Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. B2B is much more about long-term relationship quality. Public Sector.

Customer centricity 100

Customer centricity B2C B2B Best practices 100

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ShepHyken

JUNE 26, 2023

There is something here for every type of business, large and small, B2C and B2B. There is something here for every type of business, large and small, B2C and B2B. Manage each of those moments the right way, and the customer comes back.

Customer Service 43

Customer Service Customer centricity B2C Entertainment 43

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

Peter Lavers

JULY 13, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. then please complete our short survey – it is quick and easy to complete.

Customer centricity 100

Customer centricity B2C B2B Marketing 100

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? App integrations.

B2B 98

B2B Customer Service B2C Interactive Voice Response 98

PeopleMetrics

JUNE 22, 2015

Email is still a smart and useful method of communication in the B2B sales world. is a great predictive sales technology that helps you understand how your buyers feel throughout the B2B sales experience. Rather than a closed-lost/closed-won survey, it provides real-time understanding of your prospects during their B2B buyer's journey.

B2B 99

B2B Sales Management Customer centricity 99

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Natalie Petouhof

JUNE 27, 2017

Tweet Customer-centric strategies have been the mainstay of B2C companies like Amazon and Google. But today B2B the landscape of business-to-business relationships is changing. This is why the emerging battle in B2B will be fought on the smart combining of digital and non-digital transformation to improve customer experience.

Customer centricity 49

Customer centricity B2B B2C Self service 49

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

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

ShepHyken

FEBRUARY 18, 2022

This week we feature an article by Anand Subramanian, a content writer from Freshflows , a product management app for B2B SaaS product teams. He shares how to improve the SaaS customer experience to encourage customer loyalty. It’s easy to miss the new B2B buyer demands. Deconstruct internal silos . For example.

SaaS 190

SaaS Customer Experience B2B Feedback 190

Peter Lavers

NOVEMBER 16, 2020

It’s another example of silo working and business management that is not customer centric. It is never more so as important as when it comes to trust within B2B relationships. It has resulted in a ground-breaking redefinition of B2B trust: “ The willingness to be vulnerable to another party and the decision to engage in.

B2B 130

B2B outsourcing Customer centricity Consulting 130

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. “Our customer experience team really wants to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are not normally suited to tackle.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

GetFeedback

AUGUST 14, 2019

Design a customer-centric culture. Has it been deliberately designed to be customer-centric? Being customer-centric means that the customer is at the heart of everything you do; before every decision you make, every product or process you design, everything you do, you pause to ask: “How will this impact the customer?

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

Peter Lavers

DECEMBER 1, 2020

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. Don’t forget there’s always an implicit promise of improvement that goes hand in hand with every customer centricity motivated change initiative. Not Another.

Chief Customer Officer 130

Chief Customer Officer B2B Customer centricity Surveys 130

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ijgolding

NOVEMBER 13, 2018

Right now, CX and Voice of the Customer (VoC) are considered to be the two most important areas of improvement if a business wants to remain competitive. For a B2B company, the ability to retain clients can be the difference between success and failure. WHY VOC WORKS WELL FOR B2B. DEPLOYING VOC IN A B2B ENVIRONMENT.

B2B 74

B2B B2C Automotive Finance 74

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.

B2B 78

B2B Feedback Consulting Consulting 78

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. Why is there a gap?

B2B 54

B2B Customer Experience Customer centricity Surveys 54

Satrix Solutions

JANUARY 24, 2022

Under these new conditions, one thing remains undeniable, a strong customer experience (CX) is a business imperative. Today, B2B customers stay loyal to organizations due to the experience they receive rather than simply the price or quality of a SaaS platform.

Customer Experience 97

Customer Experience B2B Customer centricity Feedback 97

Interaction Metrics

JUNE 21, 2023

Clients often ask: do we need to allow for customer anonymity in our surveys? Market researchers generally provide the option for customer anonymity so that respondents who might otherwise feel embarrassed or fear reprisal can answer honestly. He recently wrote “ Are You Undervaluing Your Customers?

Surveys 62

Surveys B2B Feedback Customer centricity 62

TeamSupport

AUGUST 17, 2022

The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them. Improving the customer experience can have a significant impact on customer retention, profitability, and growth.

Customer Experience 98

Customer Experience B2B B2C Customer centricity 98

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. The situation when B2B CX was very distant from B2C CX has been rapidly changing.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Totango

DECEMBER 10, 2019

As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . How to Increase Customer Retention for B2B Companies .

Customer retention 65

Customer retention B2B Enterprise Metrics 65

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. Surveys are only the foundational tool . If I say “Voice of the Customer” do you automatically think survey? More impact analysis is needed.

B2B 60

B2B Surveys Feedback Customer centricity 60

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

Customer Guru

MARCH 5, 2018

This article reinforced my perspective that the more women we have heading customer experience initiatives, the more customers would benefit. Zenger Folkman conducted a survey of over 7,200 leaders at various levels from organizations across the world and across sectors. What sets women apart from men in CX? Takes Initiatives.

Customer centricity 110

Customer centricity B2B Feedback Morale 110

PeopleMetrics

OCTOBER 25, 2017

Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Put the customer at the center of every decision. Billion in 2016 USD 13.18

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. It also stated that about 75 percent of companies believe that they are customer-centric, but only 30 percent of customers think that it’s true. Marketing and Technology.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

Anexa BPO

FEBRUARY 17, 2023

In today’s competitive business world, customer experience (CX) has become a critical component of any successful business strategy. 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.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

inmoment

AUGUST 4, 2020

Experience programs enable B2B brands to listen to clients, gather intelligence from employees, and attain a holistic understanding of where they fit in the marketplace. Well, as any customer experience (CX) practitioner knows, it’s not that simple. At face value, pitching an experience program internally may sound like a no-brainer.

B2B 52

B2B Education Customer centricity Surveys 52

TechSee

JULY 31, 2018

In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. B2B vs. B2C – Differing expectations. Post-service surveys & reporting – listening to the voice of the customer.

B2C 104

B2C Technology B2B Chatbots 104

TechSee

MAY 26, 2020

However, the data also revealed that this mindset had already begun to shift, with field service organizations aligning with other enterprises that have transitioned to more customer-centric models. Focusing on customer satisfaction as an outcome of the service interaction has led companies to shift their measures of success too.

Customer centricity 109

Customer centricity Metrics Engineering Government 109

The Petrova Experience

JANUARY 28, 2025

Or they are failing to act strategically on customer insights to drive CX transformation. Here is a common scenario we see as a customer experience consultant brought in to resolve underperforming CX. A B2B organization claims to have a robust customer feedback system in place. What is Customer Feedback?

Feedback 40

Feedback Healthcare Surveys Customer retention 40

Satrix Solutions

JANUARY 4, 2018

No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Within just a few years, our email inboxes would be flooded with surveys created using SurveyMonkey and the many other inexpensive survey applications. Consequences of In-House Surveys.

Surveys 60

Surveys Government B2B Feedback 60

C3Centricity

DECEMBER 1, 2020

According to Korn Ferry’s 2019 CMO Pulse survey, “As the champion of the customer, it is not surprising that CMOs cited customer centricity as their top strategic priority. I love these statements, as they clearly apply to their employees as much as they do to their customers, clients, consumers.

Marketing 102

Marketing Big data Customer centricity B2C 102