Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

System 317

System Effort Score NPS Net Promoter Score 317

ECXO

MARCH 6, 2025

Modern VoC platforms can categorize feedback by topic and sentiment, helping CX teams to identify the most frequent pain points across the customer base. Such involvement breaks the barrier between company and customer, reinforcing an outside-in perspective. This is an advantage in gathering rich feedback.

B2B 339

B2B Customer Journeys How To Effort Score 339

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

JULY 16, 2024

Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture. The score itself is highly volatile , causing frustration within the Customer Success department.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth.

Net Promoter Score 156

Net Promoter Score Survey NPS Customer Satisfaction 156

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? But for that, we must first understand what NPS is and how NPS is calculated. Scroll down and find out.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Recognise your business is about the customer and not you. Listen more, understand their pain points, validate ideas and co-create with your customers. How to overcome those challenges?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

CustomerGauge

JANUARY 27, 2016

Download the full ebook “The Fine Art Of Surveying,” to design and conduct, simple and fast NPS surveys. Relationship surveys are there to investigate a customer’s loyalty to a company/brand. How to use relationship surveys is about deciding which customers to measure and when to send the surveys.

Net Promoter Score 60

Net Promoter Score NPS Survey B2C 60

Totango

FEBRUARY 11, 2022

This encompasses interactions with your brand during all stages of their customer journey , including before purchase, during the buying process, and after making a purchase. B2B customer experience differs from B2C customer experience in several important ways. Why Take B2B Customer Experience Seriously?

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Totango

JULY 1, 2022

Then we’ll explore why it plays a major role for B2B SaaS business models and how loyalty for B2B businesses differs from that for B2C brands. Finally, we’ll show you how you can leverage customer loyalty to promote B2B referral programs that expand your customer base and increase your revenue. What Is Customer Loyalty?

B2B 114

B2B Loyalty Net Promoter Score B2C 114

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. We work tirelessly from a cultural standpoint to put customers at the core of the company.

Customer Success 0

Customer Success B2C NPS e-support 0

Totango

MARCH 4, 2022

First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. B2B vs. B2C Customer Service. B2B Customer Success vs. B2B Customer Service.

B2B 98

B2B Customer Success Customer Service B2C 98

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 103

Net Promoter Score How To NPS Customer Journeys 103

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 102

Net Promoter Score How To NPS Customer Journeys 102

SurveySparrow

JANUARY 24, 2020

NPS is versatile as it can be sent not only during the end of a transaction but also at regular intervals which the company deems fit. It allows you to capture feedback at important intervals during the customer journey. There are two different types of NPS: Transactional NPS. Relationship NPS.

NPS 52

NPS Touchpoint Survey Exercises 52

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 100

Net Promoter Score How To NPS Customer Journeys 100

SurveySensum

AUGUST 23, 2023

It’s called Net Promoter Score (NPS) But, why bother with all this? Well, a positive NPS score means lots of people are raving about your company, which is like free advertising. It also suggests the company is treating its customers well. What Is Net Promoter Score (NPS)? Why is NPS Important?

Net Promoter Score 52

Net Promoter Score NPS Survey Effort Score 52

Totango

JUNE 24, 2022

You’re not only obliged to deliver high value with superior service, but you also need to deliver a smooth, no-hassle digital experience to keep customers happy. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B.

Customer Journeys 109

Customer Journeys Customer Success Net Promoter Score B2C 109

Waypoint Group

SEPTEMBER 12, 2018

What’s a good NPS score? When it’s trending up, NPS should be a leading indicator of expansion opportunities, reduced churn, lower cost to serve, and a higher volume of prospects in the top of the funnel from positive word-of mouth. “But my boss wants an NPS benchmark,” I hear you say.

NPS 40

NPS Comparison Company Net Promoter Score 40

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Tips Customer Experience B2C 49

Totango

JUNE 4, 2021

However, today’s technology allows you to go much further with personalization by incorporating data about your customer’s profile and behavior. If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways.

