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

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Ultimately, SaaS products should be designed to support themselves.

Customer Success 0

Customer Success B2C NPS e-support 0

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 e-support Policies 106

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. He has managed customer success, inside sales, customer support/service, and quality assurance teams.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

Thematic

MARCH 29, 2020

The most popular customer feedback surveys are Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, which are typically sent daily, monthly, quarterly, once or twice a year, depending on how many customers you have and how quickly you iterate. In large communities, members can support each other and reduce support costs.

Feedback 111

Feedback How To Analysis e-support 111

Kustomer

JANUARY 11, 2022

With the growth of e-commerce, businesses can now sell in a global marketplace. In fact, more than two billion people bought online in 2020, with worldwide e-commerce sales exceeding $4.2 People want real-time support and answers. Customers who have access to live chat support spend around 60% more and are 2.8

Customer Service 84

Customer Service e-support Self Service Customer Retention 84

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. Insights from Wootric have given CX pros the support to gain cross-functional alignment behind improving the customer experience.

Analytics 67

Analytics Survey e-support Analysis 67

Retently

DECEMBER 4, 2019

Detractors are the survey respondents that score you from 0 to 6 on the NPS® scale. There are several customer satisfaction metrics that you can use to identify your Detractors, the top two being – Customer Satisfaction Surveys (CSAT) and Net Promoter Score (NPS) surveys. NPS vs CSAT bucket analogy. NPS Survey Example.

Net Promoter Score 94

Net Promoter Score How To NPS Effort Score 94

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. When I joined, we had our typical support group, they were very reactive in nature, dealing with a lot of our B2C customers. Ultimately, SaaS products should be designed to support themselves.

Customer Success 60

Customer Success B2C NPS e-support 60

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. He is currently at Forrester as a Senior Customer Experience Advisor where he is supporting Senior CX Leaders from FTSE 500 companies across the EMEA region. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Waypoint Group

AUGUST 1, 2018

Consider that there are two types of loyalty: Behavioral loyalty, which is often the mantra of B2C companies that measure loyalty through repeat purchase behavior, and. 1:Many improvements: Product, Service, and Support teams drive the optimal set of product and service improvements (not just what they think could be most effective).

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Bob Hayes

JANUARY 26, 2015

B2B and B2C) allow me to take a look at the usefulness of the metric in a business setting. NPS), overall satisfaction and CX ratings of important customer touch points (e.g., product quality, sales process, ease of doing business, technical support). Results for B2C Sample. The study samples (i.e., not recommend).

B2C 40

B2C B2B Wireless Metrics 40

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. The NPS ® System advocates VoC managers’ efforts in engaging Promoters, Passives, and Detractors. So, what does it mean?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Chattermill

JULY 2, 2019

According to Bain & Company, the founders of the Net Promoter System , higher response rates lead to more accurate data, with anything less than a 40% response rate for B2C brands and 60% for B2B counting as a lower response rate and is a red flag. For example, instead of asking, “How was your experience with our support team?”

Survey 49

Survey How To Feedback e-support 49

Chattermill

JULY 2, 2019

According to Bain & Company, the founders of the Net Promoter System , higher response rates lead to more accurate data, with anything less than a 40% response rate for B2C brands and 60% for B2B counting as a lower response rate and is a red flag. For example, instead of asking, “How was your experience with our support team?”

Survey 40

Survey How To Feedback e-support 40

Pointillist

APRIL 17, 2019

Forrester Business Intelligence Solution Pros and Cons Pros Cons Mature, scalable technology Requires technical expertise to set up and maintain data warehouse/lake Supports an IT-enabled workflow, from data to centrally delivered and managed analytic content Difficult to do time-based series analyses (e.g.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

SurveySensum

OCTOBER 23, 2024

A good NPS score is all relative. The true value of NPS data comes from identifying trends, themes, etc, rather than evaluating each individual score. Along with comparing their own NPS scores over time, businesses should also evaluate their NPS score relative to industry standards and competitors to determine what’s “good” for them.

NPS 52

NPS Industry Marketing e-support 52