CX University
JANUARY 30, 2024
The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. The responses are categorized as follows: Promoters (9-10), Passives (7-8), and Detractors (0-6). It has seen a consistent increase in its NPS over the years, with the score rising from +77 in 2020 to +90 in 2024.
ShepHyken
SEPTEMBER 14, 2020
My Comment: We start this week’s Roundup with a reminder of the upcoming Customer Service Week, which is the first full week of October every year (October 5-9, 2020). I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Follow on Twitter: @Hyken.
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Hello Customer
JUNE 21, 2021
If you're looking for product feedback, you can easily ask for a CSAT (Customer Satisfaction) score asking how satisfied the customer is with the product. Net Promoter Score) survey will already point you towards some insights about why people love your brand. Want to understand how your brand is doing overall?
TechSee
OCTOBER 29, 2019
In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. A successful self-service strategy will result in improved Customer Experience Metrics such as higher satisfaction scores, improved Customer Effort Score, higher Net Promoter Score (NPS) and greater loyalty.
Hello Customer
JUNE 21, 2021
If you're looking for product feedback, you can easily ask for a CSAT (Customer Satisfaction) score asking how satisfied the customer is with the product. Net Promoter Score) survey will already point you towards some insights about why people love your brand. Want to understand how your brand is doing overall?
Experience Matters
JANUARY 20, 2015
This report has rich insights about both B2B and B2C customer experience. Despite being in an industry undergoing tremendous change, Aetna is focusing on its 2020 vision to make the company 100% customer-centric. The latter effort has already resulted in reduced repeat calls, improved accuracy, and a higher Net Promoter Score (NPS).
Lumoa
MARCH 20, 2018
According to Accenture , 85% of customer interactions will be managed with AI by 2020. 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. A company usually follows a set of KPIs. What metrics should you follow?
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