eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. Companies like Samsung, Oracle, SAP, and Salesforce, which have adopted AI early on, are reaping significant benefits, from enhanced customer satisfaction to operational efficiency.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 450

NPS Feedback Net Promoter Score B2C 450

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. Demonstrating the value of CX (e.g.,

Leadership 232

Leadership B2B B2C Effort Score 232

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. One of our articles reveals why closing the feedback loop is important.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

Retently

JULY 17, 2018

One of the most frequently asked questions that we get is “What is a good Net Promoter Score®?” While both of these companies have a somewhat similar score, their performance among their peers differs considerably. What is a good NPS score? Step 1: Compare it with your industry average. Compare apples to apples.

Net Promoter Score 166

Net Promoter Score NPS Report Customer Satisfaction 166

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Definitive Guide to Net Promoter Score, Salesforce, [link].

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

GetFeedback

OCTOBER 10, 2018

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. See here for a step-by-step guide to calculate your NPS.

Net Promoter Score 170

Net Promoter Score NPS Survey Brands 170

Retently

JULY 2, 2018

How likely are your customers to recommend you to their friends, colleagues and work acquaintances? In this article we’re going to dive into the basics of Net Promoter Score® (NPS®) — a metric used to assess how loyal your customers are and how likely they are to recommend your company to their personal and professional network.

Net Promoter Score 136

Net Promoter Score NPS Customer Satisfaction Survey 136

InMoment XI

OCTOBER 31, 2024

This approach helps identify improvement opportunities that can swiftly boost customer satisfaction. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. A fast response time improves customer satisfaction.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

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).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

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 Company B2C 147

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). In this article, let’s explore CSAT vs. NPS so you can use them effectively to drive more revenue through happier customers.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 419

Metrics Customer Success Customer Experience Effort Score 419

CSM Magazine

MARCH 13, 2025

Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Retently

MARCH 18, 2019

The key to retaining customers is extremely simple: deliver value and provide a great experience that makes customers want to stick with you and recommend you to others. Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score.

Net Promoter Score 126

Net Promoter Score Omni-Channel Company NPS 126

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)? Traditional utility customer satisfaction was measured by occasional surveys or public ratings.

Survey 312

Survey Banking NPS Effort Score 312

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.

Metrics 374

Metrics Analysis Feedback NPS 374

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

MARCH 6, 2025

At the same time, performance evaluations and reward systems should acknowledge contributions to customer experience. For instance, sales teams might be rewarded not just for hitting revenue targets but also for customer satisfaction scores or retention of their accounts.

B2B 339

B2B Customer Journeys How To Effort Score 339

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. This article delves into the transformative power of CX experimentation and how it can propel your business to new heights.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Kayako

JULY 22, 2022

Customers don’t hesitate to move on. Customer satisfaction is a powerful engine for business success, and customer perception is an important factor. Let’s look under the hood because it turns out there are many moving parts affecting customer perception. Collect Customer Feedback. Net Promoter Score (NPS).

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

ECXO

JULY 29, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. The only way to really have an exact answer is to measure customer satisfaction. Before you can do that, it’ll probably serve you well to define customer satisfaction.

Customer Satisfaction 191

Customer Satisfaction Measurement How To Effort Score 191

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). Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less on customer service agents, how much will it decrease my customer satisfaction? by David Cooperstein C.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

JANUARY 9, 2024

If you consistently deliver positive experiences, your brand is more likely to be seen as reliable, trustworthy, and customer-centric. This positive reputation can attract new customers and partners. Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Alida

MAY 11, 2016

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.”

NPS 177

NPS Customer Satisfaction Survey Net Promoter Score 177

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 How To NPS Customer Journeys 103

GetFeedback

APRIL 29, 2019

Monitoring engagement and satisfaction levels at your events allows you to more accurately gauge what your attendees like or dislike rather than going by your intuition which can be very inaccurate. Read Article. Your Net Promoter Score (NPS) is an accurate measure of customer satisfaction and hence your company’s growth.

Survey 265

Survey Net Promoter Score NPS Healthcare 265

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 How To NPS Customer Journeys 102

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. Your NPS score is based on customers responding to one question: “How likely are you to recommend us to a friend or colleague?”.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247