Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. Same as with B2B customers, B2C customers expect consistent and personalized omnichannel experience. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

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

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. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants.

VOC 62

VOC B2B Close the Loop Non-Profits 62

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. I hope you don’t just want a vanity metric… I think we’re all tired of those NPS press releases that promote a company’s own artificially-high/gamed Net Promoter Score.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Qualtrics

AUGUST 22, 2019

CX in B2B is a different ball game than B2C. While the B2B sector can look to B2C for some CX inspiration (and evidence of the rewards), there are a number of differences that must be considered. Experience data , like NPS or text and voice sentiment , tells you why your program performed the way it did.

B2B 29

B2B CX B2C Close the Loop 29

PeopleMetrics

MAY 4, 2020

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. For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Close the Loop 78

Close the Loop VOC CEM NPS 78

Confirmit

MAY 29, 2018

Close the loop with individual or group of customers to respond to their feedback. Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc.,

Voice of the Customer 40

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

Qualtrics

APRIL 14, 2021

A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. At the core, there are some similarities between B2C and B2B businesses — you rely on customers, and for them the experiences you deliver are everything.

B2B 26

B2B Close the Loop CX B2C 26