Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

2017 106

2017 NPS Net Promoter Score B2B 106

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? That’s where customer feedback comes into play. That’s right!

B2B 52

B2B Feedback Customer Service Touchpoint 52

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

2016 105

2016 NPS Net Promoter Score B2B 105

Retently

SEPTEMBER 6, 2018

Measured every quarter or just after a major transaction, NPS© shall give your business the ability to capture valuable feedback at any moment in the customer lifecycle. The ‘What’ and ‘When’ of Relationship NPS. You can, of course, go through the entire customer list, inquiring for feedback on the overall opinion of your brand.

NPS 78

NPS Net Promoter Score Events Touchpoint 78

Retently

JANUARY 13, 2019

Net Promoter Score® (NPS®) is usually correlated with a business’ growth potential – and for good reason. However, it’s important to understand that there’s more to an NPS campaign than the score itself. Don’t worry, though – we’ve got you covered with useful tips on how to analyze the survey data from your NPS campaigns.

NPS 80

NPS Net Promoter Score Customer Satisfaction Feedback 80

delighted

JUNE 28, 2019

Net Promoter Score (NPS) is a key indicator of customer satisfaction, as well as a strong predictor of future growth. To improve your customer experience (CX), having the right tools to get you the information you need about the people who shop with you is essential. Why do you need specialized NPS software?

NPS 57

NPS Customer Experience Net Promoter Score Feedback 57

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. Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Middlesex Consulting

MAY 31, 2015

2) About two years ago I co-authored an article in SupportIndustry.com about the six sources of B2B customer expectations. This is how most organizations that sell to businesses (B2B) think and do business even today. We tend to forget that B2B prospects are not some faceless anonymous departments. Times are changing.

B2C 60

B2C B2B Magazine Competitive Advantage 60

SurveySensum

SEPTEMBER 4, 2023

Product NPS Surveys Why should you launch Product NPS surveys? You should implement product NPS surveys in B2B to quantify customer loyalty by asking how likely users are to recommend your product. Launching NPS surveys enables measuring loyalty in a concise, impactful manner.

NPS 52

NPS Demo Feedback User Experience 52

SurveySensum

MARCH 15, 2024

It helps you identify and understand your customer base. 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.

2024 52

2024 Marketing Demo NPS 52

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. B2B marketing expert Chris Ryan of Fusion Marketing Partners advises that, instead of just dealing with problems, CX could help marketing identify highly satisfied customers and “look for chances to make heroes out of your customers.”.

ROI 150

ROI Webinar Sales Loyalty 150

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

GetFeedback

JULY 19, 2019

By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. This is one of the reasons having a far-reaching Voice of the Customer (VoC) initiative is so important.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Customer Bliss

DECEMBER 13, 2016

If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. Next up: Built the drivers of NPS by function, identifying root causes. I’ve so often seen organizations have real, legitimate work — growth goals, customer insights, etc.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

SmartKarrot

APRIL 4, 2022

Customer experience and customer interactions need to be chalked in the right manner to enhance customer-centric culture. 10 Tips for B2B SaaS Businesses to build a Customer-Centric DNA. For a B2B SaaS business to build customer centricity, the key is to ensure certain tips are followed.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? How to link the NPS improvement efforts to the financial benefit in practice? This can make you save in customer support and repair costs.

NPS 121

NPS Financial Feedback Net Promoter Score 121

SurveySensum

JANUARY 5, 2023

A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. And those insights determine whether your product is qualified enough to their expectations or not. . AskNicely believes in making each customer experience awesome.

2023 52

2023 Feedback NPS Demo 52

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. NPS surveys are short and simple allowing customers to speak their mind without significant time commitment, and time is something a leaving client would not want to waste.

Feedback 95

Feedback NPS Roadmap Customers 95

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Gainsight

NOVEMBER 18, 2019

After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. Post-it notes are everywhere, laying out our customer journey map. The reality is, B2B customer journey mapping is uniquely tough. We’ve all been there.

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9

CustomerSuccessBox

JUNE 7, 2022

Check out Anita’s interview where she gives insights into how you can manage churn efficiently. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. Top Influencer 2021 by Engati.

