Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). That 20% consist of high-impact customers. Yes, 80/20 still applies to them, but the total number of customers are so small, it’s worth focusing on every one of them. Fire away those ad hoc surveys!

CX 90

CX B2B Artificial Intelligence Text Analytics 90

PeopleMetrics

MARCH 25, 2022

creating a customer advisory board to collect customer insights. CABs are particularly beneficial for companies that rely heavily on segments of high-impact customers , like: B2B companies that produce enterprise-level software or provide specialized professional services. Luxury B2C brands and service providers.

B2B 118

B2B Customer Feedback Start-ups B2C 118

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. simplifying the incorporation of feedback into existing workflows.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

PeopleMetrics

FEBRUARY 25, 2022

This complete introduction to CX will review everything you need to hit the ground running: Customer Experience FAQ. Benefits of Customer Experience. CX Management and High-Impact Customers. The Customer Experience Management Process. How to Improve Your Customer Experience.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Experience Investigators

JUNE 13, 2023

Where this vital function should sit in their organizational structures is the lingering question of customer experience management. However, embedding a customer-centric culture can be challenging when CX is isolated from other departments. Yet they see the need to lead around customer experience in their organizations.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Lumoa

FEBRUARY 15, 2021

Below, we are going to cover some of the more common integrations our customers at Lumoa use to provide an example of how they work. Send customer feedback to Lumoa You can easily send the feedback that you collect to Lumoa. For example, Lumoa has very clear open APIs and you can easily integrate into any modern platform.

Customer Experience 94

Customer Experience CRM Finance Close the Loop 94

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. If you're a B2B company, you may think about the first interaction prospects have with your sales team. Touchpoints vary. Photo by Damian Gadal on Flickr).

Touchpoint 86

Touchpoint CEM Business Administration NPS 86

SurveySensum

JANUARY 18, 2024

I recently had an awful experience! I recently bought a new smartphone and received a customer satisfaction survey. Being in the industry for the past 10+ years I understand the value of gathering customer feedback , so I clicked on “start survey” and set out to give my honest opinion. ” Seriously?

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

PeopleMetrics

APRIL 15, 2015

But if they’ve never worked in the customer satisfaction space, you may buying appearance over substance. How long does it typically take to get your clients from contract to the first customer feedback invitation? How long should a transactional customer feedback survey be? positive, neutral, and negative).

Voice of the Customer 82

Voice of the Customer Net Promoter Score Text Analytics VOC 82

ECXO

MAY 11, 2023

The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. If you choose to develop one in-house, seek input from various stakeholders, including employees, customers, and partners, to ensure that the model is comprehensive and accurate.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

SurveySensum

MARCH 15, 2024

Well, how about I tell you that the whole process of market research can be automated and made simple, saving you a ton of time and energy, and can also help you in customer experience management ? It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. Sounds too good to be true?

Text Analytics 52

Text Analytics NPS Outlook CX 52

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

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. By doing so, you can nurture lasting relationships and drive customer loyalty.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. And you can’t stop there. How to get started?

NPS 96

NPS Net Promoter Score B2B CRM 96

ClearAction

AUGUST 16, 2016

There’s really no way to separate customers, as our ultimate funders, from any other business strategy. This acknowledgement may shine a new light on what we really should be doing in customer experience management (CXM). 3 Types of Customer Experience Action Essential to ROI.

CXM 67

CXM Customer Experience VOC Sports 67

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MAY 11, 2020

It’s important to note that other employees beyond those who work specifically in customer service play a part in providing customers with a good experience. For example, members of the sales team need to take customer feedback into account when refining their sales approaches.

Voice of the Customer 83

Voice of the Customer VOC Net Promoter Score Start-ups 83

Lumoa

JANUARY 23, 2018

Text analytics helps in understanding the feedback. What is text analytics, or text mining, and why is it so relevant in the context of customer feedback analytics? Text analytics includes a set of techniques that structure information arriving in text format— in this case, free text customer feedback. Learn More.

Text Analytics 121

Text Analytics Sentiment Analysis NPS Net Promoter Score 121

ClearAction

APRIL 18, 2020

Customers’ share of budget reductions and churn require costly incentives , loyalty programs, and customer success investments to maintain market share. Accordingly, mature customer experience management can reduce business risk. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Zendesk

FEBRUARY 12, 2024

The CX Leader Podcast with Steve Walker – A Resource for Customer Experience Leaders Listen here Best for: Leadership in customer experience The CX Leader Podcast with Steve Walker focuses on leadership skills that are essential for excelling in customer experience management.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

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

Qualtrics

JULY 18, 2019

In closing the loop, you let the customer know they’ve been heard. You communicate the action you’ve taken based on their feedback, or the resolution you’re planning. Perhaps you share customer feedback internally now among your colleagues and managers. But closing the loop with customers is different.

Close the Loop 49

Close the Loop Government Customer Feedback Construction 49

ClearAction

JULY 3, 2017

We’re getting tighter and tighter aligned with those functions because of our insights and recommendations based on end-to-end customer feedback.”. This article is part of a series in the Optimizing Business-to-Business Customer Experience monthly column on CustomerThink. Photo purchased under license from Shutterstock.

Customer Experience 66

Customer Experience Net Promoter Score Government Manufacturing 66

Lumoa

JUNE 30, 2022

If your product is business-critical for some of your customers, maybe great incident detection and response is how the CX team contributes the most. If you run a B2B subscription model, maybe relationship-building and customer success are what you should focus on.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

CX Journey

MARCH 13, 2019

The real challenge comes in when rationalising outlay to improve the brand’s customer experience based solely on predictions of increased future revenue. Chanice Henry graduated with a BA in Journalism, before diving into the world of B2B editorial focused on property finance. The model ".uses

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Voice of the Customer Customer Feedback 83

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

TeamSupport

JANUARY 30, 2023

This can help you to identify areas where customers are transferred from agent to agent or time where they’re having to repeat themselves. Make improvements once you gather this customer feedback and use it for your advantage.

Customer Experience 52

Customer Experience CRM Social Media AI 52

PeopleMetrics

APRIL 24, 2015

We believe there’s value in improving every step of the customer journey. In “ Start Your Winning Streak ,” our newly published independent research study, we focused on the B2B buyer’s journey—before a prospect becomes a paying customer. And we found (among many other things) that sales reps can affect the customer experience.

Net Promoter Score 110

Net Promoter Score Customer Experience Sales B2B 110

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.

VOC 54

VOC B2B Customer Experience Close the Loop 54

CX Journey

MARCH 13, 2019

The real challenge comes in when rationalising outlay to improve the brand’s customer experience based solely on predictions of increased future revenue. Chanice Henry graduated with a BA in Journalism, before diving into the world of B2B editorial focused on property finance. The model ".uses

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. Beyond that, consider the silos of various components of customer experience management (CXM).

Voice of the Customer 54

Voice of the Customer B2B CXM VOC 54

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. Long-term actions are based on the analytics results of the customer feedback. ACT ON CUSTOMER FEEDBACK!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Lumoa

MAY 21, 2018

Organizational roles in customer experience management. Marketing Marketing, which often substitutes or fulfils the role of Customer Experience management, must tailor the customer communications to align with customer segments. Marketing is about creating brand experience.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130