Retently

JUNE 28, 2022

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. Great feedback? Ask customers to spread their love on social media. They read their feedback, check the high score, pat themselves on the back and move on to other tasks.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Daniel Group

JULY 10, 2020

Too often, B2B managers jump on the Customer Feedback bandwagon without thinking as much as they should about their customers. Yes, I said, “without thinking about their customers!” They decide to adopt feedback approaches that come from the business-to-consumer (B2C) world. B2B Customers have unique needs.

B2B 52

B2B B2C Feedback Survey 52

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. In the end, everything is connected.

B2B 94

B2B Customer Experience Roadmap Culture 94

Daniel Group

JULY 17, 2020

B2B Customers have a very different set of needs to be happy with your company and to remain loyal. Compared to B2C, the B2B purchase is not a one-time, one-on-one interaction. The B2B provider is often an extension of the customers’ business operations. Yes, I said, “without thinking about their customers!”

B2B 52

B2B B2C Feedback Survey 52

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Financial Customer Centricity B2C 52

SurveySensum

OCTOBER 17, 2023

And for this, they are required to understand the importance of gathering and analyzing customer feedback. This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction.

Feedback 52

Feedback Tools Management Knowledge Base 52

Customer Bliss

MARCH 28, 2018

Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. Invest Deeply in Listening to Your Customers. Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Kustomer

JANUARY 21, 2021

With the masses flocking to online business, especially in times of COVID-19, those involved with customer service and business-to-business companies have had to completely rethink the customer experience. You’re listening to the Customer Service Secrets Podcast by Kustomer. But they really didn’t understand B2B.

B2B 95

B2B Company B2C Customer Centricity 95

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. Leverage Voice of Customer Feedback.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

Lumoa

JUNE 30, 2022

You might get feedback from your team around their perception of not being taken seriously across your organisation. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. Pick one area and make a change to the customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Daniel Group

SEPTEMBER 23, 2021

What’s the best way to get feedback? It depends on multiple factors, from the complexity of the transaction to your customers’ preferences. Remember, for deep analysis, there is no substitute for talking to your customers one at a time. Mixed Feedback Channels Work Best. Welcome to Success Strategies.

Feedback 98

Feedback Self Service Omni-Channel Travel 98

Wootric CX Blog

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. With their permission, we’re sharing some key findings here.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). You capture direct customer feedback and respond when they are upset or leverage it when they’re happy. But will they actually?

B2B 49

B2B Tips Customer Experience B2C 49

inmoment

AUGUST 10, 2020

If you’re a practitioner who won support for your B2B experience program and have since implemented it across your organization , congratulations! Acquiring new customers is neither simple nor cheap, and if there’s one group of stakeholders who constantly bears this fact in mind, it’s the C-suite.

B2B 52

B2B Measurement ROI Customer Retention 52

Ann Michaels and Associates

MAY 19, 2020

B2B companies have a unique challenge in evaluating customer experience. A well formulated and thought out feedback process will serve to be an effective tool. So the logical thought may be surveying customers at each step of the process. Consider setting up some initial guidelines for the feedback process.

B2B 52

B2B Customer Experience Guidelines Feedback 52

ERDM

APRIL 16, 2020

B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers. Recent Voice of Customer (VoC) research conducted by my company, ERDM Corp., based DuPont Safety and Construction. Also important: Think customer-first.

B2B 59

B2B Marketing Study Connections 59

ERDM

APRIL 16, 2020

B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers. Recent Voice of Customer (VoC) research conducted by my company, ERDM Corp., based DuPont Safety and Construction. Also important: Think customer-first.

B2B 52

B2B Marketing Study Connections 52

Daniel Group

FEBRUARY 3, 2022

Focus on Customer Experience! The start of a new year is the perfect time to focus on Customer Experience. Regardless of what type of B2B business you are in, your company changed in the last two years. Your customers have changed too. And yet, somehow that wasn’t translating consistently to all of our customer base.

Customer Experience 105

Customer Experience B2B Touchpoint Employee Engagement 105

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. not responding to feedback requests or joint account planning processes). Get customers to provide feedback!