Management 52

Management NPS Definition Metrics 52

delighted

MAY 10, 2019

This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights. After all, what matters isn’t just the volume of feedback, but whether you’re capturing feedback from the customers who matter most to your business. Relationship NPS feedback. B2B/SaaS Product Feedback.

Feedback 66

Feedback B2B NPS Touchpoint 66

ChurnZero

DECEMBER 27, 2019

How Best to Create a B2B Cus t omer Survey . CSAT and CES and NPS, oh my! There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way.

2019 64

2019 Blog E-support Chief Customer Officer 64

SurveySparrow

FEBRUARY 22, 2024

Providing this level of flexibility ensures that customers can provide feedback through their preferred channels. As a result, it increases the likelihood of engagement and gets more complete customer insights. They offer 1000+ survey templates that you can use or customize to your needs.

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

delighted

MAY 10, 2019

This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights. After all, what matters isn’t just the volume of feedback, but whether you’re capturing feedback from the customers who matter most to your business. Relationship NPS feedback. B2B/SaaS Product Feedback.

Feedback 43

Feedback B2B NPS Touchpoint 43

delighted

APRIL 27, 2021

The average response value is your Net Promoter Score (NPS). The general sense is that you wouldn’t recommend a product or service you didn’t like to a friend or colleague so it’s a true indication of the customer’s own feelings about the product. How likely are you to recommend this product to a friend or colleague? (0

Feedback 98

Feedback Management Net Promoter Score Advertising 98

delighted

JANUARY 7, 2020

Fueled by big data, AI is reshaping how brands scale their businesses, improve product offerings, and connect with customers. According to Gartner, 30% of all B2B companies will employ artificial intelligence to augment at least one of their primary sales processes by 2020. We were able to literally just watch the scores decline.

2020 40

2020 Brands Customer Experience Feedback 40

Waypoint Group

JUNE 13, 2018

It’s not that driving better customer experiences (CX) is a bad thing; it’s that there could be a higher calling for CSMs, if customers have an appetite for it. you should assume these customers have an appetite for it, but again you best make sure you know the answer). One more hint: Voice-of-customer <> NPS!

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

InteractionMetrics

JUNE 19, 2020

Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.” And Deborah Campbell, VP of insights at Verizon, adds, “It’s not about chasing the number (NPS), it’s about understanding what our customers want and need from us.”.

Net Promoter Score 52

Net Promoter Score Reference Magazine Insights 52

SmartKarrot

AUGUST 2, 2023

Without a robust CS platform, your team will get tangled in the huge web of customer data and waste their time dealing with repetitive tasks. These tools are helpful for CS teams to anticipate customer needs and personalize their interactions. It reflects the probability of a customer recommending the product or service to others.

Customer Success 10

Customer Success Net Promoter Score Customer Retention NPS 10

SmartKarrot

JUNE 7, 2021

There is an opportunity for great partner relationships to align ecosystems around customer success. Shared positive customer outcomes Better alignment on customer journeys Improved playbooks Shared meters for customer health like adoption, advocacy, NPS, and more. 360-degree view of customer journey.

Customer Success 10

Customer Success ROI B2B NPS 10

Waypoint Group

MAY 23, 2018

So what metrics are good indicators of strengthened customer relationships? Consider using a B2B-centric customer feedback tool such as TopBox to be able to collect and visualize the health of the account in a scalable way. Now the process is easy: Engage the right contacts with an open mind.

Measurement 40

Measurement Customer Success Metrics B2B 40

SmartKarrot

MAY 6, 2022

The CX team, which is responsible for customer success The Action team – this comprises people from across the organization – responsible for taking actions that impact customers. What separates customer journey mapping between B2B and B2C companies? How many customer journey maps do you need?

Customer Journey Mapping 10

Customer Journey Mapping Customer Journey Touchpoint B2B 10

SurveySensum

AUGUST 22, 2023

Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. All this can lead your SaaS companies to transform customer insights into tangible success. Feedback tailors your product to fit B2B clients, showing them you’re in sync with their needs.

Feedback 52

Feedback Net Promoter Score B2B Roadmap 52

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

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 dashboards and reports commonly emphasize customer-facing issues and apparent safe zones.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62