eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

ECXO

JULY 10, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Experience Investigators

JULY 9, 2024

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Curious about how AI can elevate customer engagement and productivity?

CX 103

CX Artificial Intelligence Predictive Analytics B2C 103

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

1 to 1

JULY 25, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback NPS Net Promoter Score 20

SugarCRM

AUGUST 19, 2019

It’s not just tech that’s advancing the way the industry operates: customer expectations have similarly evolved over the last decade, forcing everyone in the supply chain to up their game.

Manufacturing 20

Manufacturing Sales Predictive Analytics CRM 20

Shep Hyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? And they should as it’s probably the cheapest and simple way of finding opportunities to improve the customer experience.

Predictive Analytics 65

Predictive Analytics Customer Journey Map Touchpoint Customer Relationship 65