ECXO

MARCH 6, 2025

B2B companies should move beyond relying solely on Net Promoter Score (NPS) and adopt a balanced set of metrics that capture different dimensions of customer experience and link to business outcomes. In this way, the CX program functions like a continuous listening and response system, always tuned to the customers voice.

B2B 339

B2B Customer Journeys How To Effort Score 339

Clarabridge

JUNE 13, 2017

Land: With Paul Powers’ appointment as Dorel Juvenile President and CEO in 2013, our leadership took the reins to give consumers a seat at the table. Improved consumer sentiment: We’ve reduced customer complaints, and our Net Promoter scores are consistently high compared to industry benchmarks.

ROI 40

ROI Net Promoter Score Return on Investment Retail 40

Pointillist

AUGUST 18, 2021

So a great example of that is if you were to change the way a customer gets support, technical support, let’s say, and you’re able to improve their satisfaction and improve their net promoter score. But it’s the addition of the fourth voice that is the final point I’ll make.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40