Retently

APRIL 11, 2023

Below, we’ve explained why measuring customer satisfaction is a long-term process, and how you can leverage Retently and Net Promoter Score® to get an accurate gauge not just of how customers feel about your product but how their thoughts, feelings and feedback change over time.

Net Promoter Score 158

Net Promoter Score NPS Customer Satisfaction Measurement 158

InteractionMetrics

DECEMBER 1, 2023

Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Unfortunately, the Net Promoter Score is frequently misused. Two attributes to look for are its approach to CX and banchmarking.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint B2B 52

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Choose what matches your organization.

NPS 373

NPS Feedback Net Promoter Score B2C 373

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. NPS: A Misleading Metric For B2B In Unprecedented Times? Forbes, [link].

NPS 308

NPS Net Promoter Score 2025 Metrics 308

InMoment XI

OCTOBER 10, 2022

Whether you send out a standard survey via email or leverage the Net Promoter Score question in-app, knowing some statistics and trends can help you ensure that you get adequate feedback that helps build your business. Monday is the best day to get the highest amount of complete email surveys for B2B businesses.

Net Promoter Score 368

Net Promoter Score White Paper NPS 2005 368

Genroe

FEBRUARY 10, 2022

Advantages of Net Promoter Score A lot has been written about Net Promoter Score over the years but the advantages of the approach can be summarised in these seven areas NPS is Proven to Predict Customer Loyalty and Business Growth The link between NPS, customer loyalty and business value has been proven across a variety […].

Net Promoter Score 52

Net Promoter Score NPS B2B Loyalty 52

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 100

Net Promoter Score NPS Loyalty Customer Satisfaction 100

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 99

Net Promoter Score NPS Loyalty Customer Satisfaction 99

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 97

Net Promoter Score NPS Loyalty Customer Satisfaction 97

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 148

Net Promoter Score B2B NPS Feedback 148

Wootric

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. You’re investing in NPS for more than a score.

Net Promoter Score 98

Net Promoter Score NPS Feedback Measurement 98

eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others.

B2B 433

B2B Culture Innovation Loyalty 433

Retently

AUGUST 5, 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. So, let us guide you through the best B2B NPS software options of 2024. Top Pick for B2B SMBs 1.

NPS 78

NPS B2B 2024 Net Promoter Score 78

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).

Net Promoter Score 54

Net Promoter Score NPS Metrics Feedback 54

Wootric

DECEMBER 16, 2020

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. What is Net Promoter Score? What is a good Net Promoter Score? Because it’s possible to have a negative score if you have more detractors than promoters).

Net Promoter Score 52

Net Promoter Score Customer Retention NPS Social Media 52

CustomerSuccessBox

JUNE 28, 2021

Net Promoter Score (NPS) was first developed in 2003 by Bain and Company and it measures the loyalty of customers to a company. Net Promoter Score scores can range from -100 to 100. This measures a company’s Net Promoter Score. Even in the b2b world, it is high.

Net Promoter Score 52

Net Promoter Score NPS Customer Success 2003 52

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. You're about to find out.

Net Promoter Score 60

Net Promoter Score NPS B2C 2018 60

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. You're about to find out.

Net Promoter Score 60

Net Promoter Score NPS B2C 2018 60

Chattermill

SEPTEMBER 3, 2018

The Ultimate Guide to Net Promoter Score | Chattermill. What You Need to Know about the Net Promoter System. Do you know how Net Promoter Score can transform your business? A method of measuring customer loyalty by sorting them into detractors, passives and promoters. by Sam Frampton.

Net Promoter Score 53

Net Promoter Score NPS Feedback Loyalty 53

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

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business.

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 40

Lumoa

FEBRUARY 9, 2023

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. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense. Net Promoter Score (NPS) Measures customer loyalty by asking how likely customers are to recommend the product.

Metrics 322

Metrics Customer Success 2024 2023 322

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

ShepHyken

MAY 26, 2024

Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? My Comment: Here’s a great report from Onalytica in their 2024 B2B influencer Marketing Report. but it is well worth it.

2024 79

2024 Net Promoter Score Article Customer Service 79

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Genroe

OCTOBER 9, 2023

Explore the transformative power of AI chatbots in B2B settings. The post Practical B2B CX Use Cases for AI Chat That You Can Launch Today appeared first on Genroe | Customer Experience | Net Promoter Score. Discover practical use cases, benefits, and how to integrate them for enhanced customer experience.

Net Promoter Score 52

Net Promoter Score B2B Customer Experience Customers 52

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. Among B2B decision makers, lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? Why Should You Use B2B Customer Segmentation?

B2B 103

B2B Customer Journey Mapping Social Media Net Promoter Score 103

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. First, we’ll define what B2B customer service is and distinguish it from customer support in B2C industries. Then, we’ll consider how B2B customer service differs from customer success in a B2B context. App integrations.

B2B 95

B2B Customer Success Customer Service B2C 95

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

Genroe

JULY 5, 2022

Over the past few years, I have come across all sorts of research on Net Promoter Score. The post Net Promoter Score® Research: the “for” and “against” list appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Net Promoter Score 98

Net Promoter Score B2B Feedback Marketing 98

Waypoint Group

JULY 24, 2015

As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to interpret the data. To help B2B teams do this better, we put together the 6 Action Items for Net Promoter (NPS®) Follow-Up.

Net Promoter Score 40

Net Promoter Score NPS B2B ROI 40

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. My Take: ECXO’s approach is innovative and practical, led by people who actively help B2B and B2C companies.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

Retently

JULY 8, 2024

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. This tailored approach helps pinpoint which segments might be pulling your score down and what the key drivers of your business are.

Net Promoter Score 148

Net Promoter Score NPS Metrics Reference 148

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. These methods may be used in both B2B and SaaS contexts. First, we’ll define what customer enablement is.

B2B 85

B2B Net Promoter Score Social Media Customer Success 85