SurveySensum

OCTOBER 11, 2023

Whether you’re looking to conduct customer experience, employee engagement surveys, product evaluations, 360-degree feedback, onboarding surveys, NPS in B2B , or CSI, SSI surveys for the automotive industry, SurveySensum stands out as a robust solution tailored to your business needs.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

CX Journey

MARCH 13, 2019

For instance, radical feedback from a mother of five to a room of C-level executives led to phenomenal product innovation at Verizon. Internal cross-functional innovation teams are also crucial for breaking down silos of information and communicating the customer journey as it stands and where it needs to be. The model ".uses

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

Confirmit

NOVEMBER 15, 2020

But it has reminded us here at Confirmit how proud we are to work with some of the most innovative, leading CX teams around the globe as they embrace the change. Since its launch, Louise’s initiatives led to: Dramatic improvements in NPS, CES and CSAT. 11% increase in customer orders. Increased customer retention.

CX 52

CX VOC Text Analytics Voice of the Customer 52

SurveySensum

JANUARY 5, 2023

You can send any type of surveys such as NPS, CES, CSAT , 360-degree, product, website exit feedback, and much more, with the in-built templates in just a few minutes. . It is best considered for conducting NPS surveys. However, recruiting B2B profiles can be a bit harder through this platform. SurveySensum . AskNicely .

NPS 52

NPS Start-ups Customer Service Customer Satisfaction 52

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 Net Promoter Score B2C 0

Confirmit

MARCH 13, 2018

If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. B2B organizations should definitely be entering our new B2B category where the judges will be focused on the right elements for you to show off your program to its best. We’re all about results!

VOE 40

VOE Voice of the Employee Text Analytics NPS 40

CX Journey

MARCH 13, 2019

For instance, radical feedback from a mother of five to a room of C-level executives led to phenomenal product innovation at Verizon. Internal cross-functional innovation teams are also crucial for breaking down silos of information and communicating the customer journey as it stands and where it needs to be. The model ".uses

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

Lumoa

MAY 11, 2020

It can also act as a springboard for future innovations. One of the most popular customer experience metrics is the Net Promoter Score or NPS. This platform is intuitive, easy to use, and is a good fit for both B2C and B2B businesses. It also helps to create a common language for the team to use during the development process.

Voice of the Customer 83

Voice of the Customer VOC Net Promoter Score Start-ups 83

Steven Van Belleghem

DECEMBER 6, 2021

That applies to both B2C and B2B businesses. Popular survey tools like NPS, CSAT, Customer Effort and other metrics are extremely important, but realize they are a history lesson. These considerations will help CX leaders plan for better expectation setting and innovative solutions for when things do go wrong.

CX 123

CX Customer Experience Non-Profits Social Media 123

SurveySensum

JANUARY 18, 2024

Don’t you agree that our new and innovative product is far superior to our outdated, less efficient competitor offerings?” – what do you think is wrong with this question? NPS question 4. These practices should be avoided and replaced with the best survey practices. The result? CSAT question 2. Open-end 3.

Customer Survey 52

Customer Survey Close the Loop Start-ups Text Analytics 52

Confirmit

FEBRUARY 25, 2019

If you’re doing something with new technologies, or are using interesting new approaches, consider our Innovation category. B2B organizations should definitely be entering our B2B category where the judges will be focused on the right elements for you to show off your program to its best. Finally, use numbers.

VOE 40

VOE Voice of the Employee B2B Voice of the Customer 40

Customer Bliss

AUGUST 9, 2018

PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world. They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. How is it used?

Customer Experience 70

Customer Experience Net Promoter Score Sports Education 70

CX Journey

APRIL 7, 2016

We have been part of many innovations and successes. Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). These four rules would work very well for B2C or B2B companies whose products have become commoditized and who want to differentiate on service.

Mystery Shopper 56

Mystery Shopper Net Promoter Score Education B2C 56

Qualtrics

MARCH 24, 2020

A recent G2 study found 92% of B2B buyers are more likely to purchase after reading a trusted review. Real innovation and problem-solving are spurred by concrete customer relationships. There is something to be gained from each review, whether it be niche consumer insight or product-changing action items.

E-commerce 22

E-commerce Construction Customer Retention Innovation 22

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. She has extensive consulting experience across strategy, innovation, and communication and is a passionate customer champion, who uses customer experience strategy and data-driven insights to solve business problems.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

AUGUST 22, 2023

Understanding the Power of SaaS Customer Feedback Gathering customer feedback in the B2B SaaS industry can do wonders. Feedback tailors your product to fit B2B clients, showing them you’re in sync with their needs. Valuing customer opinions builds trust, crucial for strong B2B relationships. Not only that. Upgrade ROI.

