PeopleMetrics

APRIL 15, 2015

Over the years, we''ve talked to many companies looking to outsource their Voice of the Customer software. So, if you need to find a new Voice of the Customer solution, this post is for you. A Note to B2B Providers: Text analytics software works best with large volumes of data. positive, neutral, and negative).

Voice of the Customer 82

Voice of the Customer Net Promoter Score Text Analytics VOC 82

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. Confirmit helps businesses realize Voice of the Customer and Customer Experience ROI through a combination of technology and services that help you achieve your business goals.

Voice of the Customer 40

Voice of the Customer B2B VOC Touchpoint 40

PeopleMetrics

JUNE 4, 2019

Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

VOC 122

VOC B2C B2B CEM 122

Heart of the Customer

FEBRUARY 7, 2019

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

B2B 84

B2B Manufacturing Healthcare Retail 84

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. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers.

VOC 97

VOC Voice of the Customer B2B CX 97

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Are you accelerating repurchases through your customer experience touch-points with industrial customers? Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint B2B Customer Experience Customer Journey Map 59

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. The post How to Recruit and Interview B2B Customers for your Customer Journey Mapping Project appeared first on Heart of the Customer.

Customer Journey Map 76

Customer Journey Map B2B Voice of the Customer Customer Relationship 76

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Get started for free today.

B2B 62

B2B VOC Customer Feedback Voice of the Customer 62

PeopleMetrics

AUGUST 27, 2015

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine. Focus on learning about your customers and gaining traction, and then branch out.

B2B 111

B2B Customer Experience Start-ups Sales 111

Confirmit

APRIL 5, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. How to manage the complexities common to B2B vendor-client relationships. Tactical and strategic approaches to using the Voice of the Customer to drive positive change. Voice of the Customer Case Studies.

B2B 40

B2B Hospitality Hospitality Voice of the Customer 40

Confirmit

JANUARY 9, 2018

B2B Organizations need a better way to collect, analyze, and react to customer, market, and employee feedback. We help B2B organizations listen to customers, markets, and employees. So, you can make smarter decisions and execute faster reactions to the changing needs of employees, customers, and markets.

B2B 40

B2B Voice of the Customer Business Growth 40

Confirmit

JANUARY 9, 2018

B2B Organizations need a better way to collect, analyze, and react to customer, market, and employee feedback. We help B2B organizations listen to customers, markets, and employees. So, you can make smarter decisions and execute faster reactions to the changing needs of employees, customers, and markets.

B2B 40

B2B Voice of the Customer Business Growth 40

Confirmit

APRIL 19, 2017

In the business-to-business world, the concept of Voice of the Customer is gaining momentum. 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. Voice of the Customer Webinars.

B2B 55

B2B VOC CX Voice of the Customer 55

Heart of the Customer

OCTOBER 18, 2018

The post A Successful B2C Engagement Tactic Applied to B2B appeared first on Heart of the Customer. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […].

B2C 60

B2C B2B Voice of the Customer Customer Relationship 60

Heart of the Customer

MARCH 5, 2019

One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. The post Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs appeared first on Heart of the Customer. Heart of […].

NPS 68

NPS B2B CX Net Promoter Score 68

Confirmit

DECEMBER 17, 2018

Global, full-service Market Research firm B2B International has grown in size every year since its inception in 1998. Its success lies in its decision to specialise in the business-to-business market and its proven ability to conduct strategic yet practical B2B research that delivers genuine results and actions for its clients.

B2B 40

B2B Artificial Intelligence Innovation AI 40

Heart of the Customer

SEPTEMBER 30, 2022

In my new book, Do B2B Better, which comes out next Tuesday, on CX Day, I provide deep dives into numerous real-world customer experience programs and lots of practical tips. […]. The post Do B2B Better Excerpt #4: XYZ Software appeared first on Heart of the Customer.

B2B 29

B2B CX Voice of the Customer Customer Experience 29

Confirmit

MAY 10, 2018

The challenge, however, is that risks related to areas such as customer churn, service reductions, and difficulties with new customer acquisition can often stand in the way of your ability to grow. Voice of the Customer. Download the factsheet to learn more.

B2B 40

B2B Customer Acquisition Voice of the Customer 40

Heart of the Customer

SEPTEMBER 22, 2022

In my new book, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience programs and lots […]. The post Do B2B Better Excerpt #2: Nancy Flowers appeared first on Heart of the Customer.

