Retently

OCTOBER 16, 2023

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The reality, however, is that NPS® is just as valuable as a customer satisfaction tool as ever. Create a free trial account for your own SaaS product, then send yourself an NPS email.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. In fact, NPS can be a powerful tool — possibly the most powerful at your disposal — for improving B2B retention.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Retently

NOVEMBER 27, 2023

Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy. Outsourcing NPS programs will allow refocusing on important business activities without sacrificing quality or service in the back-office.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Why is B2B Customer Retention Important?

Customer Retention 141

Customer Retention B2B Customers Loyalty Programs 141

Feedbackly

MAY 25, 2023

However, with time, we realized that NPS alone is not sufficient to know everything about customer experience despite being a powerful CX metric. If you want to adopt NPS to your CX strategy, knowing its benefits and drawbacks can help you optimize your CXM program better. Where does NPS fall short?

NPS 52

NPS Metrics B2C Advertising 52

Retently

AUGUST 20, 2024

As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. As a Growth Hacker, it’s an even more valuable metric for fueling your business’ short and long-term growth. When you use NPS for your startup, it greatly helps do both.

Net Promoter Score 78

Net Promoter Score Metrics NPS Advertising 78

Retently

MARCH 14, 2023

Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. But while customer reviews have become an integral part of the ecommerce landscape and are here to stay, NPS surveys are just making their way in the DTC industry, although extensively adopted by B2Bs.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Think Customers

JULY 25, 2024

Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. The Inadequacies of NPS NPS is centered on a single question: “How likely are you to recommend us?”

Metrics 40

Metrics Feedback NPS Net Promoter Score 40

InMoment XI

JULY 13, 2022

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

Totango

JULY 1, 2022

For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model. This blog will look at why customer loyalty is vital for B2B SaaS businesses and how successful companies effectively cultivate it. First, we’ll discuss what customer loyalty is.

B2B 110

B2B Loyalty Net Promoter Score B2C 110

eglobalis

JUNE 27, 2024

However, while easy to write about, it is much harder to implement in both B2B and B2C contexts. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 78

NPS Customer Centricity Loyalty Presentation 78

Retently

JUNE 28, 2022

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. That is if you put your NPS® to work. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Retently

JULY 16, 2024

Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture. However, if you’re only tracking the score for the sake of it, you are wasting time and effort.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

InMoment XI

OCTOBER 9, 2024

Sometimes, collecting feedback from clients calls for a tailored approach, especially when it comes to distinguishing between B2C and B2B interactions. Methods like one-on-one interviews, comprehensive surveys, and dedicated online portals help gather specific and detailed context from decision-makers to enhance the B2B customer experience.

Feedback 195

Feedback Social Media 2024 B2C 195

Wootric

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. The main purpose of NPS is to drive action.

NPS 69

NPS B2B Net Promoter Score E-support 69

Experience Investigators by 360Connext

JULY 6, 2015

When a B2B customer is trying to determine who to call or what to do, the first line of defense is often sales. These are the earliest relationships formed, and for a B2B customer, their “guy” is who they think of when they know they need to call someone. B2B customers are still people.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Feedback Loyalty Customer Satisfaction 52

eglobalis

OCTOBER 14, 2024

The same applies to B2B and B2C. For example, the customer expectations for a B2B tech company will differ significantly from those for a consumer-facing retail brand. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

Retently

JULY 8, 2024

Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

Net Promoter Score 148

Net Promoter Score NPS Metrics Reference 148

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.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability. The second, a B2B example, involves a major business services firm.

B2C 102

B2C Metrics B2B Competitive Advantage 102

SurveySensum

JULY 21, 2023

That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. Top 11 B2B Customer Retention Strategies Here are the 11 best practices you can use to boost customer retention in your business. You should also consider the immense benefits of incorporating a loyalty program into your B2B strategy.

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

SurveySensum

SEPTEMBER 7, 2023

Since Net Promoter Score is a loyalty metric it is not the right question here. But more often than not, businesses make this common mistake while sending an NPS survey. The success of the NPS survey majorly depends on timing. Also, sending the right type of NPS survey at the right time matters a lot. What does that mean?

NPS 52

NPS Net Promoter Score Automotive B2B 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

Team Support

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. NPS Scores: The NPS (Net Promoter Score) is a measure of a customer’s overall opinion on a company.

B2B 98

B2B Net Promoter Score 2003 NPS 98

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 100

Metrics Customer Success Net Promoter Score NPS 100

SurveySensum

AUGUST 17, 2023

Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. When customers give high NPS scores, it signifies their satisfaction and loyalty. There comes NPS score calculation. How to Calculate NPS Score? So, continue reading.

NPS 52

NPS Net Promoter Score Demo Customer Satisfaction 52

InteractionMetrics

DECEMBER 22, 2022

How happy were your B2B customers this year? B2B Customers: The Guide to Building Better Surveys. The reason I ask is that most B2B customers are having mediocre experiences: The software development company ClearlyRated finds that B2B sectors like manufacturing, engineering, and banking have NPS scores in the mid-40s.

B2B 52

B2B 2023 NPS Banking 52

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Structured questions also make it easy to calculate scores such as NPS, CSAT, or CES. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. With AI, you can get answers to most of your “why” questions.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

SurveySensum

DECEMBER 22, 2023

During the call, the agent asked for a 5-star rating in the NPS survey, explaining that it impacted his monthly review and incentive. Unfortunately, this is not an isolated case of NPS gaming. While your NPS score will be high, this only gives you a false sense of growth and even damage your brand’s reputation.

NPS 52

NPS Customer Centricity Feedback Demo 52

Daniel Group

JULY 27, 2023

What We’ve Learned to Help Clients Generate NPS Growth! At The Daniel Group, we truly have learned how to help our clients generate NPS growth. Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. Overall, NPS has grown from 67% to 85% now.

NPS 52

NPS Net Promoter Score 2005 2007 52

Daniel Group

AUGUST 13, 2021

B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now. Excellent B2B Customer Feedback surveys must start with thinking about what you really want to find out from your customers; i.e., begin with the end in mind. Utilize all B2B Customer Feedback Survey Methods. See chart below: 4.

B2B 98

B2B Feedback Loyalty Programs B2C 98

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. So, let’s explore how you can leverage customer insights to improve B2B Customer Service. What is B2B customer service? That’s right! The main goal?

B2B 52

B2B Feedback Customer Service Touchpoint 52

SurveySensum

NOVEMBER 24, 2021

6-steps to efficiently analyze your NPS program. 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. But NPS is not just a score to increase, it is a system that helps you identify the gaps in your customer experience.

NPS 52

NPS Net Promoter Score B2C B2B 52