Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on Why did you give that score?

NPS 135

NPS CX Net Promoter Score Close the Loop 135

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). In this model, a centralized team is composed of a handful of members who are responsible for closing the loop on all recover alerts. Does Closing the Loop Pay?

Close the Loop 78

Close the Loop VOC CEM NPS 78

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? This is what closing the loop is all about. . And the process differs in B2B and B2C. It is easier to check comments, validate data, take immediate action and close the feedback loop instantly with each customer. In the case of B2C, you can.

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

Lumoa

MARCH 20, 2018

Learn More about the role of AI in CX. 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. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Qualtrics

AUGUST 22, 2019

How do I deliver a great business-to-business (B2B) customer experience (CX)? By 2020, Accenture Interactive predicts digital CX will be the main differentiator for B2B companies. Yet despite the sector’s growing focus on CX, a paradox has emerged. CX in B2B is a different ball game than B2C. And with good reason.

B2B 29

B2B CX B2C Close the Loop 29

Waypoint Group

DECEMBER 3, 2015

This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. Closing the loop is a must.

Gaming 40

Gaming B2B CX B2C 40

SugarCRM

SEPTEMBER 23, 2021

As you begin the persona development process, be sure to avoid these common mistakes: Following a B2C Buyer Persona Model. But even though B2C marketers use buyer personas for similar reasons, the actual persona model is quite different when looking at B2B vs. B2C. Buyer personas are not unique to the B2B world.

B2B 49

B2B B2C Close the Loop Education 49

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. These executives trace the deficit back to complications with their CX processes, a lack of support from C-level leadership, and a failure to integrate across the organization.”. Closing the loop is a must.

B2B 40

B2B Customer Experience B2C Close the Loop 40

Bill Quiseng

OCTOBER 14, 2019

This week’s post is from Stacy Sherman , a results-oriented Customer Experience (CX) and Digital Marketing professional with a proven track record increasing brand awareness, sales, and loyalty at B2C & B2B companies of all sizes and budgets. I highly recommend subscribing to her customer experience blog, Doing CX Right. .

Close the Loop 19

Close the Loop B2C VOC B2B 19

Confirmit

MAY 29, 2018

Voice of the Customer programs aim to gather and analyze customer insights, and enable you to take action in order to improve customer experience (CX) and deliver positive business outcomes to your organization. Close the loop with individual or group of customers to respond to their feedback. White Paper. Case study.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40