eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

ECXO

MARCH 11, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer.

B2B 311

B2B CX CX Transformation Net Promoter Score 311

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis 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.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Measuring Success and Impact To ensure the effectiveness of your customer experience efforts, it is critical to define clear metrics, scorecards, and KPIs to measure its impact comprehensively.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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. It is an evolution of more and more aware customers who are influenced by their B2C experiences and expect the same, if not better from other experiences as a customer. How to overcome those challenges?

CX 121

CX Customer Experience Education Machine Learning 121

1 to 1

APRIL 10, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer.

B2B 26

B2B CX CX Transformation Net Promoter Score 26