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. Should you kill NPS?

NPS 400

NPS Feedback Net Promoter Score B2C 400

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

InMoment XI

JANUARY 9, 2024

Social media marketing platform Hootsuite leverages InMoment to make the Net Promoter Score (NPS) methodology central to its operation. The company also acts on insights from customer feedback in order to understand improve the skills of its support agents, enabling them to become better at serving PandaDoc customers.

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

delighted

SEPTEMBER 8, 2021

Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. Very important. The same big-picture idea applies to capturing data.

Customer Experience 93

Customer Experience Net Promoter Score Healthcare Apparel 93

ECXO

JULY 29, 2024

While it’s easy to discuss these concepts, implementing them effectively in both B2B and B2C contexts poses significant challenges. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Strategy 396

Strategy Customer Experience Net Promoter Score Customer Centricity 396

Customer Guru

FEBRUARY 26, 2018

I was really fortunate to be given the opportunity to scale e-Choupal (bottom of pyramid) model for the state of Rajasthan. I along with Kapil, started a2zbaby.com, a full-stack baby e-commerce portal. Here, I got a better understanding of both the B2B side, which is the doctor and the B2C side, the patient. It was a Rs.

Insurance 106

Insurance Customer Experience Policies e-support 106