ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope.

Feedback 391

Feedback ROI Roadmap Analytics 391

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

JANUARY 13, 2025

AI is no longer just an emerging trend; its a transformative force in customer and agent experiences, driving measurable benefits across industries. Proactive Issue Resolution with Predictive Maintenance In B2B contexts, predictive maintenance can be a game-changer.

Customer Experience 422

Customer Experience Marketing Chatbots e-support 422

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 389

B2B Strategy Customer Experience Customer Journeys 389

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. The exact same criticism can be made about every metric for everything.

NPS 468

NPS Net Promoter Score Feedback B2C 468

eglobalis

JULY 31, 2024

We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus. Benefits of MarTech for B2B Customers In the B2B sector, MarTech solutions have revolutionized how companies engage with their clients and obtain the right data.

Customer Experience 441

Customer Experience Social Media Analytics Chatbots 441

Thematic

APRIL 21, 2025

Understanding your B2B customer insights means learning what makes your business clients tick—their needs, behaviors, pain points, and goals—through data. Unlike with B2C, where you get insights from individuals, in B2B, you get insights from an entire organization, often with multiple stakeholders involved in decisions.

B2B 62

B2B Customer Insights Engagement How To 62

ECXO

DECEMBER 4, 2024

Software Adoption and Utilization: Customer success in SaaS B2B companies revolves around driving software adoption, ensuring users understand the value proposition, and maximizing the utilization of the software to achieve their desired outcomes. In contrast, manufacturing companies are more transactional, focusing on individual sales.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Strategy 467

Strategy Customer Experience Net Promoter Score Customer Centricity 467

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. Consider the Broader Market Demand It’s essential to determine whether the feature is a unique request or if it represents a larger trend across multiple customers.

Feedback 520

Feedback ROI Innovation B2B 520

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

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

ECXO

NOVEMBER 17, 2024

Studies show that emotional satisfaction significantly impacts technology adoption rates, even in highly rational B2B environments, where technology is often seen as a commodity. Microsoft, for instance, uses continuous feedback loops to improve its software products, adapting based on user sentiment and engagement trends.

B2B 390

B2B Loyalty Connections Technology 390

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. Regularly analyze this feedback to identify trends and areas for improvement.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Gainsight

JANUARY 10, 2025

Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. Lets examine the key trends that will define the future of CS in 2025. Additionally, Europe showed an even stronger trend in digital, with a 2x+ increase over last years 27%.

Trends 52

Trends Report Self Service B2B 52

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

BlueOcean

JULY 12, 2018

60% of B2B clients are emotionally indifferent toward their suppliers. ”. While this has been our viewpoint for years, it’s a realization that is finally taking the B2B world by storm, as more companies realize the competitive advantage a strategic partnership affords them. Strategic Partnerships with Contact Centers. “ Let’s chat !

Customer Care 185

Customer Care Trends Contact Center Chatbots 185

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

TechSee

FEBRUARY 5, 2019

Increasingly tech-savvy consumers now have a greater ability – and desire – to handle issues on their own terms, and the providers which embrace this trend will be able to reap the rewards. Without further ado, here are 5 standout meta-trends with the potential to shape customer journey creation and curation in 2019.

Trends 173

Trends Customer Experience Self Service ROI 173

GetFeedback

DECEMBER 21, 2018

In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price. American Express ). McKinsey ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. B2B Businesses need to find a way to move beyond surveys — either through deeper analysis or by bringing more data sources into the mix.

B2B 150

B2B Company Effort Score Multi-Channel 150

GetFeedback

JANUARY 19, 2020

Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : . While Twitter and Facebook are popular for consumer research, B2B buyers will spend more time on LinkedIn and product review sites. . Best Metric: CSAT. Best Metric: CSAT. Best Metric: CES or CSAT.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Retently

OCTOBER 16, 2023

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. After all, you’re in the “customer satisfaction bubble” — an awareness of customer satisfaction metrics and tools you’ve gained from using them frequently.

Net Promoter Score 142

Net Promoter Score Metrics NPS Customer Satisfaction 142

ChurnZero

JANUARY 6, 2025

” So what 2025 customer success trends can we anticipate? Trend 1: Customer teams strengthen their revenue focus. Businesses need to focus on three metrics at the same time: acquisition, retention and customer lifetime value. Trend 2: AI and automation become transformative. Its a bumpy road to the top.”

Trends 52

Trends Customer Success Measurement Leadership 52

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

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

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric. Watch the trends.

System 317

System Effort Score NPS Net Promoter Score 317

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. Training is updated based on the latest trends (e.g.,

Ecommerce 116

Ecommerce Self Service Customer Experience Management 116

InMoment XI

NOVEMBER 26, 2024

Step 5: Understand Customer Sentiment While customer sentiment is usually a metric reserved for consumers who have already become customers, it can be useful in creating a customer journey map. These metrics can help you drive transformative action within your organization. Key Trends In Customer Journey Mapping Platforms. ( [link] ).

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

NetBase

MAY 13, 2020

As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. Adaptation is the new black, so too, B2B enterprises must become ever more data-driven , agile, and empathetic. One shining B2B star adapting and evolving during this time is Zoom.

B2C 98

B2C B2B Brands Trends 98

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? This makes it easier to see trends in data and plan strategic actions.

B2B 106

B2B Customer Journeys Social Media Net Promoter Score 106

Team Support

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. That’s according to the Annual Digital Trends report by Econsultancy and Adobe. Experience Index: 2020 Digital Trends, 2019. Agent Ratings: So, how are we doing?

Report 98

Report B2B Net Promoter Score Data 98

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. The post B2B CX Strategy Trends That Should Be On Your Radar appeared first on Heart of the Customer.

B2B 78

B2B Trends Strategy B2C 78

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! So, let us guide you through the best B2B NPS software options of 2024. B2B mid-market businesses need advanced features and scalability. In 2024, NPS remains an essential metric for businesses of all sizes. Why is it important?

NPS 101

NPS B2B Software Net Promoter Score 101

BlueOcean

SEPTEMBER 27, 2021

We’ve been focused on designing and delivering best-in-class experiences for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is always a challenge. As such, it’s not uncommon to see customers comparing other brands—even B2B brands—against the giant.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. It is important to stay current with market trends and be adaptable to changes.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195