Provide Support

DECEMBER 19, 2017

Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. © 2003 - 2017 Provide Support LLC. The Impact of Customer Service on Purchase Decisions. Read more.

B2C 63

B2C Customer Service B2B Surveys 63

Hero Digital

JULY 22, 2019

B2C brands have discovered the demand for human-centered products and marketing, and now it’s time for B2B companies to realize that people are also behind their user journeys. B2C customer experiences are simply not the same as B2B customer experiences. The wave of change in B2B customer experience is coming. Curiosity and courage.

B2B 85

B2B B2C Surveys Marketing 85

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B Surveys B2C Metrics 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. The “system” helps you gain understanding and take action on the number (the result of the survey). blog linkedin twitter Why? "Too

Consulting 135

Consulting Consulting Metrics Feedback 135