ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. While the data was very fresh, we went on a global road trip to conduct cross-functional action planning workshops.

B2B 62

B2B Feedback B2C Enterprise 62

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

SmartKarrot

SEPTEMBER 8, 2020

If you are into a fast moving business, especially in a B2C environment, then your needs are mostly short term. Process goals, such as conducting a workshop, are not result-based. When results can be measured based on the feedback of your actions, you can check if your benchmarks are achieved. When it is not needed? Time-bound.

Benchmark 10

Benchmark B2C Feedback B2B 10