Waypoint Group

JANUARY 2, 2018

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” ” Since we know that response rates can be a potent indicator of renewal and expansion, improving from the “typical” ~15% in B2B environments often leads to accelerated rates of corporate growth.

NPS 40

NPS B2B Customer Survey VOC 40

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Just in B2B, the challenges are greater to achieve great experiences, but data analytics definitely helps.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. Only 14% of the accounts that declined in NPS (overall sentiment) had positive (expansion) growth. When we don’t feel heard, it’s us vs. them.”.

NPS 40

NPS B2B Customer Feedback VOC 40

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Net Promoter Score NPS Government 52

Waypoint Group

SEPTEMBER 8, 2022

Sadly, few have read the books that published the research that led to the Score, and as a result they are missing out on the real benefits that come with the Net Promoter System (and it’s the “System” in “NPS” that really matters): Stronger relationships with customers that accelerate a company’s profitable growth.

B2B 52

B2B Net Promoter Score NPS Government 52

Waypoint Group

MARCH 3, 2015

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program? Is that even the right question — is measuring and providing incentives for NPS the optimal approach? More on this idea is at [link]. Maybe Product Marketing?

NPS 60

NPS Net Promoter Score VOC B2B 60

SurveySensum

DECEMBER 28, 2020

Are you planning to implement a VOC program? . In our first few episodes, we will discuss how you can create a VOC program from ground zero and then, how can you take that up to CX maturity? When we connect VOC with the business metrics such as revenue or churn, then it has a broader understanding. How to capture VOC data?

VOC 98

VOC B2C Social Media Voice of the Customer 98

Waypoint Group

JULY 18, 2018

Most of us are familiar with Net Promotor Score (NPS), and the resulting data that gives you Promoters (score 9-10), passives (score 7-8) and detractors (score 0-6). NPS usually has a comment field that asks why you gave the score you did. Sample NPS Tagging Taxonomy. On-boarding. Data issues. Prod – Features.

NPS 40

NPS VOC Voice of the Customer Start-ups 40

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., All trademarks are the property of their respective owners.

B2B 40

B2B Net Promoter Score VOC NPS 40

Confirmit

MAY 29, 2018

What is Voice of the Customer (VoC)? Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. There are variations for B2B and B2C organizations, between specific industries, and even between regions. Learn More.

Voice of the Customer 40

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

Lumoa

MAY 11, 2020

The two defined VoC as a research strategy meant to help business owners and their employees understand what their customers think of their company, their products, and/or their services. The goal of VoC is to give business owners and workers a detailed understanding of what customers need and want.

Voice of the Customer 83

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

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. And my first book, Listen or Die , has numerous B2B examples and a chapter devoted to the differences between B2B and B2C CX.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. Here we answer 3 of the most popular CX for B2B questions. Ultimately, NPS is a tool. And beyond that? For us, at a minimum, I’d say 30%.

B2B 26

B2B CX NPS Hospitality 26

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

PeopleMetrics

MAY 4, 2020

Recover alerts are the core of any advanced VoC program. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. Following up on recover alerts is the heart of your VoC program. Did their NPS score rise?

Close the Loop 78

Close the Loop VOC CEM NPS 78

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? And/Or, since NPS programs are continuous and “always on,” what is the mechanism for trending data from the same accounts and contacts over time?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

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.

NPS 135

NPS CX Net Promoter Score Close the Loop 135

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B VOC CX Customer Feedback 40

Callminer

AUGUST 6, 2019

Finding the right VoC platform is crucial if you want to successfully improve your service. One of the biggest failures with VoC campaigns today is not making changes once feedback has been collected. The best VoC technology should also be able to integrate seamlessly. Keep things up-to-date.

Contact Center 140

Contact Center VOC Social Media AI 140

SurveySensum

MARCH 15, 2024

It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. It is a customer experience platform that provides necessary insights into your customer base across different industries like B2B, Fintech, Telecom, etc. Examples of these surveys include NPS, CSAT, CES, SSI, and onboarding.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Confirmit

NOVEMBER 15, 2020

After just five months, Louise successfully launched the Voice of the Customer program and created its first-ever Customer Service Week, providing staff with training to help them learn about the new VoC tool, understand results and bring customer feedback to life. 11% increase in customer orders. Increased customer retention.

