B2B Customer Experience Management Customer Feedback VOC 
PeopleMetrics
JUNE 4, 2019
Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. But when that negative feedback comes from frequent fliers—passengers with the highest CLV—follow-up is necessary and critical. VoC In Both Worlds. VOLUME: Small.
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.
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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. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. For B2B , we see response rates as high as 50%. Watch the clock.
Lumoa
MAY 11, 2020
The term “ voice of the customer ” was first coined back in 1993 in an MIT Marketing Science paper written by Abbie Griffin and John R. The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services.
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.
PeopleMetrics
JANUARY 24, 2022
All customers being treated the same – in CX programs, customers are often treated equally despite clear evidence that some customers contribute more and their expectations are different. This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%).
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. Representing the voice of the customer.
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