ECXO

MARCH 6, 2025

B2B relationships often involve relatively smaller numbers of clients compared to B2C, but each client can be deeply engaged. Direct conversations and close partnership with customers can yield qualitative insights that numerical survey scores alone wont reveal. Innovation goes hand-in-hand with continuous improvement.

CX Transformation 339

CX Transformation B2B CX Government 339

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Beyond Philosophy

JUNE 20, 2015

The first, a B2C example, involves a major player in the cable television industry. In order for the company to protect and build bonding levels, our counsel was that the organization must continue to find innovative ways to meet the emerging needs of its customers. The post When B2B and B2C Key Performance Metrics Flatline….

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Retently

JUNE 28, 2023

Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? Often, changing your pricing changes the customers you attract, making it easier for you to achieve positive sentiment and a higher Net Promoter Score.

Customer Satisfaction 135

Customer Satisfaction Net Promoter Score B2C Manufacturing 135

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. Increased innovation – CX leaders constantly seek new ways to create value for customers.

CX 156

CX Net Promoter Score Innovation Touchpoint 156

Customer Bliss

JUNE 20, 2017

With creativity, passion and award-winning know-how, Jackie supports service-orientated organizations and helps to improve their guest experience through innovation, engagement, and empowerment. The first several months included this foundational research, including some innovative research on co-creation programs with customers.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And generally, a negative score indicates poor performance because of more detractors. . Source: Retently 2024 NPS Benchmarks for B2B & B2C Therefore, a good NPS score in banks and other financial services will be 31 or any number above it.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.

Healthcare 0

Healthcare Customer Experience Net Promoter Score B2C 0

Lumoa

MAY 11, 2020

It can also act as a springboard for future innovations. One of the most popular customer experience metrics is the Net Promoter Score or NPS. This score involves just two questions. This platform is intuitive, easy to use, and is a good fit for both B2C and B2B businesses.

Voice of the Customer 78

Voice of the Customer VOC Net Promoter Score Start-ups 78

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Gainsight

JULY 20, 2022

Commonly used in marketing, this may be more relevant for B2C products rather than B2B. . Sentiment: Segmenting users according to measures like Customer Satisfaction (CSAT) or Net Promoter Score (NPS) is a direct way of identifying which customers love your product and which customers need some convincing. .

Net Promoter Score 59

Net Promoter Score NPS CRM Construction 59

Zendesk

OCTOBER 20, 2023

Look for innovations, new technologies, and best practices that can push your business until you’re an industry leader in customer experience and employee experience. B2C companies have a customer base of individual consumers, whereas B2B companies deal with businesses. Bain & Company, Inc., and Fred Reichheld.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

eglobalis

DECEMBER 17, 2024

Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny.

AI 340

AI CX Sentiment Analysis Net Promoter Score 340

Waypoint Group

AUGUST 1, 2018

Consider that there are two types of loyalty: Behavioral loyalty, which is often the mantra of B2C companies that measure loyalty through repeat purchase behavior, and. I hope you don’t just want a vanity metric… I think we’re all tired of those NPS press releases that promote a company’s own artificially-high/gamed Net Promoter Score.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Qualtrics

FEBRUARY 26, 2019

As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. 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.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

CX Journey

APRIL 7, 2016

We have been part of many innovations and successes. Instead of worrying about typical customer satisfaction measures such as share of wallet and net promoter scores, organizations that aim for dramatic change should look at the number of new value adding service ideas put into practice.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

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

OCTOBER 23, 2024

In Technology & Services Average NPS score – 61 This sector is quite wide, and the businesses provide a wide range of services – from IT support to software development. These companies are often known for their innovative and customer-centric approach, making way for the average NPS score of 61.

NPS 52

NPS E-commerce Transportation Healthcare 52

Confirmit

MAY 29, 2018

Bring in the Voice of the Customer to fuel innovation throughout the organization. There are variations for B2B and B2C organizations, between specific industries, and even between regions. The State of Customer Experience – Time to Get Real By Claire Sporton, SVP, CX Innovation, Confirmit and Steve Hurst, Engage Business Media.

Voice of the Customer 40

Voice of the Customer VOC Customer Journey Map Net Promoter Score 40