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Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

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.

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How to improve the customer experience for better customer retention in times of uncertainty — Part 1

delighted

A leader in the fintech space uses Delighted NPS surveys with additional questions to monitor their customer experience, and discovered that while their US customers were largely satisfied with their core product, they were unhappy with long support times for issues when they did arise. QR code surveys work great for printed materials.

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Navigating the Work-From-Home Contact Center from A to Z: An in-depth interview with Customer Service and Work-From-Home Expert, Michele Rowan

Vistio

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. And we sit on a lot of expensive real estate, and it’s been proven that it works really well. all those things.