Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. The situation when B2B CX was very distant from B2C CX has been rapidly changing. A company usually follows a set of KPIs. What metrics should you follow?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. A company usually follows a set of KPIs.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

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. We’re moving towards personalized omnichannel experience in B2B customer journeys. A company usually follows a set of KPIs.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Kayako

JULY 30, 2018

If not, what’s holding you back from these powerful opportunities to engage with your customers? Customer voice: Creating content through dynamic customer feedback and their perspective is the fastest way to successful content marketing. Generating content that is initiated from what customers do and say is powerful.

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) is the concept that all of the touchpoints between a business and its customers contribute to the customer's overall impression and emotional connection to the business. This connection is a critical factor in driving customer retention and net promoter score improvements over time.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Second to None

FEBRUARY 15, 2019

So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. Net Promoter Score (NPS). Customer Effort Score measures the level of complexity of your service.

Customer Experience 78

Customer Experience Effort Score NPS Net Promoter Score 78

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. What Are the Characteristics of Best-in-Class Voice of the Customer Programs? Contact Us.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40