics.

VOC 70

VOC CEM Close the Loop Business Administration 70

Confirmit

JULY 13, 2017

I continued to work in B2B software solutions there, specializing in CRM. We often speak of “closing the loop” in the Customer Experience environment. Though they were still focused, as today, on anticipating market needs and trends in order to best prepare brands to stay ahead of their competition.

Close the Loop 40

Close the Loop Social Media Voice of the Employee B2B 40

ClearAction

MARCH 24, 2017

See the Applied Materials example: Strategic Action on B2B VoC ). See the tw telecom example: Is Operations Involved in B2B Customer Experience? ). It’s a logical series of effort that generates change that everyone appreciates: customers, employees, and investors. That is mutual value creation. ” .

VOC 48

VOC Close the Loop CXM Voice of the Customer 48

Waypoint Group

DECEMBER 3, 2015

B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work.

Gaming 40

Gaming B2B CX B2C 40

SurveySensum

JANUARY 18, 2024

Closing the loop is the biggest gap in feedback practices today. These practices should be avoided and replaced with the best survey practices. Ben Motteram @CXpert : Not being told what was DONE with my #feedback. I’ve just spent 15 minutes filling out your damn survey.

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

SurveySensum

DECEMBER 22, 2023

Monitor the effectiveness of closing the feedback loop process, ensuring they lead to actual improvements and are not merely closed without action. Involve higher-level management and executives in closing the loop process. Get started to close the feedback loop in real-time!

NPS 52

NPS Gaming Education Customer Satisfaction 52

SurveySensum

SEPTEMBER 1, 2023

Allows You to Offer Better Services Closing the loop by leveraging actionable data obtained through surveys enables you to enhance the quality of your services significantly. If you opt for a top B2B SEO agency , you can ensure that your brand has marketing tailored to your targeted audience. It gives them choice and freedom.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. Top 11 B2B Customer Retention Strategies Here are the 11 best practices you can use to boost customer retention in your business. You should also consider the immense benefits of incorporating a loyalty program into your B2B strategy.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

ClearAction

APRIL 18, 2020

Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey. Customer experience management , as it should be managed, is alignment of the company to customers.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

PeopleMetrics

FEBRUARY 25, 2022

For example, B2B and B2C voice of customer programs have several critical differences to understand as you start collecting data. They should then take immediate action to close the loop by correcting the issue or reaching out to the customer for more information. CX metrics and KPIs.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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

SurveySensum

SEPTEMBER 7, 2023

B2B B2B SaaS Survey frequency: Semi-annually or annually. When to send: Send Relationship NPS surveys for your B2B SaaS products before subscription expiration or contract renewals. B2B Manufacturing Survey frequency: Quarterly or semi-annually. B2B Fintech Survey Frequency: Annually or after significant updates.

NPS 52

NPS Net Promoter Score Close the Loop B2B 52

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. Stacy’s contact information appears below her post.

Close the Loop 19

Close the Loop B2C VOC B2B 19

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. We need to think bigger, and more strategically.

VOC 54

VOC B2B Customer Experience Close the Loop 54

Qualtrics

NOVEMBER 6, 2019

For example, you start to learn whether you need to improve the questions that you’re asking , to follow up with those customers, or introduce things like case management to close the loop with customers. “If I do think there’s something in there that we should know or take a deeper look at.”.

CX 33

CX Close the Loop Start-ups Touchpoint 33

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

VOC 62

VOC B2B Close the Loop Non-Profits 62

SurveySensum

NOVEMBER 6, 2023

The Benefits of Turning NPS Feedback into Action The Right NPS Methodology Step 1: Collect NPS Feedback Regularly Step 2: Analyze your NPS Feedback Step 3: Close the Loop With your Customers Step 4: Take Action on your NPS Feedback Step 5: Communicate the Action Taken to Your Customers Conclusion What is NPS? But Why is NPS Important?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. CX in B2B is a different ball game than B2C.

B2B 29

B2B CX B2C Close the Loop 29

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

SurveySensum

FEBRUARY 3, 2022

It’s easy to distribute after the transaction is complete and href=”[link] target=”_blank” rel=”noopener”>close the loop when they respond.”. Closing the loop is highly critical to boosting your survey response rate, be it for B2C surveys or B2B surveys. So, what can you do?

B2C 72

B2C Close the Loop CX NPS 72

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 64

Net Promoter Score Customer Experience B2C CEM 64

Waypoint Group

AUGUST 1, 2018

Attitudinal (heartfelt) loyalty, which must be the mainstay of B2B companies because. The “customer” for most B2B providers is really a Buying Committee — a collection of people with differing roles/persona (decision makers, budget holders, business influencers, architects/designers, program and project managers, end users, etc.).

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Lumoa

APRIL 24, 2018

NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. The Net Promoter System provides the opportunity for you to act by closing the loop on both a tactical and strategic level. blog linkedin twitter Why?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

SurveySensum

FEBRUARY 11, 2022

Closing the loop. Since closing the loop is very important, their team helps you with how to analyze the gathered feedback, understand the customer issues from the core, communicate with the customer that you are working on their feedback to resolve their complaints, and actually fix the problem with the relevant teams.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

PeopleMetrics

MAY 4, 2020

For B2B companies, every recover alert should include a follow-up — no exceptions! In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts. But they are always involved in the process and are ultimately responsible for closing out all recover alerts.

Close the Loop 78

Close the Loop VOC CEM NPS 78

Confirmit

MAY 29, 2018

This gives you the ability to build a strategy to approach these 3 groups, for example closing the loop with your Detractors, or leveraging positive word of mouth with your promoters. Take tactical actions to close the loop with individual customers (or a selected group of them). Case study: Siemens Corporation using NPS.

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40