Lumoa

MAY 30, 2024

AI Answers allow you to create a question that will be associated with each feedback. The first one is called Heatmap – it lets you set your filters as an X and a Y axis, then the graph will tell you how much feedback you have in each axis.

B2C 83

B2C Feedback Management 83

customer sure

JUNE 19, 2022

when they give you feedback. But many businesses are concerned about how to do this, worried that they will get lots of feedback from customers and struggle to respond. Understandably there are worries about resourcing or having to create a new team or little cottage industry to deal with responding to feedback.

Feedback 62

Feedback B2C Morale Customer centricity 62

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. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. Measure and get feedback on the different points of the interaction throughout the customer’s journey. Use the data and feedback to improve the experience.

B2C 156

B2C B2B Feedback Customer Experience 156

customer sure

JANUARY 19, 2022

The feedback programme is discussed, weighed up, and surveys are produced and tested. Then after careful planning, customers are contacted and asked to provide their thoughts and feedback. And many of your customers will willingly provide this feedback. There are certainly a few variables to consider and think through.

Feedback 62

Feedback B2C B2B Surveys 62

Lumoa

SEPTEMBER 1, 2023

Our initial launch offered two summaries for your Positive and Negative responses, but we now offer a way to get a single summary covering all feedback for a topic. Feel free to check out our FAQ on Lumoa GPT to learn how you can get started with the next generation tool in feedback analysis! Check it out below! Pretty neat!

B2C 157

B2C Feedback Accountability Marketing 157

ShepHyken

SEPTEMBER 29, 2020

When designing a mystery shopping or other measurement/feedback program, it’s important to first understand what you’re trying to measure. Mystery shopping and measurement programs are effective everywhere—in both B2B and B2C businesses and both inside and outside the organization.

B2C 311

B2C B2B Feedback Consulting 311

ShepHyken

JANUARY 1, 2024

13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media. All businesses, not just retailers (B2C), need to step up their CX efforts.

Customer Service 147

Customer Service B2C Feedback Marketing 147

ShepHyken

OCTOBER 4, 2022

Quotes: “The company, like a team, has two additional sources of feedback. The employees who give positive or negative feedback will help the team grow. Then, fans or customers will give feedback through comments, surveys, and brand loyalty.” ” “It’s not B2B or B2C. It’s human to human.

Brand ambassadors 163

Brand ambassadors B2C Coaching B2B 163

ShepHyken

JUNE 11, 2023

B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers. This week he emphasizes B2B must think like B2C. Here are my top five picks from last week.

B2B 156

B2B Customer Service B2C Advertising 156

Totango

FEBRUARY 11, 2022

Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. B2B customer experience differs from B2C customer experience in several important ways. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts.

B2B 108

B2B Customer Experience B2C SaaS 108

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. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

Nicereply

JUNE 26, 2019

Despite dedicating considerable parts of their budget on systems that collect feedback, companies may find it complicated to put their findings into action. In this article, we’ve compiled a list of ways you can close the customer feedback loop. What are the benefits of a closed customer feedback loop? Be thankful.

Feedback 92

Feedback B2C Advertising Customer centricity 92

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 79

Feedback Surveys Construction Best practices 79

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. While B2B sales are commonly talked about, B2B customer service is often overlooked, even though customer service is just as essential for B2B sales as B2C (Business-to-Consumer) sales.

B2B 62

B2B B2C Customer Service Self service 62

CCNG

OCTOBER 11, 2023

There's little worse than asking people for their feedback and then doing nothing about it. Michelle brings her extensive background in B2B/B2C/D2C organizations, including ownership of customer experience, client success and contact center operations to the benefit of fellow CCNG members and industry colleagues.

CCNG 195

CCNG Customer Experience B2C Finance 195

ShepHyken

AUGUST 11, 2017

Connect executives to customer feedback. In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. Feedback must include elucidating comments, not just numbers.

Customer centricity 235

Customer centricity Feedback B2C Customer Experience 235

ShepHyken

JULY 2, 2018

BizReport) Customer experience is no longer just a business-to-business (B2B) and business-to-consumer (B2C) strategy for winning and retaining customers. How to Really Hear and Use Customer Feedback by Jason McCann. My Comment: Feedback is a gift! 5 Tips for IT to Better Manage the Customer Experience by BizReport.

Customer Service 189

Customer Service B2C Feedback B2B 189

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. B2B vs. B2C Customer Service. B2B customer service generally parallels the type of support delivered by businesses to consumers, known as B2C customer service. Create a Process to Obtain Quality Customer Feedback.

B2B 92

B2B Customer Service Interactive Voice Response B2C 92

Quality Contact Solutions

AUGUST 17, 2022

B2C Outbound Marketing. Telemarketing allows you to have an individualized approach and instantly receive feedback. We also specialize in both B2C and B2B customer contacts. Telemarketing is directly marketing products or services to potential customers via telephone. Outbound Call Center Pricing. It’s expensive.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

Global Response

DECEMBER 5, 2022

B2B Customer Service vs. B2C Customer Service There are distinct differences between business-to-business and business-to-consumer customer service. With B2C CS, solving issues may be for one instance or a handful of issues. Notably, they also ask for feedback, resulting in high retention rates and long-term customers.