Customer Engagement 63

Customer Engagement Engagement Customer Journeys B2C 63

Retently

FEBRUARY 27, 2019

It’s no secret that people (be they B2C or business buyers) expect a fast response to their questions and support requests. One of the best ways to offer that is through round-the-clock customer support. Keeping a pulse on customer satisfaction will also allow you to take immediate action in case of a sudden decrease.

Social Media 111

Social Media NPS Omni-Channel Effort Score 111

Amity

SEPTEMBER 25, 2017

When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Over the past couple of years, we identified the need to become more B2B focused, while still doing B2C. We work tirelessly from a cultural standpoint to put customers at the core of the company.

Customer Success 60

Customer Success B2C NPS e-support 60

Gainsight

NOVEMBER 18, 2019

Yet we’re seeing varying results , especially when compared to our business-to-consumer (B2C) counterparts. We know that trying the same things again—another journey mapping workshop, launching a new survey, force fitting the latest B2C trend—is not the answer. B2C has decades of refinement and standardization in CX.

B2B 9

B2B Customer Experience Customer Journeys B2C 9

Pointillist

SEPTEMBER 10, 2020

Journey orchestration incorporates the full understanding and context of a customer’s experience at every interaction—whether it is instigated by your customer or your company. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Retently

DECEMBER 4, 2019

In business, this term is used when referred to a customer segment in the Net Promoter Score® framework. Detractors are the survey respondents that score you from 0 to 6 on the NPS® scale. They are unsatisfied customers who will recommend against your company. NPS vs CSAT bucket analogy. NPS Survey Example.

Net Promoter Score 94

Net Promoter Score How To NPS Effort Score 94

SurveySparrow

MARCH 21, 2023

You can only “sweeten the deal” for your customers by offering a superior B2B experience. When you focus on customer experience with a tenacious sense of purpose, you will keep attracting new customers while retaining your existing ones. Let’s look at some other major differences between B2B and B2C customer experience. #1.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

delighted

NOVEMBER 2, 2021

Your content marketing and social media outreach are easier to personalize to your customers when you’ve collated their information into a buyer persona. Rather than aiming for a generic target audience, you can aim for specific types of customers based on their demographic and channels of choice. A tailored customer experience.

Tips 86

Tips Customer Journeys How To Net Promoter Score 86

Thematic

JUNE 13, 2023

Then, use this information to improve your products and customer service experience. Ultimately, this information can increase customer satisfaction, loyalty, and retention. B2C and B2B businesses can both use VoC programs. Giant B2C companies like Adidas can use VoC to uncover faults in physical products.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

Wootric

DECEMBER 21, 2018

Through CXInsight’s proprietary sentiment analysis and feedback classification , our customers have imported over 300 data sets to analyze 2 million+ customer feedback comments spanning both B2B and B2C ecosystems. Triggering surveys from Salesforce and Zendesk with richer metadata to easily segment your customers.

Analytics 67

Analytics Survey e-support Analysis 67

Customer Guru

AUGUST 21, 2018

Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Kustomer

JANUARY 21, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steve Walker and Troy Powell from Walker to uncover the secrets of their newest research report focused on the differences between B2C and B2C customer experience. Most B2C is pretty transactional.

B2B 72

B2B Company B2C Customer Centricity 72

Lumoa

OCTOBER 31, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Recognise your business is about the customer and not you. Listen more, understand their pain points, validate ideas and co-create with your customers. How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ClearAction

NOVEMBER 16, 2023

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. VoC dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ChurnZero

APRIL 12, 2019

Another thing that you can do is – I think for organization that in a B2B space where you’ve got fewer customer relationship than in a B2C example, I think a really good way to gather insights is to do in-depth qualitative research. You’ll notice that I haven’t said- send out a Net Promoter Score (NPS) survey, and that’s intentional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

SurveySparrow

MARCH 18, 2020

If Customer Lifetime Value is less than the money you spend on customers, then there is something drastically wrong in the way you do business. You can also use this metric for different groups of customers based on the segmentation that you have done. The NPS question is asked on a scale of 1 to 10.

Sales 52

Sales Management Net Promoter Score Effort Score 52