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. It’s tempting to start with VoC.

VOC 54

VOC B2B Customer Experience Close the Loop 54

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. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

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

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. VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

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.

Close the Loop 19

Close the Loop B2C VOC B2B 19

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

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

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! 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

What is Voice of the Customer (VoC)? Close the loop with individual or group of customers to respond to their feedback. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

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