And most customers who suffer a bad customer experience spread negative word-of-mouth. Recent research* conducted by B2B International found that only 14% of large B2B organizations are truly customer ...

People tend to have difficulty explaining exactly why they like a product or experience, yet Voice of the Customer (VoC) is most B2B companies' method of choice for driving customer input. But just ...

Customer experience has long been considered to be a greater priority for B2C companies, but it is now clear that B2B buyers expect their vendors to supply consumer-level customer service.