Satrix Solutions

JUNE 10, 2020

As customer experience consultants for B2B companies, we’ve heard from many business leaders who have struggled to get customers to respond to their survey requests. Watch the video or read the transcript below: Survey Distribution Methods. Send Your Survey Via Email. Send Your Survey Through Text.

Surveys 78

Surveys Feedback SaaS B2B 78

Peter Lavers

NOVEMBER 16, 2020

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. It is never more so as important as when it comes to trust within B2B relationships.

B2B 130

B2B outsourcing Customer centricity Consulting 130

ProProfs Blog

FEBRUARY 21, 2019

Conducting widespread research is no longer a time-consuming activity, companies have started adopting survey software to help conduct this research. We asked various customer experience experts how survey results have helped shape their marketing campaigns. Bruce Harpham B2B SaaS Content Marketing Consultant. The result?

Surveys 95

Surveys Marketing B2B SaaS 95

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. Why wait to conduct a survey? Originally published as an Advisor monthly column on CustomerThink.com as Customer Experience ROI Opportunities in B2B Touchpoints. B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views.

B2B 59

B2B Customer Experience Journey mapping Engineering 59

Satrix Solutions

AUGUST 24, 2021

Which departments most often ‘own’ NPS survey administration and/or the budget in other B2B companies? If your company’s survey cadence is in alignment with others in the industry? That’s why we decided to launch an industry study on NPS in B2B. What makes this NPS research study impactful for B2B Professionals?

B2B 78

B2B Metrics Surveys Best practices 78

Bill Quiseng

DECEMBER 13, 2021

Asking customers to complete a survey after a customer service experience will show you where your weaknesses are. For the best results, make your survey quick, easy to understand, and offer a reward, such as a discount on their next purchase, for completing the survey. Try some of these strategies below to guide your business.

Customer retention 173

Customer retention Customer Service B2C B2B 173

Quality Contact Solutions

MAY 27, 2021

To help provide clarity around a perplexing topic, let’s review the seven most common misconceptions we hear through our TCPA call center consulting services. #1 1 – B2B calls do not need to comply with the TCPA. B2B calls are not exempt from all provisions of the TCPA. We can help. telemarketing laws?at

Wireless 98

Wireless Telemarketing Abandon Call B2B 98

PeopleMetrics

OCTOBER 29, 2019

Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. So what is a healthy survey? In other words, how many completed surveys are you obtaining compared to the number of survey invitations sent?

Surveys 61

Surveys B2C B2B Feedback 61

Answer Dash

OCTOBER 15, 2018

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of the key trends in B2B marketing. Customers have seen all this convenience that’s happened in their personal lives, but they haven’t seen that delivered in B2B from a customer experience standpoint.

B2B 76

B2B Marketing Customer Experience Benchmark 76

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. In the process, B2B and B2C customers from the US, Canada, UK, Europe, the Middle East, and East Asia answered 1m+ survey questions.

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

Outsource Consultants

FEBRUARY 1, 2022

UpCity, a directory website aimed at facilitating B2B relationships, recently surveyed small businesses in the US and Canada to better understand trends and strategies surrounding outsourcing. You can read the full results of this survey here: Small Business Outsourcing Statistics: A Deep Dive Into 2022.

outsourcing 67

outsourcing B2B Consulting Consulting 67

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

B2B 236

B2B Government B2C Consulting 236

Satrix Solutions

APRIL 21, 2022

Many companies are already surveying customers by email or ‘in-app’ and the (largely) quantitative data generated may be enough. But in helping our B2B clients answer important questions such as the ones listed above, we’ve found that a qualitative research component is often necessary, and beneficial. .

Customer Experience 103

Customer Experience B2B Feedback Consulting 103

ShepHyken

NOVEMBER 24, 2017

If your services fall under the B2B umbrella, for example, your customers are more likely to engage with you on LinkedIn as opposed to in B2C businesses. Then try asking them, through a survey. Brooke is one of the top writers on Quora in B2B and her answers get over 100K views a month and growing.

Customer Service 221

Customer Service B2B B2C Accountability 221

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Customer Satisfaction Doesn’t Drive Loyalty Behavior.

B2C 231

B2C Banking B2B Consulting 231

ShepHyken

AUGUST 17, 2020

Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers – companies with the strongest revenue growth and profit-margin change – consider the quality of their customer experience as their top strategic priority for the next three years.

Customer Service 232

Customer Service B2B Consulting Consulting 232

Quality Contact Solutions

AUGUST 26, 2021

Inbound telemarketing services support both b usiness-to-business (B2B) and business-to-consumer (B2C) needs. Outbound telemarketing services refer to a business reaching out or selling a product to another company (B2B), or individual (B2C). I encourage you to consult with an industry professional. Appointment Setting.

Telemarketing 98

Telemarketing B2C B2B outsourcing 98

Beyond Philosophy

NOVEMBER 28, 2017

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. million total survey questions, with several million devoted to emotions and feelings related to experience. Some additional stats: We have asked approximately 4.5

B2C 207

B2C Banking B2B Customer advocacy 207

ChurnZero

OCTOBER 1, 2024

Common goals of segmentation include increasing retention, sourcing targeted upsells, improving customer survey responses or boosting specific feature adoption. Suggest two different tactics for each of these segments of customers to improve the response rate on a customer survey sent by a SaaS company. 1.

