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. For B2B , we see response rates as high as 50%. A good transactional VoC survey can be completed in a short amount of time. Today, I am going to focus on a very important topic – survey health. Watch the clock.

VOC 61

VOC Double-Barreled Question CEM B2C 61

ClearAction

MAY 18, 2017

5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? That’s the purpose of VoC. and continuing VoC education (certifications, conferences, etc.). and continuing VoC education (certifications, conferences, etc.).

VOC 54

VOC Voice of the Customer Social Media Customer Feedback 54

Confirmit

APRIL 19, 2017

But despite good intentions, and the opportunity for increased revenue from both new and existing customers, building a successful VoC program in a B2B organization can be a challenge. In the business-to-business world, the concept of Voice of the Customer is gaining momentum. By listening to customers and walking in their shoes.

B2B 55

B2B VOC CX Voice of the Customer 55

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. But if you’ve ever worked within a B2B company, you […]. The post 3 Tips To Manage the Lost Voice of the Last Customer appeared first on Heart of the Customer.

VOC 97

VOC Voice of the Customer B2B CX 97

ClearAction

NOVEMBER 3, 2017

She had a hunger for voice-of-the customer (VoC) data and drove cross-functional improvements. The next VoC cycles showed significant up-tick, demonstrating to the executive leadership team what could be accomplished with holistic action plans. Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey? Let’s start by understanding a typical B2B SaaS customer journey with an example.

B2B 52

B2B Net Promoter Score NPS Touchpoint 52

Confirmit

DECEMBER 4, 2018

There are three key building blocks forming our approach to enabling B2B organizations to get their Confirmit CX program up and running quickly. Our program building blocks are: Horizons : Technology platform that underpins our VoC solutions. More specifically, we provide support in the following areas: VoC Program Design.

B2B 40

B2B VOC Text Analytics Government 40

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. The post Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback first appeared on Waypoint Group.

B2B 52

B2B Net Promoter Score NPS Government 52

Waypoint Group

SEPTEMBER 8, 2022

B2B vendor/providers and customer/accounts working together is much like a marriage. The post Silence Is Deadly: Methods To Get Your B2B Stakeholder Customers To Provide Feedback first appeared on Waypoint Group.

B2B 52

B2B Net Promoter Score NPS Government 52

SurveySensum

NOVEMBER 9, 2021

How to achieve an 80% survey response rate for your B2B SaaS? The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. As a B2B company, you need to aim for high survey response rates. What is a survey response rate? Segmentation.

B2B 52

B2B Start-ups Net Promoter Score VOC 52

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time.

B2B 40

B2B Net Promoter Score VOC NPS 40

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B VOC CX Customer Feedback 40

Lumoa

MAY 11, 2020

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. The goal of VoC is to give business owners and workers a detailed understanding of what customers need and want.

Voice of the Customer 83

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

Confirmit

MARCH 1, 2018

In 2014, eir Large Business partnered with W5 to develop a Voice of the Customer (VoC) program that has enabled eir Business to research, create and promote a strong customer-centric strategy for the organization. The program has delivered true business benefits to eir Large Business.

B2B 40

B2B VOC Voice of the Customer Touchpoint 40

SurveySensum

JULY 28, 2020

The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . The valuable feedback gets you an accurate predictor of retention and offers you with trustworthy insights that can help you in adopting the VOC program across your organization. .

B2B 75

B2B Start-ups Net Promoter Score VOC 75

Lumoa

JUNE 30, 2022

If you run a B2B subscription model, maybe relationship-building and customer success are what you should focus on. Voice of the Customer (or VoC) is a methodology used to understand how your customers feel about and experience your business. Representing the voice of the customer.

Customer Experience 110

Customer Experience VOC CX Voice of the Customer 110

Waypoint Group

JUNE 2, 2020

What is B2B “Customer Engagement” and why does it matter? Here’s 5 minutes from his take on B2B Customer Engagement, why it’s critical (especially in “these” crazy times), and a little bit on “how” — what do you think about the importance of this type of program/KPI?

