ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Leadership Commitment and Vision Leading a customer experience transformation starts at the top.

CX Transformation 314

CX Transformation B2B CX Government 314

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 97

Net Promoter Score NPS Finance Customer Satisfaction 97

eglobalis

SEPTEMBER 5, 2024

It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success. To achieve this, businesses must go beyond traditional, siloed approaches and explore both Customer Success (CS) and Customer Experience (CX) metrics.

Net Promoter Score 382

Net Promoter Score CX NPS VOC 382

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. Checking customer support tickets.

CX 115

CX Customer Experience Net Promoter Score NPS 115

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

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. What is Net Promoter Score? The Ultimate Guide to Customer Support. WHITEPAPER.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score NPS Close the Loop Customer Satisfaction 133

SurveySensum

MAY 26, 2023

What is Net Promoter Score (NPS)? Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? If not, don’t worry—you’re not alone.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Loyalty 52

SugarCRM

AUGUST 28, 2020

Since its conception in the early 2000s, Net Promoter Score (NPS) has been a widely used metric to help businesses identify their most loyal customers. In simple terms, the NPS system creates an opportunity to ask customers whether they would recommend a business to others and then asks why or why not.

Net Promoter Score 57

Net Promoter Score NPS CRM Customer Relationship Management 57

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. and that’s exactly what customers want.

Net Promoter Score 145

Net Promoter Score Customer Experience Social Media NPS 145

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

PeopleMetrics

MAY 13, 2021

Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Watch on YouTube. ? Sign up for more PeopleMetrics LIVE!

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Now, were here to share that knowledge with you.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Experience Investigators

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Customer Think

SEPTEMBER 6, 2024

This article was originally posted on: [link] Introduction Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty and satisfaction. However, its effectiveness and relevance have come under scrutiny.

Net Promoter Score 90

Net Promoter Score NPS Customer Loyalty Customer Relationship 90

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. But there are still some companies who don’t measure customer experience at all. Some of them are laggards and fully aware that customer experience is one of their major weaknesses.

Net Promoter Score 76

Net Promoter Score Customer Experience Scorecard B2C 76

Retently

MARCH 14, 2023

By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.

NPS 134

NPS Net Promoter Score Customer Satisfaction Customer Feedback 134

Retently

MARCH 16, 2022

What is the role of Customer Success? SaaS companies were the early adopters of Customer Success, as customer retention started to become a real challenge. The Customer Success Manager (CSM) is thus not a passive role. This is very different to the much more reactive position of a Customer Support representative.

Net Promoter Score 157

Net Promoter Score Customer Retention Customer Relationship NPS 157

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. You can also achieve similar figures by building an omnichannel customer experience tailor-made for your business. Net Promoter Score – NPS 2.

Omnichannel 78

Omnichannel Net Promoter Score Customer Experience Social Media 78

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. Some companies have large departments dedicated to Customer Experience and analysis of customer opinion.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

SurveySensum

DECEMBER 4, 2024

More than often, customers are attracted to banks that value them and offer good service. This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth. And generally, a negative score indicates poor performance because of more detractors.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Beyond Philosophy

MAY 22, 2021

Inspired by the article “ Firing a Bad Customer in 2021 ” by Fred Reichheld, prolific author on customer loyalty and inventor of the Net Promoter Score (NPS), we discuss why you should fire some customers, how you should attempt to manage the situation, and how to go about it once you decide that a customer needs to go.

Net Promoter Score 109

Net Promoter Score Management Consulting NPS Customer Relationship 109

Retently

AUGUST 13, 2024

Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT). Wrapping Up There’s no one-size-fits-all approach to measuring customer satisfaction.

Customer Experience 107

Customer Experience NPS Net Promoter Score Customer Satisfaction 107

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others. While providing flawless customer experiences is a tall order, companies can set themselves apart by continually refining their CX.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Keep a finger on the pulse of your end-user experience.

NPS 96

NPS Net Promoter Score B2B Construction 96

Totango

SEPTEMBER 1, 2020

Renewal Is a Product of the Customer Experience. The above list of common causes of churn should make it clear that churn is not a failure of customer success renewal efforts. Renewal decisions are made at any time during the customer journey and are the direct result of the customer experience.

Net Promoter Score 111

Net Promoter Score Close the Loop NPS Construction 111

ClearAction

DECEMBER 31, 2017

What is Customer Experience Strategy? Is “customer experience strategy” like the Wheel of Fortune spinner? As such, for instance, it’s a misnomer to claim that digital marketing is customer experience strategy. It spans the end-to-end customer life cycle. Lynn Hunsaker.

Customer Experience 79

Customer Experience Net Promoter Score Customer Journey Map VOC 79

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods. Business results are correlated with coordination of customer experience management methods.

Net Promoter Score 73

Net Promoter Score Customer Experience Close the Loop VOC 73

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

OCTOBER 17, 2017

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. One of the biggest is Comcast moving from a “product focus” to a “customer experience focus.” The Big Themes Of This Episode.

Customer Experience 23

Customer Experience Net Promoter Score NPS CX 23

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. Are they on the same page with you?

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Customer Knowledge (ways of understanding customers).

CRM 66

CRM CEM Non-Profits Customer Experience 66