ECXO

DECEMBER 4, 2024

The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Here are some common KPIs used in each sector: 1. SaaS companies a. Customer Retention Rate: This KPI measures the percentage of customers who renew their subscriptions over a specific period.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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.

Customer Experience 453

Customer Experience Net Promoter Score VOC Government 453

SurveySensum

DECEMBER 4, 2024

This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. What is NPS in Banking and Other Financial Institutions? And this is where NPS comes into play.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

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

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) The first, a B2C example, involves a major player in the cable television industry. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. So, let’s get started.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

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. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Customer Experience Measurement: A successful customer experience requires continuous measurement and management.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. While it shines in NPS insights, CustomerGauge falls short in a few key areas. Heres why businesses look for CustomerGauge alternatives: 1.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. Scroll down and find out.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

CSAT.AI

SEPTEMBER 29, 2022

As we’ve stated CSAT and NPS are two often talked about (and argued about) metrics. Let’s go deeper into a few more customer success metrics. The following KPIs help you plan your strategy and monitor your revenue and costs of customer success. Customer Health Score (CHS). Is it easy for customers to reach you?

Sentiment Analysis 107

Sentiment Analysis B2B B2C Customer Acquisition 107

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

Aquire

OCTOBER 19, 2021

On the contrary, you need robust customer analytics to understand complex customer behavior – especially in a digital world where customers go through multiple stages and are willing to conduct a whole load of research to determine what to buy and when. What are customer analytics? Customer lifetime analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Onboarding metrics, such as average time-to-value.

Customer Journey Map 109

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 109

Retently

FEBRUARY 27, 2019

Better customer service equals a better customer experience. In turn, that will make your existing customers more likely to become loyal long-term clients. But how do you offer top-notch customer service that boosts customer retention and increases customer lifetime value? NPS survey.

Social Media 111

Social Media NPS Start-ups Net Promoter Score 111

1 to 1

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 26

B2B CX CX Transformation Net Promoter Score 26

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? So let’s start!

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

SurveySensum

DECEMBER 2, 2024

It is a robust customer experience solution aimed at helping businesses make sense of NPS , predict churn rates, and get customer feedback. With CustomerGauge, launching surveys in campaigns is a breeze, allowing you to track retention metrics against your targets and see how your efforts are paying off.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Non-Profits B2C B2B 60

Totango

JUNE 4, 2021

For instance, if a customer is using a new feature for the first time, you might set up your software to provide a tutorial link. Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Rewards will differ from B2B to B2C customers.

B2C 63

B2C Customer Journey Map NPS B2B 63

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction. to make them achievable.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. Are you doing it wrong? Mark these points on your map.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Customer effort score (CES).

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

eglobalis

AUGUST 19, 2024

Introduction We’re not here to drive the final nail into the coffin of NPS. While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before.

NPS 438

NPS Net Promoter Score VOC Actionable Insights 438

1 to 1

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?”

Sentiment Analysis 20

Sentiment Analysis Customer Feedback Net Promoter Score NPS 20

Qualtrics

FEBRUARY 26, 2019

In the latest in our series of “ Customer Experience Visionaries “, Rachel Richter, VP of Customer Insights at Dun and Bradstreet, joins us to talk about bringing together quantitative and qualitative data to improve customer retention, creating a data-driven culture, and corporate social responsibility.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time.

B2B 40

B2B VOC B2C Start-ups 40

SurveySensum

NOVEMBER 22, 2024

5) InMoment Large enterprise-level companies In-app surveys Customer segmentation Custom reporting and dashboard Contact their team for details 4.7 (5) 5) Retently Businesses of all sizes looking for a flexible and scalable survey tool No-code survey creation Automated follow-ups Precise NPS measurement $25/month 4.7 (5)

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

NOVEMBER 25, 2024

InMoment Large enterprise-level companies Experience Hub allows company-wide sharing of feedback from customers Contact for detailed pricing 4.7 NiceReply Businesses of all sizes looking to gather feedback from multiple stakeholders One-click signature NPS surveys Real-time feedback management $59 per month 4.5

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52