eglobalis

NOVEMBER 3, 2024

While standard measures like Net Promoter Score (NPS) or Customer Satisfaction (CSAT) offer broad insights, they may miss the nuances of individual client needs and the depth of engagement necessary in B2B contexts.

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CX B2B Innovation Sentiment Analysis 523

The DiJulius Group

JUNE 19, 2025

Achieving NPS Growth Through Client Engagement Summary In this episode of the Customer Experience Revolution podcast, host Dave Murray speaks with Victor Aranda from KeyBank about the transformative ‘Moments Matter’ initiative.

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NPS Net Promoter Score Customer Experience Technology 93

eglobalis

NOVEMBER 26, 2024

Pepper Content [link] Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution [link] The post Empathy Won’t Save You: Why CX Thrives on Action, Not Sentiment but Outcomes? appeared first on Eglobalis.

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CX B2B Predictive Analytics B2C 514

PeopleMetrics

JULY 1, 2025

Why the most popular customer loyalty metric still matters and how to use it the right way Net Promoter Score (or NPS) is everywhere You’ve seen it in surveys after you book a flight or stay at a hotel. You might even have your own NPS score on a company dashboard today. That’s why we’re starting this series with NPS fundamentals.

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NPS Net Promoter Score Close the Loop Customer Loyalty 62

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

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NPS Net Promoter Score Customer Loyalty Construction 232

eglobalis

OCTOBER 14, 2024

Bain & Company [link] Bain, creators of the Net Promoter Score (NPS) framework, continues to push this model despite its increasingly exposed limitations and frustrated results. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

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Education Customer Experience Customer Journey Map Innovation 480

PeopleMetrics

JULY 3, 2025

Now that you know what NPS is (and what it isn’t) let’s get practical. The truth is that too many organizations treat NPS as a box to check. That’s why the best companies invest time in designing their NPS surveys carefully, so they get feedback they can trust and act on. Your NPS results are only as good as your sample.

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NPS B2C B2B Engineering 62

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.

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Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

eglobalis

MAY 20, 2025

Cross-reference with onboarding quality, CES, and NPS. Autodesk connects feature adoption via Pendo to upsell timing and NPS movement. How to Calculate Revenue Churn: Revenue Churn Rate = (Lost Recurring Revenue / Starting MRR) x 100 How to Implement It Practically: Pull subscription data from billing systems. Tag churn reasons (e.g.,

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CX B2C B2B NPS 329

Retently

AUGUST 18, 2024

High NPS scores can definitely feel like a big win. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly. Sometimes, a high NPS score can be misleading and give you a skewed view of customer satisfaction. Measuring NPS should be just a part of your overall CX strategy, not the sole focus.

NPS 157

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 157

Callminer

DECEMBER 30, 2024

Net Promoter Score (NPS) is a metric that tells companies how happy and loyal their customers are. But what does NPS mean, and how can you use it in your company to improve CX? Read more.

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Net Promoter Score NPS CX Customer Experience 182

eglobalis

JUNE 17, 2025

Key metrics include : Intent match rate (how often AI correctly anticipates goal) Path correction frequency (how often AI adjusted journey) Time to goal vs. traditional flows NPS and CSAT deltas pre- and post-AI journey intervention Case Study : Liberty Mutual deployed intent-driven journey orchestration in its digital claims process.

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AI Customer Journey Map CX Engineering 318

Futurelab

JUNE 22, 2025

Don’t turn NPS into a pay-to-win game. But when we returned a few years later, something had changed: suddenly, every dealership had a perfect 100% NPS. Margins in car dealerships are razor-thin, and once NPS becomes part of the financial package, it warps the behaviour. And no – that is not a sign of success.

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VOC Close the Loop NPS Gaming 130

The Success League

JUNE 26, 2025

This company was a pioneer in developing online NPS surveys. I was fortunate to teach customers the best practices for structuring their NPS surveys and establishing processes to act upon survey feedback. Now, ten years later, it is time to bid farewell to NPS once and for all. In reality, an NPS survey: Is too simplistic.

NPS 52

NPS Sentiment Analysis Engineering Technology 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. What’s more, with 4.59

Social Media 158

Social Media NPS Net Promoter Score Customer Satisfaction 158

eglobalis

MAY 13, 2025

A small dip in an NPS score is much more actionable if you can correlate it with, say, a recent spike in system downtime or a change in account ownership. This telemetry-driven approach can often predict NPS (Net Promoter Score) or satisfaction without asking the question.

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B2B AI Customer Survey VOC 312

SurveySensum

JUNE 19, 2025

It’s called Net Promoter Score (NPS). Well, a positive NPS score means lots of people are raving about your company, which is like free advertising. With this blog learn how to create an NPS survey in the easiest way possible and also understand the importance of NPS methodology. What Is Net Promoter Score (NPS)?

