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.
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? So What is VoC?
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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.
Confirmit
JULY 7, 2017
For business to consumer (B2C) organizations the customer experience can make or break your brand. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. But how to do this?
Confirmit
JULY 7, 2017
For business to consumer (B2C) organizations the customer experience can make or break your brand. The most effective method is a Voice of the Customer (VoC) program that collects feedback across all customer touchpoints to deliver meaningful and actionable insights. But how to do this?
PeopleMetrics
FEBRUARY 25, 2022
Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. These cycles involve a few steps: Identifying a touchpoint or customer problem to study. Collecting customer feedback about that touchpoint.
PeopleMetrics
JANUARY 24, 2022
The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. And my first book, Listen or Die , has numerous B2B examples and a chapter devoted to the differences between B2B and B2C CX.
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