B2B 29

B2B CX Voice of the Customer Customer Experience 29

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. Voice of the Customer Factsheets. The team works with you to identify your unique business needs, then uses the appropriate Accelerators to get you up and running fast.

B2B 40

B2B VOC Text Analytics Government 40

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

Customer Journey Map 87

Customer Journey Map Voice of the Customer B2B 87

Confirmit

JULY 15, 2018

The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. Understand customer expectations? and Phil Durand, Director, Customer Experience Management at Confirmit discuss how B2B organizations can plot the right course ahead.

B2B 40

B2B Customer Experience Voice of the Customer Customer Experience Management 40

Confirmit

JULY 15, 2018

The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. Understand customer expectations? and Phil Durand, Director, Customer Experience Management at Confirmit discuss how B2B organizations can plot the right course ahead.

B2B 40

B2B Customer Experience Voice of the Customer Customer Experience Management 40

Confirmit

MARCH 1, 2018

W5 is Ireland’s first ‘full-service’ Customer Experience (CX) consultancy, focused on enabling customers to develop excellent customer experiences that distinguish their brand and grow their business. Voice of the Customer Market Research Case Studies.

B2B 40

B2B VOC Voice of the Customer Touchpoint 40

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews. Aim to be anticipatory.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Confirmit

SEPTEMBER 19, 2018

An experience is taking place between your brand and your customers, whether you intend it or not. A survey by B2B Marketing in June 2018 exposed the lack of understanding and focus on Customer Experience that exists in many B2B organizations, with most reporting it as siloed, or even non-existent.

B2B 40

B2B Customer Experience Finance CX 40

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. Voice of the Customer Company. 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

Confirmit

APRIL 5, 2017

Established in 1998, B2B International is the world’s leading B2B Market Research specialist. This case study demonstrates how B2B International has worked with Wolseley UK to seek the views of over 15,000 customers about the service and support provided by every Plumb, Parts and Drain Center branch or training facility.

B2B 40

B2B Touchpoint Voice of the Customer Customer Experience 40

ClearAction

JUNE 18, 2016

Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. 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.

Customer Experience Management 54

Customer Experience Management VOC B2B Customer Experience 54

Confirmit

MAY 15, 2018

A couple of weeks ago, we held our first B2B Summit in London. We had a great line-up of speakers – in honesty more than we’d planned for, but we certainly weren’t going to turn away great voices telling engaging stories about their experiences. Not just in a B2B environment, but anywhere! In every sense.

B2B 40

B2B B2C Start-ups CX 40

Intercom, Inc.

MAY 22, 2019

Here are five quick takeaways: To be truly customer centric , companies need to break down organizational silos, understand how to collect feedback at the right time in the right place and invest in cultural transformation. What’s keeping companies from prioritizing customer experience? All I’m thinking is: “You know me.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

C3Centricity

JULY 27, 2021

I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. During this time, I have seen some great successes and some tragic failures in trying to make customers Raving Fans.

B2C 71

B2C Customer Acquisition B2B Customer Satisfaction 71

Heart of the Customer

SEPTEMBER 6, 2018

The post “Now, why exactly do you need to talk to customers?” ” appeared first on Heart of the Customer.

Customer Journey Map 60

Customer Journey Map Voice of the Customer B2B 60

ClearAction

NOVEMBER 3, 2017

This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. She had a hunger for voice-of-the customer (VoC) data and drove cross-functional improvements. The post Is Operations Involved in Customer Experience?

Customer Experience 119

Customer Experience VOC Net Promoter Score B2B 119

Zendesk

OCTOBER 20, 2023

A customer satisfaction (CSAT) survey is automatically sent to the customer to collect feedback about the interaction. Establish customer feedback methods to amplify the Voice of the Customer That leads to the next step: collecting feedback to amplify the Voice of the Customer.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

ClearAction

NOVEMBER 26, 2017

But the shiny object syndrome, following the crowd, impatience, greed, self-centered thinking, and lack of due diligence in business case development have too often obscured the wisest business-to-business customer experience strategy (B2B CX) decisions. Customer Experience Strategy. What Stakeholders Need. We decide and buy.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research.

B2B 89

B2B Customer Experience Voice of the Customer Customer Journey Map 89