CX 52

CX VOC Text Analytics Voice of the Customer 52

Waypoint Group

JUNE 2, 2020

What is B2B “Customer Engagement” and why does it matter? Here’s 5 minutes from his take on B2B Customer Engagement, why it’s critical (especially in “these” crazy times), and a little bit on “how” — what do you think about the importance of this type of program/KPI?

B2B 52

B2B VOC NPS 52

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. Overall NPS score? Notice that NPS is intentionally not on this list. Usage data?

VOC 61

VOC NPS B2B Non-Profits 61

ClearAction

OCTOBER 1, 2018

This conclusion is reinforced by Temkin Groups’ annual Voice of the Customer (VoC) Maturity study. Year after year in this study, the vast majority of companies are still in the Collector and Analyzer stages of VoC maturity. Flowing CXM starts with VoC as the shaper of corporate strategy and culture. align company to CX.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

PeopleMetrics

FEBRUARY 25, 2022

Voice of Customer (VoC) or customer listening. A VoC program collects, studies, and analyzes this information to help guide strategic decisions. How you approach CX and VoC will vary depending on your business context. A few common examples include: Net promoter score (NPS). CX metrics and KPIs.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start! Why are your customers turning away from you?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. Only 32 percent of those surveyed say they have the resources, skills, and tools they need to provide the experiences B2B customers require.

B2B 40

B2B Customer Experience B2C Close the Loop 40

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? But B2B is a completely different structure than B2C, and you’re most certainly missing out […]. appeared first on Waypoint Group.

B2C 40

B2C B2B Customer Feedback VOC 40

Waypoint Group

OCTOBER 6, 2021

I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.” B2B is different. And yet that’s exactly what most companies do today with their ridiculous NPS surveys. Sounds like a recipe for an argument (or divorce?).

B2C 49

B2C B2B NPS Start-ups 49

Totango

OCTOBER 13, 2020

B2B buyers have a complex and formal buying process, involving multiple people across departments. B2B 3rd party review sites have become a trusted source of information for buyers, as potential buyers trust peer reviews from people they feel aren’t being paid to represent the interests of a company.

NPS 62

NPS B2B VOC Social Media 62

Waypoint Group

OCTOBER 17, 2019

According to Paul, “Anybody can run an NPS survey, but NPS’s weakness is that it’s made for consumer companies. Having somebody like Waypoint that has the B2B expertise to go with putting feedback to work really amplifies the feedback you get.”. Paul continued: “This isn’t about NPS. This is about feedback.

B2B 40

B2B Actionable Insights NPS Compliance 40

Confirmit

SEPTEMBER 24, 2018

Improve VoC metrics like NPS® and correlate this improvement to revenue. 10 Steps to Creating an Effective VoC Program. Forrester’s analysts recognized that “Confirmit’s strengths lie in surveys, analysis, and guidance, especially for B2B firms.” Interesting Links. INFOGRAPHIC. Learn More.

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

SurveySensum

AUGUST 9, 2022

SurveySensum is one of the best survey tools that use AI and other advanced technologies to create intelligent NPS, CES, CES, CSI, SSI, and market research forms and surveys to gather customer feedback. The solution works best for industries like Education, Healthcare, Technology, Retail, Financial Services, B2B, Travel, Hospitality, etc. .

Sentiment Analysis 52

Sentiment Analysis NPS ML Start-ups 52

Waypoint Group

NOVEMBER 6, 2015

For example, most companies treat their top “strategic” customers (especially in B2B) very differently than smaller accounts. Critically important for B2B organizations: recognize that there really isn’t a “customer.” Our Net Promoter Score (NPS) is +22 overall, a 5 point drop form last year… we better do something.”

B2B 49

B2B Net Promoter Score Finance NPS 49

Waypoint Group

JANUARY 14, 2015

So nothing new here really, but still worth calling out for our B2B audience as I am frequently asked, “What should I do about feedback from multiple people in one account? The post An Oldie but Goodie: The Flaw of Averages (and the impact on B2B Businesses) appeared first on Waypoint Group. Do I just average it?”

Net Promoter Score 45

Net Promoter Score B2B NPS Customer Feedback 45

Confirmit

SEPTEMBER 24, 2018

Improve VoC metrics like NPS® and correlate this improvement to revenue. 10 Steps to Creating an Effective VoC Program. Forrester’s analysts recognized that “Confirmit’s strengths lie in surveys, analysis, and guidance, especially for B2B firms.” Interesting Links. INFOGRAPHIC. Learn More.

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40