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. Closing the feedback loop is easier Another benefit of using Net Promoter Score for your B2B company is that you’re far more able to act quickly and decisively on customer feedback.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

SurveySensum

FEBRUARY 13, 2025

Given its significance, how do you improve your Net Promoter Score? How can you convert these unhappy customers into brand advocates or encourage your promoters to do positive word of mouth and bring referrals? 14 Strategies on How To Improve Net Promoter Score (Tried & Tested) 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Sentiment Analysis 52

eglobalis

MARCH 13, 2025

Some of the key challenges include: Complex Stakeholder Relationships: B2B purchases typically involve multiple decision-makers and longer sales cycles. Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Demonstrating the value of CX (e.g.,

CX 253

CX CX Transformation B2B B2C 253

Intercom, Inc.

MAY 13, 2022

Fortunately, there’s a way to quantify a company’s reputation through a net promoter score (NPS). . NPS is a metric used to measure customer experience – how likely your customers are to promote your brand in a positive way to friends and family whether that’s through social media, word of mouth, or other channels. .

Net Promoter Score 118

Net Promoter Score NPS Social Media Sales 118

eglobalis

FEBRUARY 3, 2025

For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis. How It Helps Companies Overcome Challenges: Challenge: B2B customers often struggle to find the right products or services quickly, leading to frustration and lost sales.

B2B 414

B2B AI Predictive Analytics Sentiment Analysis 414

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. It can also cause existing Promoters to act as your brand advocates, and potentially turn Passives into Promoters.

Net Promoter Score 129

Net Promoter Score NPS Customer Retention Innovation 129

ECXO

MARCH 6, 2025

For instance, some companies form a CX governance board comprising senior leaders from sales, marketing, operations, services and finance, chaired by the CX executive sponsor. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

CX Transformation 339

CX Transformation B2B CX Government 339

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 100

Net Promoter Score NPS Finance Customer Satisfaction 100

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Customer Experience 482

Customer Experience VOC Net Promoter Score Government 482

Fonolo

APRIL 14, 2022

There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. On its own, calculating your net promoter score isn’t enough to take your customer experience to the next level. Why is Net Promoter Score Important?

Net Promoter Score 91

Net Promoter Score NPS Contact Center Customer Satisfaction 91

Retently

AUGUST 20, 2024

As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. Net Promoter Score is the single metric you can rely on to learn how customers really feel about your product. Pay close attention to the second term: long-term growth.

Net Promoter Score 78

Net Promoter Score NPS Social Media Customer Acquisition 78

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

JULY 29, 2024

Sales and Delivery Teams : Providing invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Conduct comprehensive research to understand the full scope of the customer journey.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JANUARY 21, 2025

Sales of the ApexSmart 5000 plummeted. Max finally started to notice the declining sales numbers, but he was convinced it was just a temporary setback. Apex Faces the Consequences The fallout was swift and brutal: Sales Tanked: Retailers began pulling Apex products from their shelves due to customer backlash. Couldnt set it up.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

CX 472

CX Finance Customer Journey Map Innovation 472

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 147

Net Promoter Score B2B NPS Engineering 147

Fonolo

APRIL 14, 2022

There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular. On its own, calculating your net promoter score isn’t enough to take your customer experience to the next level. Why is Net Promoter Score Important?

Net Promoter Score 67

Net Promoter Score NPS Contact Center Customer Satisfaction 67

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. Customer satisfaction, as measured using Net Promoter Score, does.

Social Media 157

Social Media NPS Net Promoter Score Customer Satisfaction 157

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. They often use metrics such as usage frequency, feature adoption, and customer health scores to gauge customer satisfaction and predict possible churn.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

CX Accelerator

JANUARY 7, 2019

You’d want to first build a machine learning model where you feed it thousands of customer interactions and tie those interactions back to success metrics like Net Promoters Score, Customer Satisfaction, or closed sales. Pretty soon, the machine will be able to understand the patterns that lead to success or lack thereof.

Machine Learning 275

Machine Learning AI CX Net Promoter Score 275

Lumoa

FEBRUARY 9, 2023

Employee Net Promoter Score (eNPS) Employee Net Promoter Score (eNPS) is a customer experience strategy used to measure employee satisfaction and loyalty. 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

Execs In The Know

MARCH 31, 2025

Enhanced Performance: Remote eLearning deployment saved the company 15% on training costs while improving agent performance metrics, including a 10% increase in sales per agent. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Can it be co-related with your net increase in sales or profits? If yes, on what basis would you establish that relationship?

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Beyond Philosophy

DECEMBER 6, 2019

Measurements should be accurate customer measures, like Customer Satisfaction scores or Net Promoter Scores® (NPS) [1] , a measure of how likely that customer is to recommend you to others. Are you too focused on sales revenue? Ensure that you take that into account when you make these decisions.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Sports 103

Sports Sales Net Promoter Score NPS 103

ECXO

MARCH 21, 2023

Metrics such as Customer Satisfaction Scores (CSAT), Adoption Rate (AR), Net Promoter Scores (NPS)–(which I do not recommend due to the transactional aspect of it,) and Customer Effort Scores (CES), and many others will help quantify and qualify the CX outcomes of your organisation, and provide insights for optimizing it.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Net Promoter Score 0

Net Promoter Score NPS Sales Retail 0

Beyond Philosophy

AUGUST 30, 2019

Marketing, Sales, Customer service, Finance, IT, etc. We give you an example of one organization who, by setting the strategy in this way, improved their Net Promoter Score® by 40 points in 30 months that lead to a 10% rise in volumes. What is surprising is most organizations do not know the answer to this question!

Net Promoter Score 140

Net Promoter Score CX Customer Experience Finance 140

Fonolo

DECEMBER 6, 2022

When you develop your contact center, you create opportunities for more sales, customer satisfaction, and workplace efficiency. . Enhancing customer satisfaction and sales . Are your sales dropping? Still, your call center software can do a lot more for sales than you think. . Providing data-driven insights .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

Totango

JULY 6, 2021

Net Promoter Score. Referral sales can be tracked if you have a referral program that allows participating brand advocates to share a link with a tracking code in it. Net Promoter Score (NPS). Another important loyalty KPI is Net Promoter Score (NPS). Current customer referrals.

Customer Loyalty 114

Customer Loyalty Net Promoter Score NPS Voice of the Customer 114

Beyond Philosophy

FEBRUARY 8, 2020

Our work with Maersk Line, the largest shipping container company in the world, improved Maersk’s Net Promoter Score ® (NPS)by 40 points in 30 months, a statistic I often share. However, the next part is essential to realize; they also increased their shipping volumes by 10 percent.

Net Promoter Score 142

Net Promoter Score NPS Customer Loyalty Innovation 142

Beyond Philosophy

OCTOBER 4, 2019

They increased their Net Promoter Score® [i] (NPS) by 34 points over 30 months. Furthermore, in a declining market, they enjoyed a ten percent increase in sales. 1] Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,

NPS 21

NPS Net Promoter Score Customer Retention Customer Loyalty 21

Beyond Philosophy

AUGUST 16, 2018

Marketing does what they believe is the right thing for Customer Experience; customer service does what they think is the right thing for Customer Experience; sales does their version of the right thing for Customer Experience. The Net Promoter Score (NPS) measures how likely a person is to recommend you to others.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. Impact Product reviews can significantly affect a company’s sales, visibility, and reputation, as potential customers often rely on them when making purchasing decisions.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Acquisition 78