SurveySensum

NOVEMBER 24, 2021

6-steps to efficiently analyze your NPS program. How to communicate with your customers in B2B and B2C? If you have landed here, I am sure you already know what NPS aka net promoter score is. But NPS is not just a score to increase, it is a system that helps you identify the gaps in your customer experience.

NPS 52

NPS Net Promoter Score Sentiment Analysis B2C 52

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

FEBRUARY 9, 2023

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 a consistent and personalized omnichannel experience. Image by Retently.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. Closing the loop is a must. Too much can happen in a year for this to be effective.

Gaming 40

Gaming B2B CX B2C 40

Waypoint Group

DECEMBER 3, 2015

And because we ourselves are consumers first, it’s easier to fall into the trap of using B2C techniques and methodologies to do B2B CX work. It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. Closing the loop is a must. Too much can happen in a year for this to be effective.

B2B 40

B2B Customer Experience B2C Close the Loop 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. VoC Maturity Essentials – VoC Collaborators – VoC Transformers 3. So, what does it mean?

VOC 62

VOC B2B Close the Loop Non-Profits 62

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