SurveySensum

SEPTEMBER 19, 2022

Imagine the positive influence a business can have on its bottom line if it can tune into the voice of the customer. What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Reduce customer churn.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

Confirmit

DECEMBER 4, 2018

In this video Claire Sporton, SVP Customer Experience Innovation at Confirmit provides key advice on getting started with a Voice of the Customer program. She talks about getting the right input, not only from customers, but from partners and employees as well in order to get a clear picture of the business ecosystem.

B2C 40

B2C B2B Voice of the Customer Touchpoint 40

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. Voice of the Customer. But how to do this?

VOC 40

VOC B2C Actionable Insights Voice of the Customer 40

PeopleMetrics

JULY 17, 2018

This feedback is especially important in business-to-consumer (B2C) industries, such as hotels and restaurants. Similar to transactional surveys, customers often expect the company to respond , especially if the social review was negative.

VOC 210

VOC CEM CX Customer Feedback 210

PeopleMetrics

FEBRUARY 25, 2022

These are the most frequently asked questions about customer experience. What is customer experience? 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.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Confirmit

JULY 7, 2017

For business to consumer (B2C) organizations the customer experience can make or break your brand. Success therefore depends upon understanding where you are delighting – or failing – your customers, and making decisions to improve results. But how to do this?

VOC 40

VOC B2C Actionable Insights Touchpoint 40

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

ClearAction

DECEMBER 31, 2015

Business-to-business customer experience management has certain complexities and advantages that need to be well understood by practitioners and vendors alike. 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.

Customer Experience 54

Customer Experience Net Promoter Score B2B Voice of the Customer 54

Lumoa

MARCH 12, 2023

Listening to the voice of the customer sounds appealing in theory. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. Typically, information about each customer would be stored only in the tool with which they interact. It gives you a holistic view of your customers.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

ClearAction

DECEMBER 27, 2017

Is your voice of the customer program letting you know similar insights? “We decided our purpose is finding a way to financial well-being for SunTrust”, Jeff explained in my Customer Experience talk show. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

Customer Experience 54

Customer Experience B2B Voice of the Customer Customer Journey Map 54

Customer Bliss

JUNE 20, 2017

So she needed to put together research proposals, including product-market fit, B2C/B2B contexts for the business, and even internal employee perceptions. The first several months included this foundational research, including some innovative research on co-creation programs with customers. What did she do first? You need to accept it.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

Customer Bliss

MARCH 21, 2017

While predominantly B2B, Diana notes that B2C is always in the back of her mind.) That was one of her first “voice at the table” roles, especially around the different channels where a company can speak to customers. The one-pager also had survey data around customer dissatisfaction at various journey stages.

Manufacturing 48

Manufacturing Finance CX B2C 48

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. I will say though, on the voice of the customer and the customer research side, there’s not a business unit in Dun & Bradstreet that we don’t work with.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Lumoa

APRIL 24, 2018

All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights. NPS can provide clarity on the status of CX efforts, but the voice of the customer lights the way to improved customer journeys."

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Lumoa

OCTOBER 31, 2018

Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. Don’t underestimate culture.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64