Remove B2B Remove Customer relationships Remove Voice of Customer
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The Hidden Flaws of NPS: Why Better New Alternatives Are Emerging for Your Business

eglobalis

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. We’ll also highlight real-world cases where companies have moved away from NPS in both B2B and B2C contexts. Eglobalis, [link].

NPS 349
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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

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.

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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs.

Feedback 455
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Designing and Rolling Out a Global Customer Experience Strategy

ECXO

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Understanding Customer Needs and Expectations A successful CX strategy begins with a thorough understanding of your customers and what they value. Article authored by Ricardo Saltz Gulko.

Strategy 380
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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Understanding Customer Needs and Expectations The foundation of any CX strategy is a deep understanding of who your customers are and what they value. There are several ways to obtain data and understand customers.

Strategy 386
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The Metrics Before the Storm

CX Journey

For B2B companies, it’s easy to breeze through the chore of sending a customer survey: design the questionnaire, hit send, sit back, wait for responses to roll in, and simply focus on the overall target: Likelihood to Recommend or Overall Satisfaction. 2) Do we know our customers like we thought?

Metrics 155
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Voice of Customer Maturity: Ultimate Guide

ClearAction

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.