Satrix Solutions

FEBRUARY 1, 2022

Have you heard someone utter that statement or even proclaim, “I never respond to surveys”? Thankfully this attitude towards surveys is relatively rare in B2B. However, as a CX consultancy, we occasionally hear (or read) very negative reactions when inviting someone to participate in a survey on behalf of our clients.

Surveys 78

Surveys B2B Feedback Technical Support 78

Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? In the context of sensitive employee feedback like DEI surveys and engagement surveys, most researchers consider the option for anonymity to be essential. He recently wrote “ Are You Undervaluing Your Customers?

Surveys 62

Surveys B2B Feedback Customer centricity 62

Satrix Solutions

JUNE 10, 2021

With B2B companies, loyal customers are especially valuable. Reasons B2B Referral Programs Fail. However, to capitalize on the benefits of a referral program it’s important to recognize that generating high-quality B2B referrals requires a lot of effort. How Do You Ask for a B2B Referral?

B2B 78

B2B Surveys SaaS Best practices 78

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

B2B 91

B2B Customer Service Interactive Voice Response B2C 91

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. With that in mind, it is generally more useful to conduct a formal survey. Begin with the End. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

Nicereply

NOVEMBER 21, 2023

NPS = (% of responses who are promoters) – (% of responses who are detractors) For example, if you received 100 responses back from a recent NPS survey question, where 40 of them responded as Promoters, 30 were Passives and 30 were Detractors, then your NPS calculation would be 40 minus 30, for a score of 10.

Surveys 59

Surveys B2B Feedback Education 59

Anexa BPO

FEBRUARY 17, 2023

In the B2B space, CX is just as important as it is in the B2C space, and failure to provide a positive CX can result in lost business, negative word-of-mouth, and a damaged reputation. Data, data, and more data Your B2B CX strategies need to be built on data – consistent, comprehensive, and connected.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 82

B2B SaaS Education Brand ambassadors 82

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. Most likely, it’s B2C.

B2C 146

B2C Customer Service B2B Marketing 146

Quality Contact Solutions

FEBRUARY 12, 2021

From direct telephone sales, appointment setting for their outside sales teams, toll-free inbound numbers, product & customer satisfaction surveys, and countless other ways. The post How B2B Franchise Organizations Grow Using Outbound Telemarketing appeared first on. and passes that information on to the local franchisee.

Telemarketing 98

Telemarketing B2B Call Center Sales 98

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Genroe

NOVEMBER 15, 2022

Designing a customer feedback survey in way that provides and concise data you can use in you business is not always simple. Using Biased Questions is a common mistake among survey designers and this post outlines what they are, how to identify them and how to fix them. What are Biased questions Biased questions are […].

Surveys 52

Surveys B2B Feedback Marketing 52

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. SURVEY RESPONSE RATE: 15 - 30%. VOLUME: Small.

B2C 122

B2C B2B Real estate Airlines 122

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. The Untapped Potential of B2B Customer Loyalty Programs by John Rolston and Jon Glick. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special.

Customer Service 331

Customer Service Customer centricity Government Upselling 331

Genroe

NOVEMBER 13, 2022

Using Double Barrelled Questions are a common mistake among survey designers and this post outlines what they are, how to identify them and how to fix them. The post Double Barrelled Questions: How to Identify & Fix Them in Surveys appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Surveys 52

Surveys B2B Feedback Marketing 52

Genroe

MAY 15, 2023

In terms of “best practice” should NPS be calculated based on the date a survey was sent or the date of the response -- it depends. The post NPS Surveys: Should you report based on “sent date” or “received date” appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Surveys 52

Surveys B2B Best practices Feedback 52

CSM Magazine

JANUARY 27, 2023

In New York City, the business-to-business (B2B) sector is large and ever-changing. Post-Pandemic Market B2B market research organisations in New York offer customised services to assist businesses in making educated decisions.

B2B 52

B2B Marketing Transportation Construction 52

Nicereply

JANUARY 9, 2023

Are you a B2B Business? Get the most out of your surveys and improve customer satisfaction. If you want to substantially improve your customer satisfaction , generic survey questions won’t be enough. The post 7 Steps to Improve Customer Satisfaction as a B2B Business appeared first on Customer Happiness Blog.

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

TeamSupport

NOVEMBER 22, 2019

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients. As a result, B2B customers have larger budgets and higher lifetime value (LTV).