SaaS 52

SaaS B2B Best practices Surveys 52

Fonolo

FEBRUARY 5, 2020

In today’s highly digitized buying environment, top-notch customer service is tied to overall customer experience across multiple touchpoints, particularly in the B2B space. . Data by consulting firm A.T. Both B2B and B2C consumers expect a fast response when they reach out to a business with questions, concerns, and issues. .

Customer Service 99

Customer Service B2C B2B Abandon rate 99

Satrix Solutions

MARCH 11, 2021

No matter what B2B industry you’re part of, be it SaaS, Management Consulting, Manufacturing, or another, almost every company monitors the competitive landscape and changes that are shifting around them. However, there may be circumstances when deeper research and awareness into the competition is required.

B2B 78

B2B Sales SaaS Feedback 78

Beyond Philosophy

AUGUST 9, 2016

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Typically, these surveys are conducted on an Intranet basis. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Banking 150

Banking B2C Consulting Consulting 150

ChurnZero

DECEMBER 21, 2022

Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Presented by: Ryan Johansen , a stress management consultant who trains CS professionals on becoming top performers without burning out. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses.

SaaS 98

SaaS Benchmark Metrics Consulting 98

CustomerSuccessBox

DECEMBER 31, 2021

What is a Professional Service in B2B SaaS industry? Hence, many B2B SaaS firms offer Professional Services as they can certainly add value to both pre and post-sales customer experiences. Eg- The customer Success team consults and instructs customers to configure a feature themselves. Reducing churn is another advantage.

B2B 52

B2B SaaS Consulting Consulting 52

ChurnZero

JUNE 28, 2024

In early 2024, ChurnZero and SuccessCOACHING launched a confidential survey asking customer success managers (CSMs) to give in-depth insights on their roles and how they feel supported on a daily basis. In the CSM Confidential Survey, only 31% of respondents said they felt their companies are invested in their career paths.

Sales 52

Sales Surveys Upselling B2B 52

Return Customer

MAY 16, 2018

Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. B2B organizations focus on classroom-style training sessions that often last days or weeks. A B2B organization may invest in daily newsletters that train its customers to perform one activity each day. Online Courses.

Coaching 71

Coaching B2B Consulting Consulting 71

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Did they provide high CSAT and NPS survey results?

Metrics 94

Metrics B2B Education Accountability 94

Beyond Philosophy

APRIL 23, 2022

After all, have you ever got a customer survey back that said you should charge more for your product or service? This week we consult Peter about his business-to-business (B2B) customers that push back on price. This week we consult Peter about his business-to-business (B2B) customers that push back on price.

Consulting 39

Consulting Consulting B2B Metrics 39

ClearAction

JUNE 18, 2016

Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? Yet, today few B2B suppliers pay attention to these facts. Obstacles to Identifying Influencers of B2B Purchases. And that’s why numerous influencers get their say in buying and re-buying.

Customer Experience 54

Customer Experience B2B Management Journey mapping 54

ChurnZero

MAY 22, 2024

A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. But no other surveys are sent to customers on a regular basis. Voice of the Customer (VoC) surveys are utilized to gather regular customer feedback in an actionable manner. They require very little time spend from CSMs. Find it here.

Journey mapping 52

Journey mapping Surveys Accountability Feedback 52

Influitive

OCTOBER 11, 2015

“Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. In today’s hyper-connected world, people aren’t shy about sharing their opinions—and B2B buyers are listening.

B2B 111

B2B Marketing Best practices Feedback 111

Satrix Solutions

MAY 13, 2021

Gathering insights in the business-to-business (B2B) world is markedly different from asking consumers to rate their experience. With this in mind, we offer several complexities to consider when surveying your B2B customers. Here are 5 ways to design and tailor your survey for the B2B audience.

B2B 78

B2B Surveys B2C SaaS 78

ChurnZero

SEPTEMBER 13, 2024

You can either do this through a survey or by asking your customers to reply to an automated (but personalized, relevant, and “from” a person) email. Didn’t hear back from a group of customers on that survey or automated email about their desired outcomes and/or renewal intention? Hint: the answer is no.) Bring it up on your next QBR!

B2B 52

B2B Surveys SaaS Sales 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk.

SaaS 98

SaaS Best practices Gamification Feedback 98

SmartKarrot

NOVEMBER 2, 2020

Customer success consultants are an experienced and established party with a primary objective to serve the customer success niche. The members of the customer success consultation zero in on developing a strong foundation for the domain to dwell and accelerate. Glide Consulting Mikael Blaisdell and Associates, Inc. Infinipoint.

Consulting 10

Consulting Consulting Coaching SaaS 10

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). But if you have VoC running, your ROI possibilities are much greater. Conclusion.

Telecommunications 70

Telecommunications Consulting Consulting Surveys 70