Think Customers

APRIL 10, 2025

Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Lumoa

FEBRUARY 6, 2018

Now, luckily for everyone and especially the customers, more and more brands put more and more effort into developing its customer experience. 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. How to overcome those challenges?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

TechSee

DECEMBER 22, 2019

The ongoing shift to self-service has brought about many positive changes to the customer service field. Today’s contact center agent must therefore be better trained to address these issues and to deal with more frustrated, impatient customers who’ve tried and failed to resolve their issues via self-service.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

ShepHyken

JANUARY 20, 2020

Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer effort. by Martin Powton.

Customer Service 96

Customer Service Loyalty Programs Effort Score Self Service 96

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. The results are used to calculate a score that ranges from -100 to 100, with higher scores indicating a higher level of customer satisfaction and loyalty.

NPS 135

NPS Comparison Survey Net Promoter Score 135

NobelBiz

FEBRUARY 27, 2024

Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. RELATED ARTICLE What is IVR?

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Gainsight

APRIL 10, 2023

They are redirecting efforts towards increasing lifetime value ( LTV ) through upsells and cross-sells to drive revenue. B2B customers are expecting round-the-clock help (similar to B2C customers). It blends digital and human interactions and empowers users to self-serve by leveraging data-driven automations and centralized resources.

Customer Success 59

Customer Success Self Service Multi-Channel Effort Score 59

InteractionMetrics

APRIL 17, 2025

Metrics Cards display real-time scores. Where It Falls Short: Less useful for B2C, limited pricing transparency and integrations. Retently Retently focuses on core CX metrics like Net Promoter Score (NPS) , Customer Satisfaction (CSAT) , and Customer Effort Score (CES).

e-support 40

e-support Hospitality NPS Analytics 40

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e. How to overcome those challenges?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Kustomer

JANUARY 11, 2022

For example, a B2B organization will rely more on cold email campaigns than a B2C. The common factor is going to be how good your customer service is. How your customers see your overall service has a major impact on awareness and reputation. There are many factors that can increase brand awareness and improve your reputation.

Customer Service 84

Customer Service e-support Self Service Customer Retention 84

Pointillist

SEPTEMBER 10, 2020

Real-Time Interaction Management Real-time interaction management (RTIM) is usually defined by B2C marketers as a capability that helps brands deliver more contextually relevant experiences. The amount of time and effort necessary to maintain rule-based workflows is excessive and ultimately, ineffective.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

Thematic

MARCH 29, 2020

Solicited feedback can be quantitative (ratings, scores) if you are asking rating questions in surveys, or qualitative (text) if you are asking open-ended questions or running customer interviews. It will be the richest feedback due to scores, structured open-ended questions and customer metadata. Solicited product feedback.

Feedback 111

Feedback How To Analysis e-support 111

Thematic

JUNE 13, 2023

But how do you know where to invest your time, effort, and money? Then, use this information to improve your products and customer service experience. 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

ProProfs Chat

DECEMBER 23, 2020

That means your marketing efforts aren’t focusing on the right customer segment. You can’t rely on one source to collect customer data and complete the B2C customer segmentations process. There are many customers who end up using a self-service portal to find answers to their questions before approaching the customer support team.

Effort Score 87

Effort Score Analysis Knowledge Base Customers 87

Retently

FEBRUARY 27, 2019

When it comes to customer success, onboarding is the process you should spare no effort on in order to ensure sustainable business growth. Test onboarding approaches and monitor the customer health score based on their behavior. While putting one together will take some time, effort, and money, it will all be worth it.

Social Media 112

Social Media NPS Omni-Channel Effort Score 112

Gainsight

MAY 4, 2023

In the not-too-distant past, communities were primarily viewed as a way of scaling Support or reducing costs for B2C enterprise companies. Yet, most Community initiatives haven’t cracked the code on tying their efforts to top-line business goals, like Adoption, NRR, and Expansion. Want the rest of the 10 laws of Community?

Self Service 52

Self Service How To B2C Effort Score 52

NobelBiz

MAY 9, 2023

Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Use Case: Because it tends to get better and better as more data is thrown at it, the Predictive Dialer performs best with large outbound campaigns, usually suited for the B2C niche.

Call Center 98

Call Center Software Contact Center Software Contact Center 98

ClearAction

JANUARY 14, 2015

As such, many CXM practices formalized by business-to-consumer (B2C) firms may have a different label and may be less formal, taken for granted and less visible in B2B CXM. But in cases where there is almost daily conversation between account teams and the customer, how much of these trendy CXM efforts are needed?

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Retently

DECEMBER 4, 2019

Generally speaking, you define Detractors as someone who is unhappy with your brand, product or service; someone who finds fault with everything you say or do. In business, this term is used when referred to a customer segment in the Net Promoter Score® framework. About 79% of consumers want human-driven service nowadays.

Net Promoter Score 95

Net Promoter Score How To NPS Effort Score 95

Integrity Solutions

MAY 23, 2023

In terms of buying behaviors, we’re seeing an increased preference for self-service and digital interactions along with general uncertainty and hesitancy (often leading to inertia or sticking with the status quo ) when it comes to the purchasing decision. As little as 15-20 minutes a week on social media can yield returns.

Sales 91

Sales Connections Social Media Effort Score 91