B2B 52

B2B VOC NPS 52

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. And my first book, Listen or Die , has numerous B2B examples and a chapter devoted to the differences between B2B and B2C CX.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. Here we answer 3 of the most popular CX for B2B questions. How do we use VOC data, account management intelligence, and understanding risk?

B2B 26

B2B CX NPS Hospitality 26

Confirmit

JULY 26, 2018

Senior-level Support is Vital to the Success of a VoC Program. You will know who the movers and shakers are, and to engage these individuals it is critical to understand the key business issues they need to address and then demonstrate the role your VoC program can have in helping them to do so. Improve cross-sell and up-sell.

Voice of the Customer 70

Voice of the Customer VOC CEM B2C 70

ClearAction

JUNE 18, 2016

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts. Obstacles to Identifying Influencers of B2B Purchases. And that’s why numerous influencers get their say in buying and re-buying.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

Waypoint Group

MAY 17, 2018

I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. NPS can be quite controversial.

NPS 40

NPS Net Promoter Score B2B Touchpoint 40

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. appeared first on Waypoint Group.

B2C 40

B2C B2B Customer Feedback VOC 40

Waypoint Group

JANUARY 2, 2018

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” ” Since we know that response rates can be a potent indicator of renewal and expansion, improving from the “typical” ~15% in B2B environments often leads to accelerated rates of corporate growth.

NPS 40

NPS B2B Customer Survey VOC 40

Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Keep things up-to-date.

Contact Center 140

Contact Center VOC Social Media AI 140

Waypoint Group

JULY 28, 2016

As the leader of a B2B company, you want to see your growth indicators going off the charts. The post 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group. You’re always looking for a way to do more, better, with less. The question is, “How?”

B2B 40

B2B VOC 40

Waypoint Group

OCTOBER 19, 2017

Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) The post The Secret to Easy B2B Retention & Expansion = Relationships.

B2B 40

B2B VOC 40

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. For the full list of winners, see our press release.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. Although these accounts have been using the products, they’ve been otherwise silent. When we don’t feel heard, it’s us vs. them.”.

NPS 40

NPS B2B Customer Feedback VOC 40

C3Centricity

JUNE 2, 2021

Pricing #B2B #B2C Click To Tweet. Pricing #B2B #B2C Click To Tweet. Consumer products often have price points, but B2B usually has price bands. Pricing #B2B #B2C Click To Tweet. For B2B it is used generally to try to increase purchases over time. Price #Pricing #CEX #B2B #Savings Click To Tweet.

Manufacturing 78

Manufacturing B2B B2C Start-ups 78

Waypoint Group

AUGUST 9, 2017

The post B2B Customer Feedback: Are You Making This Mistake? appeared first on Waypoint Group.

B2B 45

B2B Customer Feedback Customer Satisfaction VOC 45

ClearAction

JUNE 29, 2023

is squandered by narrow focus in inside-out journey mapping, micro moments in marketing, impure data in VoC, and failure to use customer insights to guide wiser cost containment, growth, and work groups’ performance standards. To-date, CX ROI (as well as corporate financial performance!)

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

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

ClearAction

MAY 24, 2016

B2B Customer Loyalty. B2B buying decisions are often complicated. B2B customers are leery of granting “sole supplier” status. Getting preferred supplier status is a huge coup for a B2B supplier. B2B Decision Influencers. B2B Customer Experience Influencers. And rightly so. High Stakes Winners.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

Confirmit

JUNE 4, 2018

You work hard to glean meaningful insights from the feedback you collect from your company’s Voice of the Customer (VoC) program. B2B organizations are always eager to know what other B2B companies are doing in the CX space. They often look to Confirmit for answers, based upon our deep experience in B2B.

Voice of the Customer 40

Voice of the Customer B2B VOC Touchpoint 40

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. A VoC program collects, studies, and analyzes this information to help guide strategic decisions. How you approach CX and VoC will vary depending on your business context. CX metrics and KPIs.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71