Customer Feedback 52

Customer Feedback Sentiment Analysis Net Promoter Score B2B 52

Qualtrics

MARCH 14, 2019

And for customer experience teams it was a chance to get a look at the latest innovations on the Qualtrics Customer Experience Management Platform that are helping transform how the world’s most successful brands are delivering breakthrough experiences. B2B is different from B2C – now your CX program is too. Book a demo.

Innovation 46

Innovation Customer Experience B2B B2C 46

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 second, a B2B example, involves a major business services firm. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 102

B2C B2B Entertainment Customer Acquisition 102

Intercom, Inc.

MAY 22, 2019

. “Every business everywhere needs to keep a pulse on all of their users, their buyers, their product users – and they need to do it at every point in the customer journey” I got very lucky in that an old friend of mine, Jessica Pfeiffer, whose background is in sales and B2B marketing, came aboard to be my co-founder.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. This week I want to shift to another popular B2C oriented CX practice that needs to be augmented a bit for true impact in B2B. 2) The goal of a B2B buyer is different from that of a traditional consumer.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

Waypoint Group

AUGUST 1, 2018

Attitudinal (heartfelt) loyalty, which must be the mainstay of B2B companies because. The “customer” for most B2B providers is really a Buying Committee — a collection of people with differing roles/persona (decision makers, budget holders, business influencers, architects/designers, program and project managers, end users, etc.).

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

InteractionMetrics

APRIL 16, 2024

Sure, B2B companies get some slack on delivery, but not a lot! Innovation: Don’t get complacent. Amazon is often a comparable simply because customers are buying from them so often—and that means, when it comes to delivery, customers can’t help but think if they can send packages within a day, why can’t you?

Customer Experience 52

Customer Experience Mystery Shopping Net Promoter Score AI 52

SurveySensum

FEBRUARY 11, 2022

The innovative text analysis extracts trends and patterns from feedback. . Only works for NPS, CES, CSAT surveys. It is ideal for businesses like B2B, retail, insurance, etc. . It features innovative text analysis that helps you analyze a huge amount of customer feedback in minutes. Effortless and quick to update.

Close the Loop 52

Close the Loop Touchpoint NPS Customer Feedback 52

ClearAction

OCTOBER 1, 2018

ClearAction’s 5-year global study of B2B CXM practices revealed strong desire among VoC managers for executives to take greater action on CX insights, yet they admitted that just administering their portfolio of customer listening posts was consuming all their time, energy and budget. Reap: quick-wins >> NPS & revenue (now).

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Aquire

AUGUST 12, 2021

This innovative campaign from Zoom, a competition for users to create their own virtual background, is a prime example of how social media can act as a rich source of user generated content. LinkedIn is often a favorite for B2B companies, whereas B2C companies tend towards Facebook, Twitter, and Instagram. 4) Live chat.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Close the Loop Customer Loyalty 40

Intercom, Inc.

MARCH 29, 2022

Anna Griffin, CMO at Intercom: Hello and welcome to New at Intercom , our first virtual launch event designed to share new innovation and new possibilities with the Intercom platform. And that is what today is all about: innovation. “We Our level of investment in product and innovation sets us apart”. into B2B software.

Start-ups 118

Start-ups Sales Innovation NPS 118

Qualtrics

FEBRUARY 26, 2019

As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple. It’s important for motivation.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Confirmit

MAY 29, 2018

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. Bring in the Voice of the Customer to fuel innovation throughout the organization. The Business Debate with Claire Sporton, SVP, CX Innovation, Confirmit. White Paper.

Voice of the Customer 40

Voice of the Customer VOC Net Promoter Score Customer Journey Map 40

Intercom, Inc.

MARCH 22, 2018

They’ve of course innovated in many areas since, but TaskRabbit was effectively trying to create this peer-to-peer local sharing economy model, which was new and different, and it just didn’t get to pure product/market fit quite as quickly. It’s really core B2C growth tactics, and also some of the B2B.

Start-ups 189

Start-ups Engineering B2C B2B 189

Intercom

DECEMBER 14, 2023

Over the past 12 months, everyone has been racing to keep up with the relentless pace of innovation: rethinking business strategies, building new solutions, and preparing teams for the massive changes on the horizon. You’re probably always going to be selling to humans, even when they’re within organizations for large B2B-type contracts.

AI 98

AI Start-ups Legal Technology 98

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your company. The benefits of a great B2B CX program can be reduced churn and increased business growth. B2B businesses are different.

B2B 26

B2B Close the Loop CX B2C 26