Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. As a result, B2B clients often feel a responsibility to provide feedback since it means optimizing their partnership and business operations.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Thematic

JULY 21, 2023

This interview was first published at Upsilonit.com Anton Oparienko (COO, Upsilon): Today, I'm pleased to have Alyona Medelyan with me, the co-founder and CEO at Thematic , an innovative feedback analytics solution. Alyona: There were several companies that shared with me that they needed help analyzing NPS feedback.

Feedback 62

Feedback Net Promoter Score Consulting NPS 62

GetFeedback

MAY 4, 2018

Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Get their take before you develop new features and plan the product roadmap. ” won’t give you actionable feedback. Want to collect a wide range of user feedback at once?

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the folks they've endeared themselves to since the start of the sales pursuit. "We

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

CSM Magazine

MARCH 14, 2022

Nicereply and EvaluAgent form partnership to help customer service teams make more of their customer feedback and quality assurance programmes. James Marscheider, CCO of EvaluAgent, said: “We’re enabling our customers to make more of their customer feedback. The benefit to users is they complete the survey with 1 click only.

Customer Service 52

Customer Service Net Promoter Score Roadmap Effort Score 52

Thematic

JULY 11, 2022

When you have a lot of text feedback, like open-end survey responses, app review comments or twitter threads, how do you begin to make sense of it all? Qualitative data is inherently unstructured, with people contributing ideas and feedback in the way that is natural to them. It’s a conversation, rather than a list of points.

Roadmap 77

Roadmap Banking NPS Feedback 77

CustomerSuccessBox

APRIL 12, 2022

With plenty of priorities already lined up for business growth, most businesses miss out on defining a growth roadmap for individual clients. A few KPIs that you might want to track this year are 1) Expansion MRR and 2) Net Promoter Scores (NPS). Also, it is important to get their feedback and improve your service.

2022 52

2022 Customer Success Customer Journey Mapping Net Promoter Score 52

AskNicely

SEPTEMBER 6, 2018

Executive Buy-in for Net Promoter Score. Feedback in Operations. 80% of those actioning NPS surveys d iscuss customer feedback at team meetings. 56% share feedback via ema i l and 36% use dashboards on all screens to keep customer feedback at the forefront of every employee’s mind.

NPS 60

NPS Net Promoter Score Customer Success ROI 60

SurveySparrow

JULY 24, 2023

Data Collection & Analysis : Gather customer data pre-and post-sale, then analyze it for trends and insights that can drive improvements. Net Promoter Score (NPS ): Measures customer loyalty by asking customers their likelihood of recommending a company. Act on Feedback : Use customer feedback to drive improvements.

Customer Experience 52

Customer Experience Net Promoter Score Loyalty Customer Satisfaction 52

SmartKarrot

APRIL 25, 2023

Work together with the sales team to spot chances for expansion and to build customer accounts. To incorporate consumer feedback into the product roadmap and strategy, closely collaborate with the other departments (Product, Sales, and Marketing).

Customer Success 19

Customer Success Net Promoter Score Roadmap Customer Journey Mapping 19

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. Example 2 Insight: Feedback from customers reveals that your App is not working properly. VS. Actionable insight: Feedback from customers reveals that 100 people have mentioned that the login function is not working properly.

Insights 83

Insights NPS Net Promoter Score Feedback 83

InMoment XI

OCTOBER 10, 2023

While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments. It provides businesses with immediate feedback on customer satisfaction levels. Frustrating, right?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. In traditional post-customer experience feedback using legacy rating scale questions such Net Promoter Score (NPS) or Customer Satisfaction we tend to capture rationalized thinking that attempts to explain behavior.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Maru Group

FEBRUARY 25, 2021

Great CX programs shape the roadmap to deliver better experiences. In traditional post-customer experience feedback using legacy rating scale questions such Net Promoter Score (NPS) or Customer Satisfaction we tend to capture rationalized thinking that attempts to explain behavior.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Customer Satisfaction Score (CSAT). Net Promoter Score (NPS). Net Promoter Score (NPS). By incorporating their feedback into your roadmap.

Metrics 65

Metrics Net Promoter Score Management NPS 65

SurveySensum

FEBRUARY 22, 2024

With the help of a robust employee feedback tool , it not only has the potential to boost productivity but minimizes employee turnover as well; leading to a highly engaged workforce. Employee experience strategies function as a detailed roadmap that organizations employ to enhance the overall perception and satisfaction of their workforce.

