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. While VoC looks different in B2B than in B2C, the idea of using it to retain customers and reduce churn is still central to both. VoC In Both Worlds.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. That 20% consist of high-impact customers. Fire away those ad hoc surveys!

CX 90

CX B2B Artificial Intelligence Text Analytics 90

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 helps you identify and understand your customer base. Sounds too good to be true? Well, it’s not.

Text Analytics 52

Text Analytics NPS Outlook CX 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

PeopleMetrics

APRIL 15, 2015

Why You Should Ask This Question: If you have survey design and Voice of Customer (VOC) expertise in house, this factor may seem unimportant to the overall success of your customer experience improvement program. A deep understanding of customer measurement (e.g., And, well, you’d be mistaken.

Voice of the Customer 82

Voice of the Customer Net Promoter Score Text Analytics VOC 82

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. By the way, did you know that Lumoa’s analytics is powered by AI? 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

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. By the way, did you know that Lumoa’s analytics is powered by AI? So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114