B2B 80

B2B Customer Support voip Wait times 80

ProProfs Blog

FEBRUARY 28, 2020

A majority of B2B marketers today focus on enhancing their marketing strategies on a daily basis. For this, all you need to do is conduct a brand awareness survey! What Is a Brand Survey? A brand awareness survey helps you gauge how familiar your ideal customers are with your brand as compared to your competitors.

Surveys 143

Surveys Metrics Marketing B2B 143

TeamSupport

JULY 27, 2020

Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs. Not all businesses are freezing spending.

B2B 90

B2B Finance Metrics Customer Support 90

Satrix Solutions

APRIL 20, 2021

Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. You hit the send button.

Surveys 78

Surveys B2B Advertising Feedback 78

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. An overview of the current B2B SaaS market and valuation drivers. Customer Success Around the Web.

Benchmark 98

Benchmark SaaS B2B B2C 98

JustCall

OCTOBER 22, 2023

In this guide, we will look at the challenges you might face in driving a customer satisfaction survey and how to extract actionable insights from a 360-degree customer survey analysis. Over time, your team may have collated tons of customer feedback from surveys, social media, emails, and more.

Surveys 52

Surveys Best practices Feedback First call resolution 52

GetFeedback

APRIL 30, 2018

B2B transactions are complex, expensive, and require long-term investments. Why Every B2B Brand Needs Online Reviews. Before B2B buyers invest in your products or services, they need to know that you’re someone to trust. Generating B2B Reviews: Unique Challenges. B2B products tend to be expensive and complicated.

B2B 68

B2B B2C CRM Surveys 68

Quality Contact Solutions

DECEMBER 31, 1969

B2B telemarketing lead generation and appointment setting is challenging. Script Introduction for B2B Telemarketing in a Highly Technical Industry. The key in B2B Telemarketing is to have a response at the ready which allows your team to overcome these common obstacles and urges the assistant to get the lead on the phone.

Telemarketing 66

Telemarketing Scripts B2B Sales 66

Satrix Solutions

MARCH 30, 2020

Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Think about it this way – online surveys often elicit relatively limited (although valuable) feedback across a large group of customer contacts. Advantages of In-depth Interviews.

B2B 78

B2B Feedback Surveys Personalization 78

OctopusTech

DECEMBER 8, 2020

We are excited to announce that Octopus Tech Solutions is a global B2B leader on Clutch’s directory. Located in the heart of Washington, DC, Clutch is a B2B ratings and reviews platform. Their team compiles shortlists of B2B companies according to their location and service line. The Manifest is a company listing site.

B2B 62

B2B Surveys Customer Support Feedback 62

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. This article was originally published by Gainsight.

B2B 78

B2B Feedback Consulting Consulting 78

ShepHyken

NOVEMBER 6, 2023

B2B leaders know their continued resilience, and recovery from the shocks of the past few years, is rooted in their customers. These surveys serve as valuable touchpoints for businesses to gather insights, gauge satisfaction and refine their strategies. I’m a fan of surveys, but only if they are done correctly.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

delighted

OCTOBER 11, 2021

If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. But here’s another obvious point: Many respondents simply skim-read surveys. A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback.

Surveys 89

Surveys Feedback Advertising B2B 89

Interaction Metrics

AUGUST 18, 2023

And it includes a company’s surveys! A survey asks about a customer’s interactions, but it is also in itself an interaction. And since the survey is a customer interaction , failing your customer satisfaction survey approach means you’ll likely leave your customer with a negative impression of your company.

Surveys 62

Surveys Feedback Metrics B2B 62

CSM Magazine

APRIL 20, 2023

Utilize Customer Feedback and Surveys to Determine What Areas of Your Program Need Improvement If you’re intent on optimizing your reference program, customer feedback and surveys should be the cornerstone of where to begin.

B2B 52

B2B Construction Metrics Feedback 52

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

delighted

FEBRUARY 15, 2021

When you start setting up a customer experience program, one of the first things you’ll consider is how many customer surveys to send out. The population size is the size of the entire community of people you wish to represent with the survey results. Survey sample size. The batch of people who respond to your survey.

Surveys 95

Surveys Feedback B2B Metrics 95

Jive

AUGUST 16, 2018

The 2017 Content Preferences Survey Report reported that 78% of buyers have used a case study for a B2B purchasing decision. Whether you’re a large or small B2B company, that means that most of your prospective customers will check out your case studies. The power of a B2B case study. When they do, will they be impressed?

B2B 74

B2B Telemarketing Marketing Surveys 74