ECXO

MARCH 21, 2023

Continuous improvement: Organisations must continuously evaluate and improve their customer experience. Feedback from customers must be taken seriously, and the organisation must take action to address any issues that are identified. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. appeared first on Waypoint Group.

B2C 40

B2C B2B Feedback Customer Engagement 40

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 Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

ERDM

APRIL 16, 2020

B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers. Recent Voice of Customer (VoC) research conducted by my company, ERDM Corp., Also important: Think customer-first.

B2B 59

B2B Marketing Study Connections 59

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 Survey Net Promoter Score Effort Score 73

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. Stay tuned for part 2 of this article: Organizational Adoption of Customer Experience Excellence.

Voice of Customer 48

Voice of Customer Customer Experience Sports Customer Experience Management 48

ERDM

APRIL 16, 2020

B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers. Recent Voice of Customer (VoC) research conducted by my company, ERDM Corp., Also important: Think customer-first.

B2B 52

B2B Marketing Study Connections 52

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. Too often, brands in this space rely on archaic methods, instead of reading the changing tides of the B2B industry. What’s changed among B2B buyers?

B2B 59

B2B B2C Transportation Voice of Customer 59

SmartKarrot

AUGUST 19, 2022

Customer feedback is imperative to the success of a business. With the increased adoption of social media, it has become increasingly simple for companies to collect customer feedback using tools such as Facebook or Twitter. It is no secret that collecting customer feedback can hugely impact your business.

Voice of Customer 10

Voice of Customer Feedback Social Media Survey 10

Customer Bliss

NOVEMBER 7, 2017

Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Don’t just try to “whack-a-mole” each little project.

B2C 111

B2C Leadership Customer Experience B2B 111

Waypoint Group

DECEMBER 15, 2015

Humanity’s VP of Client Services, Paul Piazza, reached out to Waypoint Group to leverage B2B customer feedback in a way that would help his team better understand what customers really want and need from their product. The post Does Your B2B Feedback Program Save 46 Accounts in 3 Months?

B2B 40

B2B Feedback Case Study ROI 40

Customer Bliss

NOVEMBER 7, 2017

Ross and his team addressed these boulders by forming councils to vet ideas and customers feedback as a sounding board. They also set up customer feedback forums to collect voice-of-customer data in an unobtrusive way. Don’t just try to “whack-a-mole” each little project.

B2C 111

B2C Leadership Customer Experience Chief Customer Officer 111

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. 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.

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B Voice of Customer Video Groups 40

Totango

JANUARY 23, 2020

You should look at customer metrics that link directly to the successful use of your product, such as product usage rates, feature adoption, license utilization, number of escalations, and Voice of Customer feedback and ensuring you have the necessary systems and solutions to do so at scale. Set and Celebrate Goals.

Strategy 105

Strategy Management B2B ROI 105

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. NPS can be quite controversial. So if not “recommend” then what in its place?

NPS 40

NPS B2B Net Promoter Score Company 40

PeopleMetrics

MARCH 25, 2022

This approach requires less commitment from busy members and can yield extremely helpful continuous feedback. What kinds of businesses create customer advisory boards? creating a customer advisory board to collect customer insights. Any business that operates in a niche market with relatively small pools of customers.

Roadmap 118

Roadmap Feedback B2B Survey 118

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. not responding to feedback requests or joint account planning processes). Get customers to provide feedback!

NPS 40

NPS Financial B2B Exercises 40

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

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 54

Feedback Net Promoter Score Effort Score Survey 54

Waypoint Group

JULY 28, 2016

As the leader of a B2B company, you want to see your growth indicators going off the charts. The post 5 Ways B2B Companies Can Accelerate Growth appeared first on Waypoint Group. You’re always looking for a way to do more, better, with less. The question is, “How?”

B2B 40

B2B Company Groups Feedback 40

Waypoint Group

SEPTEMBER 12, 2017

In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group.

ROI 20

ROI B2B Video Feedback 20

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. Enjoy the show!

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Daniel Group

APRIL 5, 2023

Trish Reed: Well, I think first, if you go back to that vision 2025, I thought one, what really helped us get there was the IC Bus dealers that were on the vision committee were very adamant and very, I think, committed to the fact we needed to do something different with getting voice of customer, right? So let’s forward.”

Interaction 98

Interaction Voice of Customer Effort Score Financial 98

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

FEBRUARY 19, 2024

Listen to the Voice of Customers : You should stay connected with the customers on multiple platforms carefully consider their queries, pain points, and feedback, and take action accordingly. Doing so will ensure that you are providing value to customers.

Customer Centricity 52

Customer Centricity Tips Innovation Analysis 52

Waypoint Group

JANUARY 2, 2018

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” ” Since we know that response rates can be a potent indicator of renewal and expansion, improving from the “typical” ~15% in B2B environments often leads to accelerated rates of corporate growth.

NPS 40

NPS B2B Survey Groups 40

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 Analysis 40

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Waypoint Group

JULY 18, 2018

Using these comments, both good (promotors) and bad (detractors), can prove to be extremely vital feedback to your product team. They had no Voice of Customer programs, so that gave us an opportunity to start with the basics. We would then rank order how many times the tag was used in those feedback buckets.

NPS 40

NPS Feedback Effort Score Leadership 40

PeopleMetrics

FEBRUARY 25, 2022

At the day-to-day level, an effective CX management process allows you to tailor the experiences of your highest-impact customers, as well as to proactively reach out when any customer experiences a negative interaction. What is a customer feedback loop? Collecting customer feedback about that touchpoint.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Receiving Voice of the Customer feedback. Ticket feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Waypoint Group

NOVEMBER 6, 2014

Working with B2B clients over the years, we’ve prided ourselves in producing actionable and unique deliverables. There were no B2B customer success technology vendors in the market that could offer our account-level insights and relationship reporting. TopBox delivers…. A/B Comparisons. But is the data trustworthy?

Meeting 53

Meeting B2B Comparison Guidelines 53

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.

How To 40

How To B2B Voice of Customer Feedback 40

SurveyGizmo

FEBRUARY 24, 2022

Alchemer’s highly flexible enterprise feedback platform helps Amdocs drive actionable insights from all customers in over 50 countries and across multiple communications channels. In 2021, Amdocs collected feedback from 1,669 respondents, which resulted in over 60 account improvement plans to truly take action on the feedback.

Innovation 52

Innovation Feedback B2B Software 52

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Here’s why and how.

Customer Success 40

Customer Success Customer Journeys B2B Feedback 40