Ryan Higginson argues existing solutions, while useful, struggle to bring together the many touchpoints found in B2B, and therein lies the key challenge for businesses when collecting feedback.
Tag: B2B Feedback
“B2B clients are starting to think like B2C customers.”
We spoke to CX expert Shep Hyken on B2B feedback, and how B2B clients are becoming more like B2C customers with their expectations.
Feedback in a B2B environment
Recent discussion has focused on measures such as Net Promoter Score (NPS) for B2B, arguing that the broad range of KPIs for businesses nowadays means that condensed measures are far less useful, with the example of NPS cited as “a very poor predictor of customer loyalty and customer satisfaction.”