PeopleMetrics

JUNE 4, 2019

Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point. In B2C, business is mainly transactional.

B2C 122

B2C B2B Real estate Airlines 122

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

PeopleMetrics

OCTOBER 29, 2019

A healthy transactional B2C survey will have a response rate of at least 5%; at PeopleMetrics, our range is 5% to 18% for B2C. If providing feedback takes longer than the actual customer experience, you have a major problem! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

Surveys 61

Surveys B2C B2B Feedback 61

PeopleMetrics

JULY 24, 2019

Are you collecting enough customer feedback to define your goals effectively? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.

B2C 61

B2C Benchmark Surveys Feedback 61

Customer Guru

MARCH 7, 2018

I completed my engineering in 2001, majoring in Electronics. We conduct yearly customer surveys and follow closed-loop feedback process: it’s never about just taking the survey; what is more important comes after – connecting to customers and understanding how we can improve our services. Mine has been a roller coaster journey.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). They are also part of the “democratizing of customer feedback” that is so important in creating a customer-centric culture. Following up on recover alerts is the heart of your VoC program.

Management 78

Management Customer centricity B2C Feedback 78