Can NPS® fuel B2B success? Absolutely. We say this with conviction because Engaged Strategy has helped businesses achieve 80+ points NPS® surges, leading to increased client retention, revenue growth and competitive differentiation for our clients.

The B2B Customer Loyalty Challenge

Unlike the B2C market, B2B relationships involve long sales cycles, multiple decision-makers and complex service expectations. Without a structured approach to client engagement, even the best businesses struggle to convert satisfaction into loyalty.

Case Study: Leading Company Increases NPS® By 84%

A leading event management company was customer-focused but needed a structured system to capture and act on client feedback. When they engaged us to help them, Engaged Strategy implemented a disciplined NPS® transformation approach, including:

  • Leadership Alignment: A Leadership workshop to equip leaders with being the best versions of themselves and provided them with influencing skills so they can drive a a customer-first culture.
  • Employee Engagement: A comprehensive employee engagement program including a survey followed by an action planning workshop was implemented to ensure strong staff engagement and to ensure that staff would go above and beyond to deliver great experiences. NPS®
  • Frontline Enablement: Leaders were equipped to facilitate speed ideation sessions with their teams to deliver recommendation-worthy experiences, turning customers into Promoters. Subsequently this was used to drive innovation organization-wide. Staff were also trained on how to effectively call detractors so they can convert the client into a passive or even a promoter.

The Result? An 84% NPS® increase, stronger client loyalty and a growing reputation as a leader in customer experience within the event technology space.

The Engaged Strategy Advantage

  • B2B-Specific NPS® Strategies – We design engagement plans tailored for high-value, long-term client relationships.
  • Data-Driven Decision-Making – Our real-time insights ensure businesses stay ahead of client expectations and identify detractors immediately, thus giving them that powerful advantage to neutralise detractors and protect the business.
  • Proactive Problem Resolution – Addressing pain points before they escalate drives loyalty and advocacy.

Turn NPS® into a Growth Engine

Loyal B2B clients stay longer, buy more, and refer often. Let’s explore how Engaged Strategy can help you transform client relationships and drive sustainable growth.

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NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.