ECXO

JULY 10, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. Proactive and Predictive Insights Traditional NPS feedback often reflects past interactions, which may lose relevance over time.

Sentiment Analysis 365

Sentiment Analysis Customer Feedback NPS Net Promoter Score 365

eglobalis

JULY 2, 2024

Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience. This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. Choose what matches your organization.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

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. Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

ClearAction

JANUARY 14, 2015

B2B customer experience is much more person-to-person than many think because of numerous departments weighing in on most purchase decisions, several functional areas from both the buyer and supplier firms interfacing for long periods before and after purchase, and the high monetary value and risky business impact of many B2B purchases.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

1 to 1

JULY 25, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. Proactive and Predictive Insights Traditional NPS feedback often reflects past interactions, which may lose relevance over time.

Sentiment Analysis 20

Sentiment Analysis Customer Feedback NPS Net Promoter Score 20

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? Diagnostic analytics.

Social Media 97

Social Media Net Promoter Score NPS Omnichannel 97

Lumoa

MARCH 20, 2018

Why are your customers turning away from you? Why is the retention of your customers so high/low? But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? So let’s start!

Net Promoter Score 107

Net Promoter Score Customer Experience B2C CEM 107