ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

SurveySensum

DECEMBER 2, 2024

Its advanced features, such as real-time sentiment analysis and automated feedback tagging, ensure your team can swiftly respond to customer needs, driving product adoption and loyalty. Ready to harness the power of instant feedback for sky-high growth?

Feedback 52

Feedback 2025 2024 Multi-Channel 52

Lumoa

FEBRUARY 6, 2018

You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers.

2018 121

2018 Customer Experience Customer Centricity Culture 121

Second to None

FEBRUARY 15, 2019

Customer satisfaction is a commonly used metric in the CX domain. It helps to depict a more accurate perception of the overarching customer experience, touching on key points of interaction. This can be particularly useful for understanding weak factors of your customer service program that lead to unsatisfied customers.

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

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. Customer lifecycle illustrated by Forrester. So let’s start!

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

Kayako

JULY 30, 2018

After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 50

Marketing Customer Experience Net Promoter Score Customer Voice 50

Lumoa

NOVEMBER 30, 2022

Another great idea to explore is offering a digital sales agent that is voice-enabled. Ideally, this would allow for customer voice recognition, meaning that users may speak their request rather than type it. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 78

Retail Customer Experience E Commerce Virtual Agent 78

PeopleMetrics

FEBRUARY 25, 2022

A CX management strategy gives you the data and structure you need to strategically improve customer retention, net promoter scores, and lifetime values through iterative, data-backed changes. Improved brand loyalty and reputation. An initial idea of what you want to learn and/or improve about your customer experience.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

ClearAction

OCTOBER 25, 2018

“Customer behavior, emotions, actions, input and feedback are used to define marketing mixes without regard for traditional organizational ‘sacred cows’. 3) Dedicated budget is a prerequisite to mature customer-centric marketing: Leapfrog Marketing Institute studied who owns the customer experience budget.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. Why should the customer have to call you back? Absolutely.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Lumoa

OCTOBER 31, 2018

Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. The top challenges I see are that everyone wants Customer Experience to be the latest and greatest. How to overcome those challenges?

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

Talkdesk

JULY 31, 2017

Companies are responding to customer service because they want a market share and they want to stay alive. Customer service is no longer a commodity, it’s a competitive differentiator. You talked about having customer voice in the C-suite. Why should the customer have to call you back? Absolutely.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Confirmit

MAY 29, 2018

Organizations that understand their customer journey are much more likely to improve their products to fit their customers’ evolving requirements and therefore to foster their loyalty. What Are the Characteristics of Best-in-Class Voice of the Customer Programs? Voice of the Employee.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40