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.
CloudCherry
DECEMBER 1, 2018
In today’s B2B world, customer experience management (CEM) often falls to the customer success team. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. For example, employee NPS has a strong correlation with customer NPS. Where does Customer Experience actually live?
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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!
SmartKarrot
JUNE 29, 2022
So ECX has significant crossover similarity to B2C but comes with its own set of challenges and priorities. If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience. Create and Enforce Goals for Your CX Team.
CloudCherry
OCTOBER 30, 2018
In today’s B2B world, customer experience management (CEM) often falls to the customer success team. The origins of CX lie in the B2C domain and are steeped in the discipline of market research. For example, employee NPS has a strong correlation with customer NPS. Where does Customer Experience actually live?
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!
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.
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