PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? In the B2C world, CLV is used to prioritize follow-ups.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

VOC 210

VOC CEM CX Customer Feedback 210

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. A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. A good transactional VoC survey can be completed in a short amount of time.

VOC 61

VOC Double-Barreled Question CEM B2C 61

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

Lumoa

FEBRUARY 9, 2023

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

PeopleMetrics

JULY 24, 2019

Yes, you should tie compensation to your Voice of Customer (VoC) program ( it’s the best way to get your people to actually use it! ). There are many creative ways to tie VoC to compensation, but one of the most common ways is do it through a bonus program. Looking for ways to tie compensation to VoC? Monetary bonus programs.

VOC 61

VOC CEM NPS Business Administration 61

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114