B2B 62

B2B Customer Service B2C Multichannel 62

PeopleMetrics

DECEMBER 1, 2021

Their secret sauce is creating high-value customer panels, ga thering regular feedback and applying proprietary qualitative and quantitative analytical techniques to distill what is most important. Identifying these customers, enabling continuous feedback loops and improving their experiences is work every company should prioritize.

B2C 118

B2C Telecommunications B2B Banking 118

Babelforce

MARCH 26, 2020

However, NPS and CES are also great ways to measure customer feedback. They are the most likely to buy more, be loyal for longer, refer family/friends to you, and provide useful feedback. Therefore, it might even be a better predictor of the loyalty of existing customers, than NPS; better for B2B than B2C. Promoters (9-10).

Feedback 52

Feedback Customer effort Surveys B2C 52

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). My Comment: Asking customers for feedback is a waste of time unless you do something with that feedback. Moore, Executiv e Editor at MarTechExec.

Customer Service 195

Customer Service B2C B2B Feedback 195

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. It helps you understand the drivers behind customer decisions, provides feedback for improved experiences, and facilitates innovation and thinking for new offerings. say the same.”.

Feedback 53

Feedback Surveys B2C Benchmark 53

ShepHyken

JUNE 7, 2021

Many of the same principles in a B2C loyalty program apply to B2B. That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. My Comment: A loyalty program for B2B? Absolutely! Loyalty programs are not just for consumers. How to Upsell and Cross-Sell (4 Best Practices) by Jared Atchison.

Customer Service 338

Customer Service Customer centricity Government Upselling 338

Satrix Solutions

MAY 13, 2021

B2B companies that survey their customers have a unique advantage compared to B2C companies because they can leverage a rich database of customer information and relationships, whereas B2C companies may have hundreds of thousands or millions of customers that they don’t know personally. Go beyond multiple-choice questions.

B2B 78

B2B Surveys B2C SaaS 78

PeopleMetrics

JULY 17, 2018

A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). VoC, on the other hand, provides daily customer feedback that allows the organization to discover that the feature was a favorite in real time and that customers value it as part of their daily experience.

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

ShepHyken

NOVEMBER 25, 2022

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She has 10+ years of B2B & B2C marketing experience in various sectors such as SaaS, e-commerce, education, and consumer goods.

Customer Service 198

Customer Service B2C B2B SaaS 198

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. ACT ON CUSTOMER FEEDBACK! So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

ijgolding

NOVEMBER 13, 2018

So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. VoC has been an invaluable tool in the B2C for many years. An outdated view would be that retail customers require more consideration when it comes to dealing with complaints and feedback. WHY VOC WORKS WELL FOR B2B.

B2B 74

B2B B2C Finance Automotive 74

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. B2B companies, needing to catch up with B2C, have started offering similar experiences, but in a slightly different way.

Sales 99

Sales Technology B2C Customer Experience 99

ShepHyken

MAY 28, 2023

My Comment: Any business (B2B or B2C – even Government) can learn good customer service and CX ideas from the hospitality industry. While ancillary products are not a new concept, the sophistication with which they are merchandised has entered new territories thanks to artificial intelligence-led innovations.

Customer Service 163

Customer Service Customer centricity B2C Government 163

JustCall

FEBRUARY 11, 2022

Overseeing sales performance, identifying gaps and providing feedback for improvement. B2B, B2C and Inside Sales Job: How to Make Your Choice. So, before you make a choice between B2B, B2C, and Inside sales jobs, let’s get a quick overview of each: B2B Sales. Do you want to take up B2B sales or B2C sales? Inside Sales.

Sales 52

Sales B2C call center software B2B 52

delighted

FEBRUARY 9, 2021

From what we’ve seen, businesses that had to pause or slow down during the pandemic also limited the scope of their feedback programs. Customers who were receiving services still responded to feedback surveys at a similar rate. The more pieces of feedback you have, the better, right?

Surveys 74

Surveys B2C B2B Feedback 74

Up Your Service

NOVEMBER 28, 2019

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You listen to their feedback about your product or service so you can better meet their needs. You create processes to make their experience smoother. You know that you only have so many tries to get it right.

Best practices 90

Best practices Customer Experience B2C B2B 90

GetFeedback

APRIL 30, 2018

Online reviews are essential in both B2B and B2C contexts. However, the nature of B2B sales creates certain challenges that companies don’t have to worry about with B2C. Then there’s the difference between B2B and B2C products themselves. Most customers will love feeling like their feedback is valued.

B2B 68

B2B B2C CRM Surveys 68