Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). That’s because B2C CX is typically reactive. You capture direct customer feedback and respond when they are upset or leverage it when they’re happy.

B2B 49

B2B Customer Experience B2C NPS 49

Customer Bliss

JULY 12, 2016

In this position, he formed and chaired the organization’s Customer Experience Program Management Office, which coordinated and provided governance for customer-related activities across all of Nissan’s business functions. “The challenge with customer experience,” he says, “isn’t one thing.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

InteractionMetrics

NOVEMBER 3, 2023

If companies send multiple surveys at every step of the customer interaction, it gives customers the impression that no one on the other end reads their replies. Since AI has automated so much of CX, that may be true. With one question, the Net Promoter Score made customer satisfaction surveying easier than ever.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Customer Feedback Customer Survey 52