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NPS Net Promoter Score Customer Satisfaction Start-ups 52

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. Example: A healthcare provider using IBM Watson improved its NPS by 10% by identifying and addressing negative feedback related to appointment scheduling delays.

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B2B AI Predictive Analytics Sentiment Analysis 424

Retently

FEBRUARY 20, 2023

RFM and NPS are widely used in ecommerce for these purposes. For a quicker result, NPS will do the job as it assesses customer attitude and loyalty to the brand. While different in their approach, NPS and RFM are important metrics that help ecommerce businesses better understand their customers and drive growth. What is NPS?

NPS 156

NPS Customer Satisfaction Net Promoter Score Social Media 156

SurveySensum

DECEMBER 4, 2024

Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. In this guide, we’re going to take a deep dive into why NPS in banking industry is so important, how to work it out, how to use it to get better, and more. What is NPS in Banking and Other Financial Institutions?

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NPS Net Promoter Score Close the Loop Customer Loyalty 52

Retently

NOVEMBER 27, 2023

Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.

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NPS Net Promoter Score Customer Feedback Social Media 147

Retently

OCTOBER 26, 2023

To get the most from NPS, act as quickly as possible People like to talk about simplicity as the biggest strength of the Net Promoter Score. However, another strength of NPS® is the speed at which it lets you collect feedback from your users, customers, and clients.

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Net Promoter Score NPS Close the Loop Customer Feedback 148

eglobalis

FEBRUARY 13, 2025

Measuring Action, Not Just Sentiment Traditional CX metrics like NPS or CSAT are often reactive and sentiment-based. Slack’s product team involves customers in beta testing to make sure new features enhance productivity and align with user workflows. They miss the impact of action-oriented strategies.

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Predictive Analytics CX AI NPS 321

eglobalis

SEPTEMBER 5, 2024

Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product. How it complements CS : A low NPS may indicate underlying CS issues, signaling customers are not achieving desired outcomes.

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Net Promoter Score NPS CX VOC 461

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there. Why is it important?

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NPS B2B Net Promoter Score Actionable Insights 124

SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. However, your NPS data is just a number without tracking the right KPIs. Let’s find out!

NPS 52

NPS Customer Loyalty Actionable Insights Sentiment Analysis 52

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

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NPS Net Promoter Score Customer Satisfaction Customer Feedback 146

Retently

JULY 11, 2022

Luckily, you can accurately calculate and project monthly recurring revenue trends using your NPS data. Airbnb, which famously grew through a generous customer referral scheme, used its NPS data to correlate referral revenue with the likelihood to recommend (LTR) scores it received in NPS surveys.

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NPS Net Promoter Score Customer Acquisition Start-ups 158

SurveySensum

NOVEMBER 5, 2024

Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41. How Nike is maintaining such a high NPS score in this competitive market? How Nike is maintaining such a high NPS score in this competitive market?

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NPS Customer Loyalty Sports Innovation 52

Retently

MAY 26, 2023

Since NPS® gives you both a quantitative score and real, qualitative feedback , acting on the advice and information you receive from customers is a quick, simple and straightforward process. After you take on a new client and establish objectives, try sending out a Net Promoter Score survey using Retently NPS.

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Net Promoter Score NPS Close the Loop Customer Satisfaction 146

ECXO

MARCH 11, 2025

Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer. Step 4: Link CX Metrics with Business KPIs To ensure CX is seen as a strategic priority , integrate customer experience metrics into core business dashboards.

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B2B CX CX Transformation Net Promoter Score 310

Retently

MAY 25, 2022

While many people think of Net Promoter Score® surveys as revolving around a simple 0 to 10 rating scale, the reality is that there are two sides to NPS® — the quantitative (the rating) and the qualitative side (the feedback). Sounds familiar? Your Customers Aren’t Used to Personalized Communication.

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NPS Net Promoter Score Start-ups Close the Loop 145

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. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

Customer Think

JULY 11, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Article Source: [link] Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn.

NPS 128

NPS Net Promoter Score Customer Feedback Customer Loyalty 128

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. Understand Where You Stand Before improving your NPS, its essential to establish a baseline. So, understand the structure of the current NPS program. When are you sending the NPS surveys?

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Net Promoter Score NPS Sentiment Analysis Close the Loop 52

SurveySensum

OCTOBER 23, 2024

A good NPS score is all relative. The true value of NPS data comes from identifying trends, themes, etc, rather than evaluating each individual score. Along with comparing their own NPS scores over time, businesses should also evaluate their NPS score relative to industry standards and competitors to determine what’s “good” for them.

NPS 52

NPS E-commerce Transportation Healthcare 52

SurveySensum

APRIL 14, 2025

Thats where NPS ( Net Promoter Score ) can be your closest ally. But once you have the survey responses, how do you calculate your NPS? It simplifies this overall process by allowing businesses to collect responses, calculate NPS in Excel, and analyze trends over time. How Does the NPS Calculation Actually Work?

NPS 52

NPS Net Promoter Score AI Customer Loyalty 52