B2B and B2B2C CX Discussion Community

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B2B CX benchmarking insights for Professional Serv ...

By: Danielle Holthaus, CCXP , 8 months ago

Posted in: B2B

Hi everyone, I'm new to this community, and wondered if anyone out there knows of any B2B CX benchmarking statistics/resources for the Professional Services industry (Accounting, Consulting, Tax, etc.)? ...
RE: Detractor follow-up

By: Lynn Hunsaker, CCXP , 11 months ago

Posted in: B2B

Hi Niyati, I'd like to add a longer view to the recommendations already provided for short term follow-up. Detractors might change their attitude about your brand based on conversation and remedies. ...

2 people recommend this.
RE: Detractor follow-up

By: Martha Brooke , 11 months ago

Posted in: B2B

Hi Mallorie, I got many questions about this following our last B2B CX roundtable because Rob Markey clearly advocated for these follow-ups! Your most robust data will come from interviewers who understand ...

1 person recommends this.
RE: Detractor follow-up

By: Mallorie Riley , 11 months ago

Posted in: B2B

Hi @Martha Brooke thanks for the great insight! I'm wondering if you can share any ideas on who should do these follow ups- i.e. is it CX/VoC folks, the sales/account managers, customer service, a combination? ...