ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. And the engine represents CXM measurement. 3 Types of Customer Experience Action Essential to ROI.

Voice of Customer 67

Voice of Customer Customer Experience Sports Workshop 67

GetFeedback

MAY 13, 2019

Building a cross-functional voice of customer program will give your customers a greater presence within your decision-making process and help create positive experiences, generate more referrals, and overall improve your customer satisfaction. Measuring improvements. Assignment & ownership.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 74

B2B B2C Automotive 2020 74

Second to None

JUNE 5, 2018

There has been a considerable increase in the number of people involved in B2B purchasing decisions over the past two years; with the average number increasing from 5.4 A B2B company can only make a significant transformation in service delivery by improving their customer experience platform.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Checking in on customer service objectives? This is a guest blog post by Gaetano DiNardi from Nextiva.

B2B 73

B2B Net Promoter Score Customer Centricity Webinar 73

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

InMoment XI

JANUARY 10, 2023

Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey. You’ve got four different departments using different technology to record different metrics and measure their own aspect of the customer journey. Said no executive, ever.

Customer Experience 324

Customer Experience Management Touchpoint Net Promoter Score 324

Waypoint Group

MAY 17, 2018

I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. Any good researcher will recognize the need to measure the right outcomes as the dependent variable.

NPS 40

NPS B2B Net Promoter Score Touchpoint 40

Waypoint Group

OCTOBER 19, 2017

Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) The post The Secret to Easy B2B Retention & Expansion = Relationships.

B2B 40

B2B Loyalty Measurement Voice of Customer 40

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Customer experience involves everyone’s voice.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Customer experience involves everyone’s voice.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

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. Only 32 percent of those surveyed say they have the resources, skills, and tools they need to provide the experiences B2B customers require.

B2B 40

B2B Customer Experience B2C ROI 40

Waypoint Group

MAY 23, 2018

Many Customer Success teams measure their performance via customer retention and expansion rates. These aren’t bad measures – KPIs should generally measure outcomes – yet those KPIs are lagging. A good CS leader needs to know how well team members are strengthening customer relationships.

Measurement 40

Measurement Customer Success Metrics B2B 40

Beyond Philosophy

JULY 21, 2022

Pickle #1: How can you increase survey response rates to create a more robust voice of customer data? We’re implementing a Voice of the Customer (VOC) program on a customer platform in a large business-to-business (B2B) organization. In other words, you need to encourage customers to respond.

B2B 88

B2B Hospitality Communication Metrics 88

Waypoint Group

OCTOBER 17, 2019

He said it was challenging to gauge progress within an account without a means to objectively measure it. The company wanted to use customer feedback to more effectively drive their product, customer experience and company. Seeking trustworthy feedback. Implementation – Building an internal collaboration and coalition.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Wootric

OCTOBER 7, 2020

Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric also outperforms the category on all satisfaction measures including ease of use. Wootric is ranked #1 in ROI (Return on Investment).

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. So let’s start!

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

ShepHyken

FEBRUARY 22, 2019

Stacy Sherman is a Customer Experience & Digital Marketing professional with a proven track record of increasing sales & loyalty at B2B & B2C companies of all sizes & budgets.

Blog 109

Blog Hotels B2C Loyalty 109

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Workshop 175

Customer Alignment

MARCH 2, 2018

One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Wootric

MAY 12, 2020

Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Commit to ongoing measurement.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

SmartKarrot

APRIL 4, 2022

This is because business growth can be shouldered on a well-designed customer success strategy. Customer experience and customer interactions need to be chalked in the right manner to enhance customer-centric culture. 10 Tips for B2B SaaS Businesses to build a Customer-Centric DNA. Have a plan in place.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

Waypoint Group

JANUARY 31, 2019

NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win , was so well received that I decided to elaborate this week. Happy and successful customers are far more likely to be retained. Make sure you are creating happy customers that perceive success.

B2B 40

B2B Voice of Customer Feedback Events 40

Daniel Group

SEPTEMBER 1, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket.

Loyalty 53

Loyalty Net Promoter Score NPS Customers 53

Waypoint Group

AUGUST 1, 2018

We all want loyal customers. Consider that there are two types of loyalty: Behavioral loyalty, which is often the mantra of B2C companies that measure loyalty through repeat purchase behavior, and. Attitudinal (heartfelt) loyalty, which must be the mainstay of B2B companies because. They want to know: ‘Do you see me?

Loyalty 56

Loyalty Connections Net Promoter Score E-support 56

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. Gone are the days when a Welcome page is purely cosmetic.

B2B 61

B2B NPS Metrics Voice of Customer 61

CX Journey

DECEMBER 11, 2014

For B2B companies, it’s easy to breeze through the chore of sending a customer survey: design the questionnaire, hit send, sit back, wait for responses to roll in, and simply focus on the overall target: Likelihood to Recommend or Overall Satisfaction. 2) Do we know our customers like we thought? B2B metrics voice of customer'

Metrics 62

Metrics B2B Voice of Customer Feedback 62

PeopleMetrics

FEBRUARY 25, 2022

Define the specific experiences, touchpoints, or "moments of truth" in your customer journey that you want to learn more about and improve. Measure your performance using customer surveys. What do customers think about the current state of the experience or touchpoint? Voice of Customer (VoC) or customer listening.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

Waypoint Group

JUNE 30, 2022

So how are you measuring Advocacy Rate? Through the discussion of Net Revenue Retention (NRR), allocating resources to retention and expansion plays, and creating programmatic methods to hear your key customer-stakeholders, we’re now in a place to measure results. In B2B Marketing you must ACTIVATE your advocates.

Reference 52

Reference NPS Metrics Engagement 52

Wootric

MARCH 18, 2021

Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise. CES is used to improve systems that may frustrate customers. Use CES surveys to measure how customers feel about their onboarding, which is the critical first step of the customer journey. Medium touch.

Net Promoter Score 52

Net Promoter Score E Commerce E-support Metrics 52

ClearAction

AUGUST 21, 2016

Engine = measurement program. In B2B CXM it’s especially important to align the entire company in seeing their ripple effects on customers’ well-being. Employees have an innate desire to help customers love the company. Steering Wheel = organization and governance. Wheels = processes and tools.

Customer Experience 54

Customer Experience Financial B2B Customer Experience Management 54

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. A few examples of critical visualizations that make it easier to drive action at all levels.

Engagement 40

Engagement B2B ROI Download 40

Waypoint Group

JUNE 13, 2018

The more your company helps your customer see the business result(s) that your products and services drive the more they will rely on you. See” means more than measuring the business results; it also means communicating the results and making sure the right people know all about the ROI. Then measure the ROI and communicate it.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

Waypoint Group

DECEMBER 3, 2015

B2B customers are rarely ever 1 person. This simple statement actually explains a world of customer experience complexities and implications for how a B2B company should measure their CX. But, because a B2B customer is comprised of a group of people, the rules have to change to accommodate more players.

B2B 40

B2B B2C ROI Feedback 40

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. By listening to the Voice of the Customer (VoC).

Feedback 53

Feedback Net Promoter Score NPS 2014 53

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132