PeopleMetrics

JUNE 4, 2019

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. In B2C, business is mainly transactional.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JULY 17, 2018

This feedback is especially important in business-to-consumer (B2C) industries, such as hotels and restaurants. These surveys will also help you ask the right questions for the touchpoints that really matter to your customers and are usually well worth the investment! Sean holds a Ph.D.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

OCTOBER 29, 2019

A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. Everything else—the touchpoints, the dashboards, the training, the follow-up process—depends on the health of the survey. Could you please tell us, in your own words, about your check-in experience?”

VOC 61

VOC Double-Barreled Question CEM B2C 61

Lumoa

OCTOBER 31, 2018

Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. Also, companies really need to transform their structures to reflect customer centricity. This includes breaking down silos, which is still an issue.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64