Waypoint Group

MAY 17, 2018

NPS can be quite controversial. I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and generally characterized by relationships more than transactions. So if not “recommend” then what in its place?

NPS 40

NPS B2B Net Promoter Score Company 40

SurveySensum

DECEMBER 28, 2020

Are you starting your customer experience journey? In the last few years, while working with the growth stage companies we observed a few things: . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers! What is my overall NPS score?’ ‘Are NK: Absolutely!

Voice of Customer 98

Voice of Customer B2C Chatbots Social Media 98

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 Journeys Customer Experience B2C 52

Lumoa

MARCH 20, 2018

Whether you’re new to customer experience or coming for little inspiration, this is the right place. Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. This data should be heavily weighted towards Voice of the Customer feedback.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Why is NPS ® going up or down?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out. Said no executive, ever.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. 69% of the customer-accounts that didn’t grow (accounts with 0% growth) over the last 4 years were also silent.

NPS 40

NPS Financial B2B Exercises 40

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Click here to know more about the customer journey . NPS Survey.

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

Waypoint Group

SEPTEMBER 8, 2022

Many companies produce a Net Promoter Score these days. Even worse, many companies think that merely chucking the “Recommend” question over the wall at their customers without any governance, oversight, sampling (response) strategy, or root-cause analysis to go along with it.

B2B 52

B2B Feedback Net Promoter Score Effort Score 52

Waypoint Group

SEPTEMBER 8, 2022

Many companies produce a Net Promoter Score these days. Even worse, many companies think that merely chucking the “Recommend” question over the wall at their customers without any governance, oversight, sampling (response) strategy, or root-cause analysis to go along with it.

B2B 52

B2B Feedback Net Promoter Score Effort Score 52

ChurnZero

MARCH 29, 2019

How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Customer Effort Score (CES) This gauges the difficulty or stress of a client to achieve different tasks successfully.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Waypoint Group

JULY 13, 2018

Our own Steve Bernstein was joined by Paul Piazza, Senior Director of CS at Reciprocity Labs, for a chat centered around driving a Customer-centric culture and enabling CSMs to collaborate with the rest of the company to drive the right improvements. achieve company-wide buy-in for your customer success initiatives.

Customer Success 40

Customer Success Company Customer Experience NPS 40

Wootric CX Blog

MAY 12, 2020

As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. To make the most of your time and energy, we’ve put together this list of things SaaS businesses should know before they dive into the NPS world. Wait, what is NPS exactly? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Waypoint Group

JULY 18, 2018

A “good” product is one that delivers what sales promised, deploys easily & quickly, is high quality, has an intuitive UI, plays nice in your ecosystem of data & applications, and ultimately provides the end customer with a valuable outcome and user experience for which they originally purchased the product.

NPS 40

NPS Feedback Effort Score Leadership 40

Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Your customers would certainly prefer the former, as more surveys aren’t usually the answer. Why it matters: Companies suffer from “death by a thousand cuts.”

NPS 40

NPS Survey Feedback Net Promoter Score 40

CX Journey

DECEMBER 11, 2014

For B2B companies, it’s easy to breeze through the chore of sending a customer survey: design the questionnaire, hit send, sit back, wait for responses to roll in, and simply focus on the overall target: Likelihood to Recommend or Overall Satisfaction. 2) Do we know our customers like we thought?

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

Waypoint Group

AUGUST 30, 2017

The post CX and CS: Both are Required to Drive B2B Retention and Expansion appeared first on Waypoint Group.

B2B 40

B2B Voice of Customer Video Groups 40

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Waypoint Group

OCTOBER 6, 2021

I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.” B2C companies can’t really create relationships with their customers (in general) because the staffing costs would drive them about of business. B2B is different.

Customer Engagement 49

Customer Engagement Engagement B2C B2B 49

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses.

