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 61

VOC Double-Barreled Question CEM B2C 61

SugarCRM

OCTOBER 27, 2022

He also regularly writes for Forbes and is the mind behind top Customer Experience (CX) books “Punk CX” and “How to Wow.” Adrian touched on two main areas in his keynote: why improving CX is urgent and top priorities leaders can take on to create a customer-centric environment.

B2B 26

B2B E-commerce CRM CX 26

Zendesk

MAY 11, 2022

From our CX Trends 2022 research, we learned that more than 70 percent of customers expect conversational experiences when engaging with a company, but also that businesses are trailing expectations, with less than 40 percent reporting they can allow a customer to reach out and respond whenever and wherever is convenient.

CRM 98

CRM B2C Compliance B2B 98

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Some VoC software providers charge companies on a per-user basis, which can indirectly influence companies to limit the number of people who can access case management. Why follow up?

Close the Loop 78

Close the Loop VOC CEM NPS 78