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

eglobalis

FEBRUARY 3, 2025

By adopting similar AI-powered customer data platforms (CDPs), your company can segment B2B audiences and deliver personalized marketing messages, enhancing customer retention and satisfaction. This enables businesses to address issues quickly and improve customer satisfaction.

B2B 385

B2B AI Predictive Analytics Sentiment Analysis 385

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

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. Break transformation into manageable phases (e.g.,

CX 234

CX CX Transformation B2B B2C 234

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

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. What is the Net Promoter Score Question?

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. What is the Net Promoter Score Question?

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others. What is the Net Promoter Score Question?

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

eglobalis

SEPTEMBER 5, 2024

How it complements CS : Real-time insights help CS teams respond quickly to customer concerns. Customer Retention Rate Measures the percentage of customers retained over time. How it complements CS : High retention is often driven by strong CS efforts, and CX data ensures emotional satisfaction contributes to retention.

Net Promoter Score 422

Net Promoter Score CX NPS VOC 422

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

Retently

MAY 15, 2024

If you’re managing a website and wondering how to gauge if your visitors are digging their experience, then Net Promoter Score ® might have popped up on your radar. Let’s start by looking at the pros and cons of surveying your website visitors for Net Promoter Score and direct feedback.

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

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

eglobalis

JUNE 27, 2024

Regularly updating the strategy based on customer feedback and evolving market conditions is crucial. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Customer Experience 453

Customer Experience VOC Net Promoter Score Government 453

ECXO

JULY 29, 2024

Regularly updating the strategy based on customer feedback and evolving market conditions is crucial. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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

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. Our advice?

Social Media 155

Social Media NPS Net Promoter Score Customer Satisfaction 155

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

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

SurveySensum

DECEMBER 6, 2021

What is a Good Net Promoter Score? Net Promoter Score is a standard customer experience metric that enables businesses to gauge their customer retention and loyalty. What is a Good Net promoter score®. Deep dive: How is Net promoter score® calculated?

Net Promoter Score 52

Net Promoter Score NPS Social Media Customer Loyalty 52

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

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. Net Promoter Score Net Promoter Score , or often, NPS, is a numerical part of the Net Promoter System, customer metric.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

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 320

AI CX Sentiment Analysis Predictive Analytics 320

SurveySensum

APRIL 14, 2023

What is the Net Promoter Score? Net Promoter Score (NPS) is a business metric that measures customer loyalty. It allows you to assess the likelihood of customers recommending your brand to others – which is a crucial factor in achieving long-term success. Let’s get started.

Net Promoter Score 52

Net Promoter Score NPS Customer Loyalty Close the Loop 52

eglobalis

OCTOBER 1, 2024

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. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments.

CX 443

CX Finance Customer Journey Map Innovation 443

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

Retently

JULY 11, 2022

In many cases one little mistake or inconsistency is enough for a Passive customer to become a Detractor, which ultimately will negatively impact your numbers. . Generally, you cannot entirely avoid churn, but by emphasizing and constantly increasing the value of your product you can persuade at-risk customers to change their mind.

NPS 150

NPS Net Promoter Score Customer Acquisition Start-ups 150

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Net Promoter Score 162

Net Promoter Score Customer Experience NPS Customer Satisfaction 162

Totango

MARCH 5, 2021

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Customer Retention 92

Customer Retention Net Promoter Score Start-ups NPS 92

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Beyond Philosophy

NOVEMBER 6, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Beyond Philosophy

JULY 14, 2015

This method is not the way to set up a relationship that is open and honest with your current and future customers. 2: Your Customer retention plan includes penalties or fines if they want to end the relationship. Instead, you encourage them to find a new relationship, a competitor who listens to what they have to say. #2:

Customer Relationship 146

Customer Relationship Net Promoter Score Customer Retention Start-ups 146

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. This can be done by analysing your customer feedback with data, voice of customer, customer retention, and sales growth. This should align with your company’s overall business strategy.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Beyond Philosophy

OCTOBER 6, 2014

Blogs Beyond Philosophy CEO Colin Shaw Customer Behaviour customer centricity customer emotions Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Customer Management Customer Mirrors customer research customer retention customer satisfaction CX Carnival Market Research Marketing (..)

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

Beyond Philosophy

NOVEMBER 18, 2014

Blogs Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Loyalty Customer (..)

Net Promoter Score 129

Net Promoter Score Social Media NPS Customer Retention 129

Totango

JULY 6, 2021

These benefits make customer loyalty measurement an important tool for customer retention, brand ambassadorship and revenue growth. How Do You Measure Customer Loyalty? You can use various methods to measure customer loyalty. Here we’ll consider five of the best ways to track it: Customer lifetime value (CLV).

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114