Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? 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. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? 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. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

CloudCherry

DECEMBER 1, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. For example, employee NPS has a strong correlation with customer NPS. Where does Customer Experience actually live?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. For example, employee NPS has a strong correlation with customer NPS. Where does Customer Experience actually live?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? 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. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) The first, a B2C example, involves a major player in the cable television industry. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 60

B2C B2B Metrics Analysis 60

SmartKarrot

JUNE 29, 2022

So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience. Create and Enforce Goals for Your CX Team.

Tips 11

Tips Customer Experience Social Media CEM 11