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Customer Journey

Why Consistency Is the Key to a Quality Customer Experience

Our very own Matt Powell recently penned an article for Customer Experience Magazine looking at the role consistency plays across a customer journey. Taking the example of a recent train journey from London to Manchester, the article highlights the importance of consistency in the customer experience, and also what can happen after just one unsatisfactory

Are You Providing Your Customers With The Best Possible Experience?

It is now widely accepted that customers are a company’s biggest asset. Customers who have positive experiences become brand advocates, and are more likely to pay a premium for that brand and recommend it to others. On the other hand, those customers who have had negative experiences are more likely to switch brands and broadcast

Seize The Moment: Optimising The Path To Purchase

Our brains make decisions before we become aware of them. When presented with a range of products, a choice is made seven seconds before consciousness kicks in. So what does this mean for marketers?
Consumer packaged goods giant, Procter & Gamble, was the first to recognise the importance of these few seconds in the context

Why consistency can significantly boost your customer satisfaction scores

Customer satisfaction can be hard to get right. Recent research from McKinsey, however, has revealed that one factor in particular may be the key to higher customer satisfaction. That factor is consistency.
It is widely known that a customer’s journey involves many different touchpoints, and creating a consistent experience throughout this journey has a larger

How Does Zero Moment of Truth Influence the B2B Buying Process?

The decision-making process has changed. A new stage in the process, called Zero Moment of Truth, is now more apparent than ever. The Zero Moment of Truth represents the pre-shopping stage, the stage at which we first start to gather our information on prospective products. For example, the moment we first feel the need to

B2B Research Trends: Customer Experience Management

B-to-b customers have become more demanding in their expectations, which is all the more difficult for suppliers whose offerings are increasingly perceived as commodities.  Suppliers are forced to seek new ways to differentiate their offering and recapture value, and therefore maintain their customers for longer. 
“Customer experience” and

Better Manage The Customer Experience

More and more companies nowadays are recognizing the importance of managing the customer experience and, increasingly, the voice of the customer is being led at boardroom level and integrated with company strategy.
The latest white paper from B2B International, Managing The Experience Of Your Customers, goes straight to the heart of the matter,

Love Of Loyalty

Helping to create a strong company brand is something B2B International helps our clients strive for on a daily basis. By understanding a customers journey and satisfaction levels at each stage helps improve a Net Promoter Score (NPS).
The higher an NPS score the greater the number of Brand advocates. These advocates have a

Last Impressions Last!

A recent shift from focusing attention on customer service and satisfying customers through to a more encompassing management of ‘Customer Experience’ is definitely a wise decision. However, it is important to understand 3 key areas that will impact on whether your organisation delivers a true ‘customer experience’. Firstly, you need to

You Have Got To Listen

This week Peter Mullarkey discusses the simple benefit in listening to improve customer service.
One of life’s biggest frustrations is being made to wait. This may occur when a friend runs late, or the online delivery scheduled for the morning eventually arrives after supper, but for me the most frustrating wait is

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B2B International showed diligence, professionalism, resilience and adaptiveness. As a result they delivered highly valuable insights that are influencing how we will be taking this new service to the market.

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