SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding.

VOC 98

VOC B2C Social Media Voice of the Customer 98

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

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? How do you design and manage a CX strategy? CX Management and High-Impact Customers.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? 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. Although CX maturity does fluctuate widely by region, industry, business size, etc.,

Voice of the Customer 40

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

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Do this, and you are starting your readiness to become a more mature CX company!

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. When your customers share their voice in real-time with your organization, they expect you to listen, act and report back to them on progress.” – What is Voice of the Customer (VoC)?,

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Steven Van Belleghem

DECEMBER 6, 2021

Customers are smarter than ever and know what a good CX looks and feels like. That applies to both B2C and B2B businesses. Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. There are two thoughts I have on CX in 2022 and beyond.

CX 123

CX Customer Experience Non-Profits Social Media 123

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience?

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

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 114

Net Promoter Score Customer Experience B2C CEM 114

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Following up on recover alerts is the heart of your VoC program. For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). These are often detractors or emerging detractors.

Close the Loop 78

Close the Loop VOC CEM NPS 78

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

SurveySensum

NOVEMBER 24, 2021

How to communicate with your customers in B2B and B2C? And the process differs in B2B and B2C. However, in B2C, where there is a volume of customer feedback, contacting customers or following up becomes an impossible task. How to communicate with your customers in B2B and B2C? 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

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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.

Gaming 40

Gaming B2B CX B2C 40

ClearAction

DECEMBER 31, 2015

All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. Here’s a flow diagram is intended to maximize insights while minimizing burden on customers, and reducing your VoC costs.”

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Waypoint Group

MAY 25, 2018

As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessions about how to improve B2B CX and CS programs. How do companies become CX leaders?

B2C 66

B2C B2B Innovation CX 66

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

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.”.

B2B 40

B2B Customer Experience B2C Close the Loop 40