GetFeedback

JULY 19, 2019

With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. We can also agree that customer experience is more important than ever. B2C customers, who already say it’s easier than ever to take business elsewhere, will follow.

ROI 309

ROI How To Touchpoint Hotels 309

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture.

B2B 98

B2B Customer Experience Roadmap Culture 98

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. For some, even pumping their own gas is too much effort. Turns out this was too much work.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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. This connection is a critical factor in driving customer retention and net promoter score improvements over time.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

ChurnZero

JANUARY 4, 2024

“The landscape of customer success will shift significantly, with a heightened emphasis on commercialization,” says Growth Molecules founder and managing partner Emilia D’Anzica. They will be less distracted and more focused on finally, and completely, building out the fundamental building blocks of customer success.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

PeopleMetrics

MAY 12, 2022

Customer journey mapping can make the crucial difference between driving business success and seeing flagging customer satisfaction, retention rates, and revenue. Creating an amazing customer experience (CX) is an intentional process. Customer journey mapping is a foundational part of that process.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

Kustomer

JANUARY 11, 2022

Why You Should Switch to 24/7 Customer Service for Your Business. Requiring answers in real time can happen at various touch points throughout the customer journey. For example, a customer may have a question that will influence their decision to buy. The common factor is going to be how good your customer service is.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

OCTOBER 31, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of now? Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Never underestimate the customers expectation in CX.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Pink Guava

OCTOBER 7, 2019

As a business owner/ decision-maker, measuring customer satisfaction can be an important yardstick because it can support you to quantify your organization's deliverables and the perceived value customers realize from your product and services. So you can and should understand "How many customers are loyal to my business".

Customer Satisfaction 40

Customer Satisfaction Study Net Promoter Score Effort Score 40

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Chattermill

JULY 2, 2019

According to Bain & Company, the founders of the Net Promoter System , higher response rates lead to more accurate data, with anything less than a 40% response rate for B2C brands and 60% for B2B counting as a lower response rate and is a red flag. You have an CSAT score of 56… but why? for better customer experience.

Survey 49

Survey How To Feedback e-support 49

Chattermill

JULY 2, 2019

According to Bain & Company, the founders of the Net Promoter System , higher response rates lead to more accurate data, with anything less than a 40% response rate for B2C brands and 60% for B2B counting as a lower response rate and is a red flag. You have an CSAT score of 56… but why? for better customer experience.

Survey 40

Survey How To Feedback e-support 40

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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

ECXO

DECEMBER 20, 2023

Next, your customers have become your biggest regulators and they aren’t impressed with just any personalisation. Add in the fact some B2B, and certainly B2C companies, are still struggling with data management. I talk about how to prove the value of your initial CDP efforts later. Learn more here.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

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. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

SmartKarrot

APRIL 23, 2020

Customer success is a longer-term strategy that focuses on cultivating deeper relationships with customers by helping them achieve their desired goals for using a platform or application. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

Confirmit

MAY 29, 2018

Voice of the Customer programs are proven to help organizations retain customers, build better products, deliver better services, and systematically understand customer experience in order to drive change. Promote culture change: By driving customer-centricity and cross-functional change.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Examples B2C Net Promoter Score 26