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

MARCH 30, 2025

This article examines in detail how businesses in both B2B and B2C contexts are leveraging AI, sentiment analysis, voice-of-customer (VoC) platforms, predictive analytics, and streaming data to capture customer insights in the moment.

AI 346

AI CX Sentiment Analysis Predictive Analytics 346

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. By embracing a more nuanced approach, organizations can gain a comprehensive understanding of customer sentiment, facilitating more informed decision-making and enhancing overall customer satisfaction.

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

PeopleMetrics

MARCH 18, 2025

Especially if you're a B2C business, your social reviews on platforms like TripAdvisor, Google, Yelp, or OpenTable aren't just feedbackthey can make or break your brand reputation. Additionally, proactively using VoC surveys to prevent negative social reviews before they happen is still best practice.

Sentiment Analysis 62

Sentiment Analysis VOC B2C AI 62

SurveySensum

DECEMBER 30, 2024

Qualtrics Large enterprises Predictive analysis Benchmarking Advanced reporting capabilities AI-enabled analytics Contact Qualtrics for pricing details 4.4 Medallia B2B and B2C businesses Real-time feedback management Customer journey mapping Text and sentiment analysis Analytical dashboards Contact Medallia for pricing details 4.5

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

SurveySensum

JANUARY 20, 2021

How should you kick off a VOC program? For a growth-stage company, these were the ‘whys’ to start a VOC program. How VOC can help you find your niche? Did you know that an efficient VOC program can help you find your niche and even gives you an edge over your competitors!! How to set an objective for your VOC program?

VOC 52

VOC Sentiment Analysis Social Media B2C 52

SurveySensum

SEPTEMBER 19, 2022

What is the voice of the customer (VOC)? What is Voice of Customer (VOC)? Voice of the Customer (VOC) is made up of two things — experiences and expectations. VOC is a term that is used to describe the experience and expectations that customers have from a business. Launch VOC surveys for FREE. Customer interviews.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52