B2C 40

B2C B2B Feedback Customer Engagement 40

Waypoint Group

DECEMBER 3, 2015

New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. New competitors with superior experiences are winning out, but also the fact that customers are more self-sufficient these days make the need greater to adjust to the modern customer.

B2B 40

B2B Customer Experience B2C Analysis 40

Waypoint Group

NOVEMBER 6, 2015

And then companies wonder why they are never able to “move the needle.”. Since we know that happy and successful customers are more likely to renew, buy more, and tell refer friends and colleagues, most companies run customer satisfaction surveys. Yet this sort of feedback analysis happens all the time. results!).

Analysis 40

Analysis B2B Feedback Net Promoter Score 40

ShepHyken

FEBRUARY 22, 2019

Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets. OTHER COMPANIES DELIVERING WOW MOMENTS: Trader Joe’s is another great example of a company dedicated to delighting customers.

Hotels 107

Hotels B2C Loyalty B2B 107

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. They enable organizations to collect feedback from their customers with surveys that measure net promoter scores ( NPS ), customer satisfaction ( CSAT ), and customer effort scores ( CES ).

ROI 52

ROI Report Net Promoter Score Effort Score 52

Daniel Group

SEPTEMBER 1, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket.

Loyalty 53

Loyalty Net Promoter Score NPS System 53

Waypoint Group

SEPTEMBER 12, 2017

at 2:22] What advice would you give to companies looking to […]. The post Short Video: ROI on Customer Feedback Matters in B2B Companies appeared first on Waypoint Group.

ROI 20

ROI B2B Video Feedback 20

Customer Bliss

JULY 13, 2018

We explore some of what she did to begin undertaking this transformation: Listen and Learn : After receiving a brief from her CEO about some challenges she might face and the work he expected of her, she spent the next 3 months as a company sleuth. With this data on hand, Patricia made it her job to speak directly to customers.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Waypoint Group

AUGUST 1, 2018

The key to scalably accelerating profitable growth is by creating truly loyal customers. And the shortest path to true loyalty is by demonstrating that the people within your company are listening. We all want loyal customers. Attitudinal (heartfelt) loyalty, which must be the mainstay of B2B companies because.

Loyalty 56

Loyalty Net Promoter Score Connections e-support 56

Wootric CX Blog

MARCH 18, 2021

The next level of CX for Growth Stage companies focuses on a few key things: Taking a more holistic view of the entire customer journey . Leveraging technology to listen to hundreds and thousands of customer comments. Get the ebook, CX FOR EVERY STAGE: How to scale your Voice of Customer program from startup to enterprise.

Net Promoter Score 52

Net Promoter Score Effort Score How To NPS 52

Waypoint Group

MAY 3, 2018

Here’s the issue : B2B professionals must be cautious when using the word “customer.” There is no “customer” in B2B, and using that word only creates confusion. There are people that influence decisions by speaking about their experience in working with a company or its products (often referred to as advocates).

B2B 40

B2B Customer Success Customer Journeys NPS 40

Totango

OCTOBER 13, 2020

Customers who become advocates stimulate enterprise growth and drive value. The Impact of Turning Customers Into Advocates. B2B buyers have a complex and formal buying process, involving multiple people across departments. Use surveys like NPS to help gather customer sentiment.

Strategy 62

Strategy Effort Score B2B Customer Success 62

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. SaaS companies everywhere have built dashboards that convey the necessary metrics or information needed to give a snapshot view of what is deemed important, right after login. High response rates generally equate to highly engaged customers. %

B2B 40

B2B NPS Guidelines Metrics 40

Waypoint Group

OCTOBER 26, 2017

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. You have customer feedback data, […].

NPS 40

NPS B2B Feedback Customer relationships 40

PeopleMetrics

FEBRUARY 25, 2022

Understanding the difference between CX and customer service (CS) is vital for creating an effective CX strategy. CX refers to the sum of a customer's interactions with your company. CS refers specifically to the process of helping to solve customers' needs and problems, oftentimes after that problem has already occurred.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71