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Customer Insight

Why Insight Is Crucial For Developing Effective Strategies

Developing effective strategies is becoming increasingly more difficult. Tough financial conditions and intensifying market competition has led to businesses seeking new, powerful strategies in order to counter these difficult market forces. But how does a business go about developing effective strategies?
McKinsey, in a recent article, highlighted five central building blocks of strategy; diagnose, forecast,

Top Tip 6: Building Long-lasting Customer Loyalty

It’s day six of our ’10 Top Tips For B2B Marketers To Make 2014 A Success’ series and today’s tip looks at how you can build long-lasting customer loyalty! To read yesterday’s top tip, click here: Top Tip 5.
 
Top Tip 6: Use your insight to build long-lasting customer loyalty
Make sure the

Customer Journey Mapping Can Help Generate Revenue

An understanding of the effect that the aftermarket services has on satisfaction and post behavioural intentions is extremely important as it not only allows companies to differentiate their offering, develop another revenue stream but most important of all, it allows a company to strengthen the relationship they have with the customer in the

The Net Promoter Score is Rubbish

Paul Hague this week advocates a simple, new metric to measure value.
In less than 10 years, the NPS or Net Promoter Score has become familiar jargon in business boardrooms. It is a single metric, a golf handicap score, that leaders can easily understand and which they can use to ruthlessly

Where Have All The Price Buyers Gone?

It never ceases to amaze how many times I discover sellers within client companies, who misunderstand the signals they get from their customers and – as a consequence – over-estimate the number of price-buying customers they have. My most famous case occurred ten years ago. I kicked off the first day of a

Are You A Loyal Customer?

Tesco says its customers’ loyalty helped boost sales and profit during the first half of the year as the business benefits from “tailwinds of recovery”
The supermarket chain recorded a 5.9% rise in sales to £21.8bn in the UK and 5% profit increase to £1,2bn for the six months ending 28th August.
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Keep It Simple & Delight Your Customers

After a week of globetrotting, Nick Hague reflects on his experiences to explain how a good questionnaire can be the first step in achieving satisfied – or, even better, delighted – customers.

As I sat at Heathrow Airport on Monday evening waiting for a connecting flight to Athens, I was confronted by a

Brand Name Blues

 

Much has been written on the subject of brands – not least by B2B International! As we know, a brand is made up of many things – name, logo and values to name but a few. But can there be any doubt about the importance of a brand name? In

Customer Loyalty and Satisfaction

On the customer satisfaction page of our website, we state the following:
“Most companies lose 45% to 50% of their customers every five years, and winning new customers can be up to 20 times more expensive than retaining existing customers. Just a 5% reduction in the customer defection rate can increase profits by

Let Your Customers Talk To You

As technology – particularly advances in the capabilities of, and access to, the internet – improves so many of our lives in countless ways, we should not forget that ‘traditional’ means of seeking information and making purchases may still very much have a place.
According to recent research findings from UK-based telecommunications company

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Testimonials

The clarity of the presentations is excellent and the data mining available to the team through the IMPSAT tool is highly rated.

Heathrow Airport Holdings Limited

This project has provided Vocollect with excellent data to feed into our strategy development process. It has fulfilled all our expectations and B2B have been extremely professional, consultative and responsive during all phases of this project.

Vocollect