ShepHyken

SEPTEMBER 7, 2023

The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

FEBRUARY 16, 2020

While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. I’m sure the Instagram strategy won’t appeal to most B2B’s, but there’s still plenty of good ideas to consider. Top 5 B2B Customer Experience (CX) Best Practices for 2020! by Lipi Khandelwal.

Customer Service 260

Customer Service B2B Journey mapping Best practices 260

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. You’re overwhelmed with a flood of amorphous feedback that leads you nowhere fast.

B2B 78

B2B Surveys Feedback Customer advocacy 78

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. 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.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

JUNE 9, 2015

In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.” He said also that 87 million people (presumably the estimated number of passengers that flew Ryanair) said the survey was wrong.

Airlines 344

Airlines B2C Surveys B2B 344

ShepHyken

JUNE 23, 2020

The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Beware of survey fatigue! Consider a customer interview as an alternative to a survey.

Surveys 187

Surveys Feedback B2B Metrics 187

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. Who are your customers? Prioritizing Action.

B2C 122

B2C B2B Real estate Airlines 122

The Petrova Experience

JANUARY 28, 2025

Businesses need customer feedback collection to thrive in a competitive market. Everyone thinks they are collecting and acting on customer feedback, yet 80% of US companies failed to increase customer satisfaction since 2010. So, despite what many companies think, they are not actually collecting meaningful feedback.

Feedback 40

Feedback Healthcare Surveys Customer retention 40

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

delighted

APRIL 27, 2021

For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Product survey best practices. These surveys should be carefully crafted without any leading questions.

Feedback 98

Feedback Surveys Management Advertising 98

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 90

Surveys Feedback Advertising B2B 90

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 98

B2B Customer Service B2C Interactive Voice Response 98

Beyond Philosophy

OCTOBER 11, 2019

People always ask me whether emotions apply in business-to-business (B2B) customer experiences. Moreover, realizing the power of emotions in the B2B experience renews your commitment to improving that relationship and your Customer Experience. RICOH Canada also engages in Verbatim Zone Employee Engagement surveys.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

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.

B2B 73

B2B Surveys Customer centricity Construction 73

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. Are they providing feedback—and how much is positive versus negative? Not sure where your customers go when they’re online?

Customer Service 224

Customer Service B2B B2C Accountability 224

PeopleMetrics

FEBRUARY 25, 2025

But for B2B companies and high-end B2C businesses, the experience starts long before a contract is signed. The Champion Cycle: Still Spinning, But Faster Remember the Champion Cycle we uncovered in our research with 800+ B2B decision-makers? Id like to dive in deeper here given its importance to B2B sales.

B2B 62

B2B B2C Sales Construction 62

Interaction Metrics

DECEMBER 22, 2022

How happy were your B2B customers this year? B2B Customers: The Guide to Building Better Surveys. The reason I ask is that most B2B customers are having mediocre experiences: The software development company ClearlyRated finds that B2B sectors like manufacturing, engineering, and banking have NPS scores in the mid-40s.

B2B 62

B2B Surveys Banking Engineering 62

PeopleMetrics

JANUARY 13, 2025

How AI Enhances Customer Listening and Action Taking In 2018, customer listening was often limited to surveys and manual analysis. Today, AI has made it possible to listen and act on feedback across every channelemails, chats, reviews, and even voice interactionsin ways that were unimaginable back then. Take H&M, for example.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Ask your customers for feedback.

Customer retention 156

Customer retention B2B Surveys B2C 156

delighted

APRIL 12, 2024

Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue.

Surveys 98

Surveys Feedback B2B SaaS 98

ShepHyken

FEBRUARY 12, 2018

My Comment: Here is an article filled with a lot of great information and lots of examples from recognized brands that are relevant to all businesses (B2B and B2C). From Surveys to Transformation: Take Your Customer Experience to the Next Level by Paul Warner. Moore, Executiv e Editor at MarTechExec. The future is now!

Customer Service 195

Customer Service B2C B2B Feedback 195

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? This series of monthly B2B CX articles explores the nuances of business customer experience. This single fact means a lot.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

AWS Machine Learning

MARCH 4, 2024

Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Open-ended survey questions allow responders to provide context and unanticipated feedback. This post is co-written with Sherwin Chu from Alida.

Feedback 119

Feedback APIs Engineering Surveys 119

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

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

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. It’s easy to miss the new B2B buyer demands. Plan for collecting and acting on consumer feedback. . Internal organizational silos are known in B2B SaaS. For example.

SaaS 185

SaaS Customer Experience B2B Feedback 185

Interaction Metrics

JANUARY 7, 2025

In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

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

ClearAction

OCTOBER 10, 2017

Solving Complex Challenges through B2B Customer Experience Lynn Hunsaker. Contextual information about the voice-of-the-customer helps to prioritize people’s thinking to change how programs are funded and resourced, and how projects are prioritized in response to that customer feedback.”

B2B 83

B2B Customer Experience Customer advocacy Best practices 83

PeopleMetrics

MARCH 26, 2018

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. If you're a B2B company, you may think about the first interaction prospects have with your sales team. Optimizing the feedback collection experience.

Feedback 85

Feedback Surveys B2B Call Center 85

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . 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? B2B companies sell to other companies. B2C companies sell to consumers.

Journey mapping 78

Journey mapping B2C B2B Surveys 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 180

Customer Service Self service Surveys Contact Center 180

Nicereply

JUNE 17, 2021

As a B2B SaaS company that works with organizations to provide employee programming, recognition incentives, and rewards, our Customer Success team fields a range of inquiries. People at Cooleaf wanted to find a tool that enabled them to maintain high-level of customer satisfaction & gather valuable customer feedback.

Feedback 105

Feedback SaaS B2B Education 105

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 88

B2B SaaS Education Brand ambassadors 88

GetFeedback

AUGUST 14, 2019

I’m going to assume you know that you must act on the feedback you’re getting from customers — and are already doing so. You are acting on the feedback, right?!). As all of the changes noted earlier happen, the surveys must also evolve to capture feedback about all of the new things going on in your business or industry.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ShepHyken

MAY 18, 2018

Surveys of customers frequently show that customers are usually willing to pay more for a product if the brand provides superior service. Request Feedback One of the most effective measures of customer satisfaction is to gather customer feedback through short, convenient surveys. The Experience.

Advertising 198

Advertising Surveys Feedback B2B 198