Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion.

Social Media 157

Social Media NPS Net Promoter Score Customer Satisfaction 157

ECXO

AUGUST 12, 2024

This article explores the top MarTech solutions that are revolutionizing CX, the challenges the industry faces, and how these technologies are being leveraged across different global markets to drive B2B success. Become a member now: [link] Global Impact of MarTech on B2B CX Created by DALL-E with all rights reserved to ECXO.org.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

Hodusoft

MARCH 18, 2025

The Importance of Social Media Integration in Ecommerce Contact Centers Before we start with the blog, let’s do a quick experiment. If you are already logged into your social media account, click on the search bar, and type the name of one or multiple e-commerce companies you can think of. How many can you find?

Social Media 52

Social Media Contact Center E-commerce Retail 52

eglobalis

JUNE 27, 2024

This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights. However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 490

Customer Experience VOC Net Promoter Score Government 490

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense. Emotional Value Index (EVI) Measures the emotional impact of customer interactions.

Net Promoter Score 459

Net Promoter Score NPS CX VOC 459

Customer Experience Matrix

DECEMBER 14, 2009

Summary: Social Agency’s Spredfast helps marketers schedule social media campaigns the same way they schedule paid advertising. If social media worked the same way, companies would first buy a monitoring system to track what’s being said, followed by tools to respond to comments made by others.

Social Media 106

Social Media B2B Construction Technology 106

ECXO

FEBRUARY 3, 2025

Negative Word-of-Mouth and Online Reviews A single bad customer experience can have a huge ripple effect. Thanks to social media and review platforms, unhappy customers now have megaphones to share their dissatisfaction. Example: A customer calls in to complain about a late order.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

ECXO

JULY 29, 2024

This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights. While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

CX 120

CX Customer Experience Net Promoter Score NPS 120

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. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

TeamSupport

MARCH 23, 2021

According to a study by B2B International , B2B companies that are truly customer-oriented are only 14%. This shows that B2B organizations need to focus more on their customers. By providing superior customer support, B2B companies can differentiate their brands and improve their profits.

B2B 105

B2B Artificial Intelligence Social Media Customer Loyalty 105

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability.

NPS 105

NPS B2B Net Promoter Score Actionable Insights 105

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? Social media.

B2B 98

B2B Customer Service B2C Net Promoter Score 98

ECXO

JUNE 19, 2024

By analyzing social media posts, product reviews, and other user-generated content, AI can identify patterns and sentiments that inform the design process. In the end of the day, it all only will benefit the customers independent of who your company is serving B2B or B2C.

AI 386

AI Customer Experience Legal Manufacturing 386

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

B2B 88

B2B Net Promoter Score Education Social Media 88

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. The company needs to ensure the feedback is addressed systematically.

B2B 78

B2B Customer Survey Net Promoter Score Social Media 78

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 96

Customer Feedback Net Promoter Score Customer Satisfaction NPS 96

Retently

JULY 28, 2019

Tech maturity of customer success teams who automate their key processes strongly correlates to significant business growth. Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. Automate the feedback loop.

Customer Feedback 86

Customer Feedback Sentiment Analysis NPS Customer Experience Management 86

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? Improve Customer Loyalty.

Customer Feedback 74

Customer Feedback Social Media Net Promoter Score NPS 74

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

SurveySensum

FEBRUARY 17, 2025

Are you still analyzing your customer feedback manually? In this digital age, where feedback can be gathered from multiple sources from social media posts to online reviews, it has become imperative that you dont miss anything as each of these customer activities can be valuable for your business.

Text Analytics 52

Text Analytics Sentiment Analysis Social Media Machine Learning 52

Callminer

FEBRUARY 27, 2019

While the cost of in-person interviews is the highest among all forms of interview, it is still considered to be the most useful form for building trusting customer relationships. Hospitality isn’t just about providing what a customer (guest) asks for. Analyze your customer feedback data and scrutinize it. “A

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Fonolo

SEPTEMBER 19, 2017

They feature original research and cover topics such as consumer channel preference, the growth of chat, the ROI of social media for customer support, and much more. Methodology: “[we]… surveyed over 100 customer service leaders. Only 15% of executives were able to measure the ROI form social media support.

Social Media 89

Social Media Contact Center B2C Customer Satisfaction 89

Retently

NOVEMBER 27, 2023

Surveying channel that fits with your target audience: Figuring out the most effective channels to capture customer feedback can be a challenging task, as businesses have little insight into where and when to survey their customers. Retently simplifies the entire process of collecting and analyzing customer feedback.

NPS 146

NPS Net Promoter Score Customer Feedback Social Media 146

Callminer

AUGUST 6, 2019

Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media. As more customers seek to engage businesses through other channels than voice (e.g., Social media. It’s no different when it comes to delivering on the customer experience.

Contact Center 140

Contact Center VOC Social Media Artificial Intelligence 140

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

SurveySensum

AUGUST 22, 2023

They take this feedback to heart, make the necessary adjustments, and boom—user engagement shoots up by 30%. This isn’t just luck; it’s the outcome of a strategic approach to customer feedback. In the realm of SaaS, such success stories are born from leveraging customer feedback. Not only that.

Customer Feedback 52

Customer Feedback Sentiment Analysis Net Promoter Score B2B 52

ECXO

MAY 11, 2023

Collect and analyse customer data and feedback – gather feedback – structured and unstructured – from customers through various channels. The telecoms giant has a customer experience programme that focuses on understanding customer needs and delivering personalised experiences.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

Steven Van Belleghem

SEPTEMBER 17, 2020

Unilever now wants to serve its end customers directly. End customer focus in B2B. More and more B2B companies are starting to determine their strategy based on a closer end customer relationship. In the past, this kind of information was often difficult to obtain in the B2B market.

Manufacturing 98

Manufacturing B2B Retail Social Media 98

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Social media posts. Customer satisfaction and feedback surveys. Elicit Frequent Feedback.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Zendesk

SEPTEMBER 19, 2023

Finding the right customers—especially ones who choose your offerings over an industry favorite—is one of the most important challenges for business-to-business (B2B) startups. He also mentions the importance of gauging customer loyalty, satisfaction, and experience by collecting information with a Net Promoter ScoreⓇ (NPS).

Net Promoter Score 91

Net Promoter Score NPS Social Media B2B 91

SurveySensum

SEPTEMBER 13, 2023

In the dynamic landscape of B2B manufacturing, where innovation is the lifeblood of progress, the power of customer feedback cannot be overstated. That’s the transformative potential of harnessing customer feedback, and in the year 2023, it’s not just an option – it’s an imperative.

Manufacturing 52

Manufacturing B2B Compliance NPS 52

Zendesk

JUNE 1, 2021

It’s also a good idea to be clear about what steps you take to protect a customer’s privacy. B2B vs. B2C customer profiles. The data you collect for customer profiles will vary depending on whether you’re a B2B company or a B2C company. A customer profile in a B2B context maps out the client company.

Social Media 86

Social Media B2C CRM B2B 86

SurveySensum

JULY 28, 2023

Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. We’ve got you covered with the 7 best trends that will revolutionize your customer experience and propel your business to new heights. By offering a top-notch omnichannel support solution to their customers.

B2B 52

B2B Customer Experience Artificial Intelligence Omnichannel 52