PeopleMetrics

JUNE 4, 2019

Who are your customers? 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? VoC In Both Worlds.

VOC 122

VOC B2C B2B CEM 122

Callminer

FEBRUARY 27, 2019

Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. Conduct in-depth customer interviews.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

PeopleMetrics

FEBRUARY 25, 2022

The field of customer experience is constantly evolving alongside the broader business environment. Here are a few trends we're seeing : Increased investments in AI technology, like text analytics and automated service recovery, to streamline elements of the CX process. Voice of Customer (VoC) or customer listening.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. onboarding Onboarding is familiarizing a new customer with the service.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64