B2C, Business Administration, Case Management and Customer Experience Management

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

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. A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. So what is a healthy survey? Watch the clock.

VOC

VOC Double-Barreled Question CEM B2C

Recover Alert Management - Centralized vs. Decentralized Approaches

PeopleMetrics

MAY 4, 2020

Both to save that individual customer and make systemic changes that will result in better experiences for all customers ( and fewer recover alerts). For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Close the Loop

Close the Loop VOC CEM NPS

Tech Customer Success

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Recover Alert Management - Centralized vs. Decentralized Approaches

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