Thematic
AUGUST 7, 2019
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. The question on everyones mind is: How can I prove the ROI of CX to my executive teams?
delighted
SEPTEMBER 8, 2021
Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. There’s a lot of talk about the ROI of customer experience. Very important.
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SurveySensum
NOVEMBER 24, 2021
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. And the process differs in B2B and B2C. However, in B2C, where there is a volume of customer feedback, contacting customers or following up becomes an impossible task.
Customer Bliss
JULY 5, 2016
She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C.
Thematic
NOVEMBER 28, 2019
When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations. But the greatest difference between the two segments is the focus on ROI for the organization: So, how does one prove the ROI of CX
Thematic
NOVEMBER 28, 2019
When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations. But the greatest difference between the two segments is the focus on ROI for the organization: So, how does one prove the ROI of CX
ClearAction
DECEMBER 31, 2015
All too often, it is assumed that B2B needs to be doing the same thing that B2C companies are doing, or that B2B companies are way behind B2C. ” Customer Experience ROI Opportunities in B2B Touchpoints. We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.'”
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