Employee Experience 52

Employee Experience Net Promoter Score Feedback Demo 52

SurveySensum

JULY 11, 2023

Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. Use an efficient ticketing system to organize and prioritize inquiries – close the feedback loop. This results in repeat purchases, boosting your sales and customer loyalty. But, how to do that?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

SurveySensum

FEBRUARY 27, 2024

But how do you improve it for your company – BY LISTENING TO THE VOICE OF YOUR EMPLOYEES (with the help of a robust employee feedback tool , of course!) Increased Productivity: Companies with high satisfaction rates witness 31% more productivity and 37% & higher sales.

Metrics 52

Metrics Culture Demo Healthcare 52

Wootric

AUGUST 29, 2018

There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale. Because creating a constant flow of customer feedback, input, and conversation makes Customer Experience (CX) better.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Customers 65

SurveySensum

OCTOBER 5, 2020

It will tell you at what different stages you should launch customer surveys to collect feedback. . At what touchpoints and milestones should you launch feedback surveys? What is the type of feedback questions you should ask at each milestone? Based on their answers, they are divided into detractors, passives, and promoters. .

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 7, 2020

Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . These tools help you create a digital transformation roadmap and easily give your business a digital presence. . That’s why we’ve picked the 8 most useful tools to help businesses with their digital transformation roadmap. .

Roadmap 52

Roadmap Social Media Net Promoter Score Communication 52

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. When it comes to gathering customer feedback , the options are endless: comments, social media, emails, and chats with support teams. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

SurveySensum

JULY 28, 2020

The valuable feedback gets you an accurate predictor of retention and offers you with trustworthy insights that can help you in adopting the VOC program across your organization. . Inform them that you will send regular feedback requests. Agree upon the feedback frequency. Share the entire process of feedback.

B2B 75

B2B Multi-Channel Feedback Roadmap 75

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score.

NPS 121

NPS Financial Feedback Net Promoter Score 121

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. In other words, having a scalable mechanism for real-time customer feedback is not just important, it’s essential to their business model and their competitive advantage. Wendy Pochop. Get the Case Study.

Net Promoter Score 60

Net Promoter Score Feedback Competitive Advantage NPS 60

SurveySensum

NOVEMBER 9, 2021

Follow up on the feedback and take action. The valuable feedback gets you an accurate predictor of retention and offers you trustworthy insights that can help you in adopting the VOC program across your organization. Inform them that you will send regular feedback requests. Agree upon the feedback frequency.

B2B 52

B2B Feedback Multi-Channel Roadmap 52

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Sales to CS transitions. Customer health scoring. Net Promoter Score (NPS) surveys. Product training.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

delighted

JANUARY 14, 2020

Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?”. Those who answer 9 or 10 are called “promoters,” and they are your brand’s biggest fans.

NPS 40

NPS Net Promoter Score Feedback Customer Centricity 40

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

Amity

OCTOBER 12, 2017

I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Sales to CS transitions. Customer health scoring. Net Promoter Score (NPS) surveys. Product training.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

GetFeedback

SEPTEMBER 19, 2018

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. We’re here to help you think bigger about feedback, so we’ve compiled the Top 10 ways you should be collecting feedback. Support Feedback. Lost Sales Feedback. Product Feedback.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

SurveySensum

NOVEMBER 6, 2023

Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. But Bakery B followed the right methodology, got valuable feedback, and took immediate action to ensure that customer complaints were resolved. What changed? What is NPS? But Why is NPS Important?

NPS 52

NPS Feedback Loyalty Customer Satisfaction 52

ClientSuccess

APRIL 20, 2017

He believes many organizations are wrestling with questions like, “How can I justify this department separate from Sales?” Eventually, Paul explained, Customer Success usually ends up owning more revenue than Sales. Where does it live in contrast to Support?” What is the ROI on this department?”.

Customer Success 40

Customer Success Net Promoter Score ROI B2B 40

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. An easy to take survey doesn’t just yield higher response rates but also higher quality feedback data. You also want to design questions that will provide actionable feedback. Seems crazy, right?

NPS 210

NPS Net Promoter Score Measurement Metrics 210