InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. B2B (business-to-business) transactions often involve ongoing relationships and partnerships. What is B2B Customer Experience? Why is B2B CX Important? What are Some B2B Customer Experience Examples?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 378

B2B Strategy Customer Experience Customer Journeys 378

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. This focus on scores can distort priorities and behaviors within an organization.

NPS 440

NPS Net Promoter Score Effort Score Metrics 440

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. Choose what matches your organization.

NPS 456

NPS Feedback Net Promoter Score B2C 456

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Insights from these teams at companies like Salesforce, DHL, and Walmart highlight trends and areas for improvement. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value.

Strategy 455

Strategy Customer Experience Net Promoter Score Customer Centricity 455

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

Retently

MARCH 11, 2025

Data drives their decisions by monitoring NPS, CSAT, CES, and return trends, they identify pain points and push for actionable improvements. Because these insights reveal patterns whether its a shipping delay trend or multiple people mentioning a product defect. NPS (Net Promoter Score) : Would you recommend us?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. So, what’s a company to do to earn an even better CSAT score? Why isn’t that score higher today? And rightly so — it usually can be. out of 100. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Insights from teams at firms like IBM, FedEx, and Target highlight trends and areas for improvement. Aligning and transforming culture is an ongoing effort involving the entire company.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Why did you give that score? 2 answers are marked “in doubt” because the participants provided the range of scores or no score at all. And to prevent score chasing.

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

NOVEMBER 26, 2024

71% of organizations say customer journey mapping has successfully persuaded management to invest in CX efforts and fix existing customer problems. Document these improvements so they can serve as benchmarks for future efforts and inspire a customer-centric culture within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. By analyzing trends across customer segments, we adjust our offerings to stay relevant and meet specific customer needs. This includes not just the survey score but also detailed notes and customer comments.

B2B 152

B2B NPS Effort Score Survey 152

Lumoa

MARCH 20, 2018

B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

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. So, let us guide you through the best B2B NPS software options of 2024. Why is it important?

NPS 100

NPS B2B Software Net Promoter Score 100

InMoment XI

MARCH 23, 2025

Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. CI also refines lead scoring and qualification by tracking potential customers levels of engagement.

Data 195

Data Touchpoint Effort Score Chatbots 195

Totango

FEBRUARY 12, 2025

For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts. This article illustrates how large enterprises can modernize customer health scores for growth.

Effort Score 62

Effort Score ROI Metrics Customer relationships 62

Thematic

MARCH 30, 2025

The best companies don’t just collect customer feedback—they use it to predict trends, refine products, personalize experiences, and shape smarter strategies across the business. Using Predictive Analytics to Anticipate Trends Why wait for problems to arise when your data can predict them?

Customer Insights 62

Customer Insights Data Analytics How To 62

CX Journey

DECEMBER 11, 2014

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. So before the scores are calculated and potentially used for improvement, look a little closer (or use a tool to expose them – more on that later).

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

GetFeedback

JULY 19, 2019

By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. Subsequent NPS/CSAT scores and retention rates. This guide will teach you how to launch a VoC program, take action with your customer feedback, and prove the ROI of your efforts. That’s the key. Get the Guide.

ROI 309

ROI How To Touchpoint Hotels 309

InMoment XI

MARCH 21, 2025

It provides a wide range of insightscustomer sentiment, pain points, common concerns, market trends, and even agent performance. Customer Sentiment and Emotional Tone With conversational intelligence, you can identify customers who are about to jump ship and focus on retention efforts. Take Discover , one of InMoments latest products.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

GetFeedback

MAY 13, 2019

Net Promoter Score (NPS). An important part of any project or initiative is to validate that your efforts are reaping value. At a minimum, every company should measure and trend key customer experience metrics such as NPS, CES, and CSAT. Listening to customers is the new disruption in the B2B and B2C world.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Report 98

Report Trends Customer Success Self Service 98

Retently

DECEMBER 10, 2024

While it is well-known for its Net Promoter Score capabilities, Retently extends its functionality to include a full suite of CX metrics , such as Customer Satisfaction (CSAT) and Customer Effort Score (CES). Includes AI-powered insights for deeper analysis of feedback trends and themes.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Experience Matters

DECEMBER 31, 2015

It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Report: Net Promoter Score Benchmark Study, 2015. 8 CX Trends for 2015 (The Year of the Employee). 9 Recommendations For Net Promoter Score (NPS).

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. What is CustomerGauge?

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This volatility can lead to several issues.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

BirdEye

MARCH 6, 2025

But the real challenge was turning scattered efforts into a unified, results-driven strategy. Get listed on high-authority online directories A business listed on high-authority directories like Yelp, BBB, and Yellow Pages has a higher trust score with search engines. Do you know how?

Tips 85

Tips Tools Social Media Multi-Channel 85

GetFeedback

JULY 19, 2019

According to Walker, customer experience will become the key competitive differentiator for B2B customers, outweighing price and product. Many dealerships financially reward their employees for high survey scores rather than reward their employees for high survey completion rates. Look for trends in their experiences.

Data 262

Data How To Social Media Effort Score 262

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And an NPS score can be from -100 to 100 and can provide insights into a bank’s overall customer experience. A high NPS score in banking indicates a stronger customer relationship, more referrals, and, therefore, greater growth.

Banking 52

Banking NPS Financial Net Promoter Score 52

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Clear objectives keep your efforts customer-centric and business-focused. Website & Product Analytics: Usage stats reveal behavioral trends. Why is this important?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

BlueOcean

OCTOBER 6, 2020

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. How do those NPS and CSAT scores look? These scores and metrics aren’t the only way to look at the customer experience, though.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

InMoment XI

OCTOBER 9, 2024

Sometimes, collecting feedback from clients calls for a tailored approach, especially when it comes to distinguishing between B2C and B2B interactions. Methods like one-on-one interviews, comprehensive surveys, and dedicated online portals help gather specific and detailed context from decision-makers to enhance the B2B customer experience.

Feedback 195

Feedback How To Social Media B2C 195

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

TechSee

JANUARY 25, 2023

He has built and led teams supporting customer acquisition, final mile, and service efforts for organizations nationwide. Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations. Today, Robb leads field services for Sleep Number ( www.sleepnumber.com ).

Management 41

Management Automotive Leadership Effort Score 41

Experience Investigators by 360Connext

JANUARY 26, 2021

Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. Example 2, while open-ended, isn’t specific enough that you can extract any meaningful trends from the feedback. B2B organizations can do this by reaching out to end-user teams for their products.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254