Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. You're about to find out.

Net Promoter Score 150

Net Promoter Score Infographics NPS B2C 150

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

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 140

Net Promoter Score Metrics NPS Customer Satisfaction 140

eglobalis

NOVEMBER 26, 2024

Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. This article challenges the status quo of how empathy is perceived in B2B CX.

B2B 464

B2B B2C Culture Net Promoter Score 464

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 424

NPS Feedback Net Promoter Score B2C 424

InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Monday is the best day to get the highest amount of complete email surveys for B2B businesses.

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership.

B2B 314

B2B Customer Journeys How To Effort Score 314

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. NPS: A Misleading Metric For B2B In Unprecedented Times? Forbes, [link].

NPS 393

NPS Net Promoter Score Effort Score Metrics 393

eglobalis

FEBRUARY 3, 2025

For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive. This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments.

B2B 337

B2B Customer Journeys Customer Experience Chatbots 337

Retently

APRIL 11, 2023

Below, we’ve explained why measuring customer satisfaction is a long-term process, and how you can leverage Retently and Net Promoter Score® to get an accurate gauge not just of how customers feel about your product but how their thoughts, feelings and feedback change over time.

Net Promoter Score 156

Net Promoter Score Survey NPS Customer Satisfaction 156

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 494

B2B Culture Innovation Loyalty 494

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Genroe

JULY 5, 2022

Over the past few years, I have come across all sorts of research on Net Promoter Score. The post Net Promoter Score® Research: the “for” and “against” list appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Net Promoter Score 98

Net Promoter Score B2B Feedback Marketing 98

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. AI-powered insights also improve renewal forecasting and streamline service workflows, ensuring B2B companies can scale customer support without overextending resources.

Net Promoter Score 304

Net Promoter Score Effort Score B2B NPS 304

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 146

Net Promoter Score B2B Survey Company 146

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

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

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ECXO

AUGUST 19, 2024

Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used. Asia-Pacific Panasonic (Japan) : Similar to its European counterpart, Panasonic’s CX Centers in Japan integrate experimentation into B2B operations, refining offerings based on client interactions.

Customer Journeys 368

Customer Journeys Customer Experience Net Promoter Score Effort Score 368

Lumoa

APRIL 22, 2020

B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It shouldn’t be this way. That’s a lose-lose scenario for everyone. Don’t worry, though.

B2B 195

B2B Survey Net Promoter Score Social Media 195

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 103

Net Promoter Score How To NPS Customer Journeys 103

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 102

Net Promoter Score How To NPS Customer Journeys 102

Retently

AUGUST 20, 2024

As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. Net Promoter Score is the single metric you can rely on to learn how customers really feel about your product. Pay close attention to the second term: long-term growth.

Net Promoter Score 78

Net Promoter Score Metrics NPS Advertising 78

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 100

Net Promoter Score How To NPS Customer Journeys 100

Experience Matters

SEPTEMBER 10, 2018

The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®. We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study.

NPS 149

NPS B2B Net Promoter Score Loyalty 149

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. At the same time, B2B customer expectations have risen.

Leadership 222

Leadership B2B B2C Effort Score 222

Experience Matters

OCTOBER 14, 2014

Instead of satisfaction, MBUSA wants to delight To measure this objective, MBUSA is changing its metrics to include Net Promoter Score within a basket of other metrics. Related: Customer Effort, Net Promoter, And Thoughts About CX Metrics ). Related: Our B2B content plus an upcoming report on B2B2C CX).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. You’re investing in NPS for more than a score.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Lumoa

JUNE 4, 2018

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. The global customer journey analytics market size will reach $12.22 billion by 2022 growing from $4.76

Analytics 284

Analytics Net Promoter Score Customer Experience Marketing 284

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense. Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product.

Metrics 382

Metrics Customer Success Customer Experience Effort Score 382

eglobalis

OCTOBER 14, 2024

The same applies to B2B and B2C. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. My Take: ECXO’s approach is innovative and practical, led by people who actively help B2B and B2C companies.

Customer Experience 404

Customer Experience Customer Journeys Case Study Innovation 404

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Net Promoter Score (NPS) : Measures customer loyalty by asking how likely customers are to recommend your company to others.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This involves setting up multiple feedback channels such as customer surveys, social media listening, direct customer interviews, and net promoter scores (NPS) to capture ongoing customer sentiment and insights.

Strategy 422

Strategy Customer Experience Net Promoter Score Customer Centricity 422

SurveySensum

DECEMBER 18, 2024

But how can you know if it is a good or bad NPS score ? Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. Customer satisfaction, as measured using Net Promoter Score, does.

Social Media 155

Social Media NPS Net Promoter Score Marketing 155

Genroe

JANUARY 26, 2022

If you want to improve your Net Promoter Score you need more than a great NPS measurement process. Having spent more than 20 years working with a range of companies in Net Promoter Score, customer feedback […]. You need to do something with the data.

Net Promoter Score 59

Net Promoter Score B2B NPS Feedback 59