eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. These tools enable executives to make informed decisions based on real-time customer data.

CX 238

CX CX Transformation B2B B2C 238

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Thanks to the higher response rate of B2B NPS surveys, business-to-business companies can have more confidence in their data which allows them to make meaningful, effective decisions to improve customer retention.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147

ECXO

MARCH 6, 2025

Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line. Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers.

CX Transformation 339

CX Transformation B2B CX Government 339

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty. Given its significance, how do you improve your Net Promoter Score? Lets jump right in!

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 126

Net Promoter Score NPS Customer Retention Innovation 126

eglobalis

SEPTEMBER 5, 2024

Service/Product Adoption Rate Tracks the percentage of customers actively using key features or the product overall. How it complements CX : Successful adoption depends on effective onboarding and usability, illuminated by CX metrics through customer feedback.

Net Promoter Score 429

Net Promoter Score CX NPS VOC 429

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

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. If you completed it, did you have any valuable feedback to share? Is it an efficient way to gain meaningful feedback? If it does, why?

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

eglobalis

MARCH 30, 2025

[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? With diverse data feeding in, companies report feeling less dependent on one metric.

AI 326

AI CX Sentiment Analysis Predictive Analytics 326

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives.

CX 450

CX Finance Customer Journey Map Innovation 450

ECXO

MARCH 15, 2024

How to Avoid the Sins Poor customer retention: Often, this pitfall is a result of not listening to customers. When customers feel unheard or undervalued, they are likely to take their business elsewhere. Actively seeking and acting on customer feedback can significantly improve customer retention.

Customer Experience 290

Customer Experience VOC Net Promoter Score Innovation 290

InteractionMetrics

MARCH 27, 2025

What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Thats customer retention at workusing incentives and positive experiences to keep you coming back.

Customer Retention 52

Customer Retention Net Promoter Score NPS Predictive Analytics 52

ECXO

DECEMBER 4, 2024

The specific KPIs used may vary depending on the company’s goals, industry, and customer segment. Here are some common KPIs used in each sector: 1. SaaS companies a. Customer Retention Rate: This KPI measures the percentage of customers who renew their subscriptions over a specific period.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion. free trial.

Social Media 155

Social Media NPS Net Promoter Score Customer Satisfaction 155

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. on a scale from 0 to 10) " after each customer purchase or interaction. So, what is the right way to collect customer feedback ? But guess what?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

SurveySensum

OCTOBER 17, 2024

73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! This is where customer feedback analytics solutions come in. It helps you decode the true potential of customer data and open up new growth avenues.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Enhance training programs for your service team based on real feedback.

CRM 52

CRM Customer Feedback Touchpoint NPS 52

ProProfs

SEPTEMBER 25, 2017

Well, if you are a business owner and not sure what your customers think of your product or service, it’s time you start surveying them. With Net Promoter Score (NPS) you will be able to measure their loyalty and drive business growth. What is Net Promoter Score. Let’s first understand what NPS means.

Net Promoter Score 51

Net Promoter Score NPS Social Media Customer Satisfaction 51

SurveySensum

APRIL 14, 2023

It is crucial for a business to focus on giving services/products that satisfy its customers. The more satisfied the customers are, the more brand loyalty will be. So, how can a business understand whether its customers are satisfied or not? Customer feedbacks! What is the Net Promoter Score?

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 52

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Lumoa

NOVEMBER 19, 2017

Luckily there are more and more success stories in this field as well: companies who manage to ask the right question in the right place at the right time, not to burden customers with the surveys too much and who have a consistent method for analyzing the data, extracting the insights and acting on feedback. Where to ask for feedback?

Customer Feedback 114

Customer Feedback Net Promoter Score NPS Start-ups 114

Zendesk

APRIL 5, 2022

It’s now more important than ever for support teams to track customer retention metrics. You want to ensure you’re putting your best customer service foot forward so buyers continue doing business with you. We surveyed top SaaS support teams to identify the most important customer retention metrics to measure.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Fonolo

SEPTEMBER 7, 2017

And as you know, a happy customer is the result of having positive experiences with your business, which leads to increased customer satisfaction and ultimately revenue generation. While CSat tells you how happy customers are, NPS measures customer loyalty, and CES helps you understand where grievances lie.

Customer Satisfaction 111

Customer Satisfaction Net Promoter Score Contact Center NPS 111

PeopleMetrics

OCTOBER 22, 2015

As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement. Using Net Promoter Score. Using Customer Engagement.

Net Promoter Score 106

Net Promoter Score NPS Voice of the Customer Customer Satisfaction 106

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1.

Voice of the Customer 87

Voice of the Customer Customer Feedback CEM Net Promoter Score 87

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. What Is NPS Software?

NPS 108

NPS Net Promoter Score Customer Satisfaction Customer Retention 108

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty.

NPS 135

NPS Net Promoter Score Customer Satisfaction Customer Feedback 135

PeopleMetrics

JANUARY 20, 2015

Listening and Responding to Customer Feedback. Cater to the customer''s individual need? That''s why it''s so important for companies to listen and respond to their customers. Listening to customer feedback and responding to it creates an environment centered on understanding. Little help?".

Net Promoter Score 108

Net Promoter Score Customer Experience Voice of the Customer Construction 108

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff. What questions do you include to not only garner responses but also drive your business forward?

Customer Feedback 92

Customer Feedback Net Promoter Score Customer Satisfaction NPS 92

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 90

Customer Retention Customer Journey Map Net Promoter Score Scorecard 90

Lumoa

MARCH 20, 2018

Long-term actions are based on the analytics results of the customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Identifies patterns & recurring pain points in customer feedback. Tracks how customer sentiment, retention, and support efficiency have evolved over time. Whats in it for you?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90