PeopleMetrics

FEBRUARY 25, 2022

These are the most frequently asked questions about customer experience. What is customer experience? Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

InteractionMetrics

APRIL 17, 2025

Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints. Best For Large companies that need to manage customer experience across multiple channels and want strong AI tools for analyzing surveys with written or spoken feedback.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Retently

MARCH 14, 2023

NPS surveys focus on existing customers who have already purchased and used the product to measure their loyalty and satisfaction with the brand, including customer service, UI/UX, operations, etc. Timing Product reviews are gathered after a customer purchases and engages with the product.

NPS 136

NPS Net Promoter Score Customer Satisfaction Customer Feedback 136

Retently

AUGUST 22, 2024

A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. Originally, the NPS surveys were sent at standard intervals, such as every quarter, once every six months and so on.

NPS 78

NPS Invoicing Touchpoint Start-ups 78

Aquire

AUGUST 12, 2021

LinkedIn is often a favorite for B2B companies, whereas B2C companies tend towards Facebook, Twitter, and Instagram. Sephora offers multiple options to customers through Facebook Messenger. 3) Customer surveys. Surveys offer you the opportunity to shed light into what your customers think. Image source.

Social Media 98

Social Media Retail Entertainment Customer Survey 98

Zendesk

OCTOBER 20, 2023

A customer persona includes: Demographics Personal information Needs and pain points Personal goals and motivations Preferred communication channels Before diving into your customer persona, consider data and analytics from your current customers, review prior feedback and surveys, and interview current customer service agents as a starting point.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Aquire

NOVEMBER 12, 2021

For some brands, the customer and the user are the same person. That is usually the case for B2C products, but in B2B industries, the customer and the user might be different. Either way, you must know your customers and users when talking about customer experience vs. user experience. What is user experience?

Net Promoter Score 72

Net Promoter Score Customer Experience NPS CX 72

Lumoa

OCTOBER 31, 2018

Also, companies really need to transform their structures to reflect customer centricity. Let’s think in customer touchpoints instead. Plan transformation, reflect what business case makes it necessary, and take your co-workers and customers with you, that’s what we are doing. Three words: voice of customer.

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Qualtrics

FEBRUARY 26, 2019

On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. We also conduct an annual customer survey across that entire Worldwide Network, supported by both the partners and a few corporate teams. I love that.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

eglobalis

AUGUST 19, 2024

We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Frustrations with NPS Oversimplification of Customer Sentiment NPS categorizes customers into promoters, passives, and detractors based on a single question. This is the final part of my trilogy about NPS.

NPS 452

NPS Net Promoter Score VOC Actionable Insights 452

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Close the Loop CX B2C 26

SurveySensum

NOVEMBER 22, 2024

Customizable survey editor with DIY capabilities Survey sharing and gathering via multiple channels Advanced and AI-enabled text and sentiment analytics Advanced and analytical reporting capabilities Role-based analytical survey dashboards Real-time ticketing management $99 per month 4.6 (5) 5) Promoter.io 5) Promoter.io

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

SurveySensum

NOVEMBER 25, 2024

End-to-end feedback management In-built survey templates Seamless Integrations Contact Management AI-enabled text and analytics software Role-based analytical dashboard Advanced analytical reporting capabilities Starts at $99/per month 4.7 In the free plan, you get 25 survey responses. Not Available 4.7

Text Analytics 52

Text Analytics Sentiment Analysis NPS Customer Feedback 52