NPS 40

NPS Financial B2B Exercises 40

SurveySensum

OCTOBER 27, 2023

In today’s digital landscape, where your online reputation has the power to determine your B2B business’s fate, customer feedback stands as the cornerstone of your success. And when we say customer feedback, we mean every facet of it – not just the good but also the criticisms. BONUS : 51.7%

Strategy 52

Strategy How To B2B Social Media 52

ChurnZero

SEPTEMBER 23, 2020

We believe that Customer Success teams are uniquely positioned to step up and provide business continuity to customers as well as tend to and protect their customer bases, so their organizations can survive, and we are proud to empower CS teams to do just that with our solutions and resources.”

B2B 98

B2B Healthcare Touchpoint Customer Voice 98

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. Insurance review sites collect customer feedback to shape your business’s narrative.

Insurance 109

Insurance Financial Feedback Consumers 109

Influitive

MAY 15, 2015

The problem is, many B2B community managers are unsure about how to get started. B2B communities are all about building relationships and trust, which take time to develop. Don’t forget customer satisfaction & feedback. Consider the impact of not only continuously gathering feedback, but acting on it, as well.

ROI 61

ROI B2B Roadmap Metrics 61

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ClearAction

NOVEMBER 3, 2017

All this happened after 20,000 small and medium business accounts were added to tw telecom’s customer base through a merger. A global provider of managed network services, tw telecom discovered that their acquired customers were very different from their historical customer base.

Customer Experience 119

Customer Experience Net Promoter Score B2B Study 119

Customer Bliss

JUNE 8, 2020

This is a group of senior leaders across marketing, sales and customer success and we meet regularly to stay tightly aligned on everything from strategic planning and short-term plays. B2B is interesting. What happened with your client base and how will it show up in the future with client expectations? – Bob Buiaroski.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

SurveySensum

MARCH 15, 2024

They both launched their products around the same time but only Company B received more downloads and positive feedback. This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics.

Tools 52

Tools Software Marketing Analytics 52

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.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

delighted

FEBRUARY 15, 2021

For Delighted customers with an extremely large customer base, it may not be completely practical to survey each and every person. As a result, it isn’t necessary to survey all customers for larger companies (e.g. An NPS survey was sent to 500 recent customers. Survey sample size. Margin of error.

Survey 94

Survey Effort Score NPS Net Promoter Score 94

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 Company B2C 148

Totango

JANUARY 22, 2024

Customer success will be the C-suite partner for growth The current enterprise B2B environment is marked by fierce competition, complex stakeholders, and an urgency to demonstrate end-to-end value to both customers and the business.

Customer Success 95

Customer Success Consulting Customers Leadership 95

Team Support

MAY 11, 2021

At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products. H istorically, B2B customer support departments have not been thought of as revenue generating.

Effort Score 98

Effort Score B2B Customer Success Metrics 98

Totango

JUNE 4, 2021

However, today’s technology allows you to go much further with personalization by incorporating data about your customer’s profile and behavior. If you have a good 360-degree view of data on your customers and the ability to segment customers based on your data, you can engage clients in highly personalized ways.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Retently

JUNE 28, 2023

Despite being priced higher than many competitors, the brand has built a loyal customer base that love the unique experience and perceived value their products offer, paired with the exceptional service that justifies the price tag. Implement the Net Promoter Score for your business and start collecting actionable feedback.

Customer Satisfaction 143

Customer Satisfaction Net Promoter Score Fashion B2C 143

CX University

MARCH 18, 2024

The company leverages AI and machine learning to create custom and targeted experiences for customers based on their unique preferences, browsing history, and purchase behavior Benefits of Hyper-Personalization The shift towards hyper-personalization offers benefits for both businesses and customers. Customer Retention.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

ChurnZero

JANUARY 20, 2021

Like many B2B SaaS businesses, happy customers are at the core of PieSync’s success. Meyns notes their product was created with simplicity in mind, so customers wouldn’t have trouble using it. Jonas Rasschaert, PieSync’s Customer Success Manager, pointed to three things that make PieSync’s Customer Success strategy thrive.

Customer Success 98

Customer Success B2B Metrics Strategy 98

Waypoint Group

JULY 18, 2018

Using these comments, both good (promotors) and bad (detractors), can prove to be extremely vital feedback to your product team. They had no Voice of Customer programs, so that gave us an opportunity to start with the basics. We would then rank order how many times the tag was used in those feedback buckets.

NPS 40

NPS Feedback Effort Score Leadership 40