Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Why is NPS ® going up or down? Why are your customers turning away from you?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

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 first, a B2C example, involves a major player in the cable television industry. Critically, in both B2B and B2C performance measurement, there is little evidence of flatlining.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. Why is NPS ® going up or down? Why are your customers turning away from you?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

PeopleMetrics

MAY 4, 2020

Recover alerts immediately identify the customers who have had a recent poor experience. 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. That leads to a more customer-centric culture!

Management 78

Management CEM Hotels 2001 78

SmartKarrot

JUNE 29, 2022

So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. How can you ensure a positive enterprise customer experience that enhances productivity and innovation? Customer experience is the most important facet of any business. Invest in Customer-Centric Technologies.

Customer Experience 11

Customer Experience Social Media CEM B2B 11