Home > Archive by category "Customer Satisfaction Research"

Customer Satisfaction Research

Is Employee Engagement The Key To Higher Customer Satisfaction?

It has fast become a business norm to make customer satisfaction an important focus, where customer satisfaction and NPS are the most widely used metrics to manage customer loyalty. Tied to this, many business managers hold a view that customer satisfaction and financial performance are closely linked, which in turn, makes customer-centricity an even higher

Building Loyalty for B2B Brands

 
A recent article posted on the Forbes website caught our eye this week. In it, they talked about the challenge of building loyalty in b2b markets, and how important a satisfied and loyal customer base can be. Indeed, “promoters” of a brand (those who give a high likelihood to recommend score) tend to

Improving Your Customer Experience

 
Where does your brand rank for customer experience? The latest customer experience rankings, published by Nunwood, have highlighted the UK’s best performing brands for customer experience. Retailer John Lewis took this year’s top spot, with well-known brands such as Amazon, Virgin Atlantic, M&S (food) and Waitrose making up the top 10.
These rankings are

Underestimating The Power Of A Disgruntled Customer

In this week’s Business Surgery, Julia Cupman highlights that customers in loyalty programs are not necessarily loyal. Although it is relatively easy to reward the advocates of a brand, the big challenge comes with addressing the detractors, especially before they can cause damage.
On a flight to Chicago last week, a colleague

Getting Buy-In To Your Research Project

More and more clients are coming to us at an early stage in the creation of a research brief to get our thoughts not only on how we can help research the problem but also to get our help and backing to get buy-in to the project from inside and help fight the

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

The 5 Pillars Of Good Strategy

First, you must choose a distinctive value proposition. Which needs will you serve, which customers, at what relative price? Have you staked out a positioning that’s different from rivals?
Second, and far less intuitive, you must choose to tailor your activities to that value proposition. Competitive advantage lies in the activities, in choosing to

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

The New Metric For Judging A Company’s Success

During a recent global branding study for PPG Industries Inc., B2B International developed a set of questions and a unique algorithm, which led to the creation of a new tool providing the market’s perception of benefits and price on brand. PPG Industries – the multibillion-dollar supplier of paints, coatings, chemicals, glass and fibre

Saturday Night Believer

5 days on and Peter Mullarkey is still trying to get over the disappointment of Manchester United’s loss in the Champions League Final. He hopes that by reading his TNI you will not be disappointed in business.
Special events should be celebrated and Saturday night was no exception. Manchester United & Barcelona, the two

Our Industry Expertise

Testimonials

A very good debrief. Met the objectives for the customer research very well - great analysis and recommendations.

Mars

Everyone here has been impressed by the detail and quality of the report and the level of knowledge, insight and understanding of our sector displayed by the team.

RM Education