CX, EX and ROX Blog

Maximize the Results of your B2B Voice of the Customer Programme: The Ultimate Guide

Well-run customer experience (CX) programs can help B2B companies grow the lifetime value of accounts, save them from churning, and generate warm referrals that drive new growth.

According to a McKinsey study, successful programmes lower customer churn by 10-15%, increase sales close rates by 20-40% and lower costs to serve by up to 50%.

In addition, B2B leads generated through warm referrals have on average a 4 times higher lead-to-deal conversion rate compared to sales prospecting or advertising.

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Are you happy with your VoC or NPS programs?

Creating a working Voice of Customer program is not a simple task. You think of just starting to ask a few questions and nudging a few people in the right direction, and it seems fairly easy in the beginning, but then things start to get complicated. How do you prove that the questions you are asking are actually reflecting the situation? Why should the company pay for a separate questionnaire, while there is a perfectly fine 20-page-long annual marketing survey? Technology costs how much? Can’t we just use a (enter any free software name here) for that?

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How to start your VoC Programme - Webinar Introduction

This video promotes the next Futurelab Weekly Webinar. We have already kicked off a serie of 13 weekly webinars around our CCC model - the recipe for a successful VoC implementation. 

This video focuses on the CORE of your programme - Who/When/What/How - your Data Strategy. You can register for the next webinar here or for any of the upcomming webinars in the series.

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Webinar: How to start your VoC Programme with the right Data Strategy

After the launch of the Futurelab Weekly Webinar last week, we now continue with the first webinar that goes more in-depth – how to start your Voice of the Customer programme.

What I am about to tell you may sound obvious – but most companies do not fully run this step at the beginning, while it is an absolute necessity. You need to establish your data-strategy.

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Customer Experience: Communication in Times of Uncertainty (And Beyond)

I originally wrote today’s post for CCW Digital. It appeared on their site on March 18, 2020. I’ve updated it to reflect some things we’ve seen and learned since then.

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Announcing the FWW: Futurelab Weekly Webinar

We are proud and happy to announce the launch of the Futurelab Weekly Webinar. As we have accumulated so many insights, cases and presentations over the past 17 years of customer strategy, CX, VoC and EX consultancy, we thought it’s about time to really start sharing that content - every Tuesday at 12.30 CET, so it's a nice half hour during your lunch break.

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ROX instead of ROI in the Contactcentre – a holistic approach

Join me for the webinar on Monday (in German).

Companies need a holistic understanding of the returns of a CX and EX program to take the contact center off the defensive and make it futureproof. Determining a Return on Experience (ROX) helps you show the rest of the organization that you are running a value center, not a cost center.

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Technology Trends Improving Customer Experience in 2020

Customer experience has become a necessity for business success. Every day, consumers have a greater ability to interact with businesses and brands, and the majority of them expect companies to understand their expectations from the start. Studies show that 73% of consumers say good experience with a company is instrumental in influencing their brand loyalty.

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