SurveySensum

DECEMBER 4, 2024

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

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

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

Retently

MARCH 29, 2023

Tesla is a definite leader in NPS® benchmarks, taking into account that anything above 40 is still considered a very good score in the auto industry. So how does the world’s NPS leader achieve such a high level of customer satisfaction? Tesla takes ownership of the issue and acts It’s no wonder why Tesla has such a high NPS.

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Qualtrics

MARCH 14, 2019

And for customer experience teams it was a chance to get a look at the latest innovations on the Qualtrics Customer Experience Management Platform that are helping transform how the world’s most successful brands are delivering breakthrough experiences. B2B is different from B2C – now your CX program is too. Book a demo.

Innovation 46

Innovation Customer Experience B2B B2C 46

Steven Van Belleghem

MARCH 7, 2021

Can B2B companies use the same customer experience strategies as B2C companies? B2B organizations can indeed use the same type of CX strategies as B2C companies. So in that aspect, of blending the human touch with a seamless tech layer, they can still learn a lot from B2C companies. You could work with NPS.

Customer Experience 98

Customer Experience B2B B2C CX 98

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

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

Intercom, Inc.

MARCH 22, 2018

They’ve of course innovated in many areas since, but TaskRabbit was effectively trying to create this peer-to-peer local sharing economy model, which was new and different, and it just didn’t get to pure product/market fit quite as quickly. It’s really core B2C growth tactics, and also some of the B2B.

Start-ups 189

Start-ups Engineering B2C E-commerce 189

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Technology advances will continue to inspire new innovations in customer experience. How to overcome those challenges? Recognise your business is about the customer and not you. CX is a tough business.

CX 121

CX Customer Experience Education Machine Learning 121

Steven Van Belleghem

DECEMBER 6, 2021

That applies to both B2C and B2B businesses. Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. These considerations will help CX leaders plan for better expectation setting and innovative solutions for when things do go wrong.

CX 123

CX Customer Experience Non-Profits Social Media 123

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? What do you think? Would this tool be helpful for you?

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

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

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 platform is intuitive, easy to use, and is a good fit for both B2C and B2B businesses. It also helps to create a common language for the team to use during the development process.

Voice of the Customer 78

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

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

Aquire

AUGUST 12, 2021

This innovative campaign from Zoom, a competition for users to create their own virtual background, is a prime example of how social media can act as a rich source of user generated content. LinkedIn is often a favorite for B2B companies, whereas B2C companies tend towards Facebook, Twitter, and Instagram. 4) Live chat.

Social Media 98

Social Media Retail Entertainment Customer Survey 98

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. I love all of his books.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. How to overcome those challenges?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60

Gainsight

MAY 14, 2020

They’ve achieved a 40 point increase in NPS scores with smaller segment accounts (on par with an NPS similar to B2C organizations) and a 50% efficiency improvement using pooled resources allowing customers to engage with each other. NPS scores are one of the key indicators for customer health.

NPS 52

NPS Social Media B2C Technology 52

CX Journey

APRIL 7, 2016

We have been part of many innovations and successes. Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). These four rules would work very well for B2C or B2B companies whose products have become commoditized and who want to differentiate on service.

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

A good NPS score is all relative. The true value of NPS data comes from identifying trends, themes, etc, rather than evaluating each individual score. Along with comparing their own NPS scores over time, businesses should also evaluate their NPS score relative to industry standards and competitors to determine what’s “good” for them.

NPS 52

NPS E-commerce Transportation Healthcare 52

SurveySensum

NOVEMBER 22, 2024

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) Businesses of all sizes aiming to optimize their NPS program Automated NPS surveys Deep segmentation and analysis Customizable surveys Contact their team for details 4.6 (5)

Text Analytics 52

Text Analytics Sentiment Analysis NPS Actionable Insights 52

Confirmit

MAY 29, 2018

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. Bring in the Voice of the Customer to fuel innovation throughout the organization. The Business Debate with Claire Sporton, SVP, CX Innovation, Confirmit. White Paper.

Voice of the Customer 40

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