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Customer Satisfaction

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

B2B Customer Surveys: A Means To An End

 
Surveying your customers is important. It allows you to start to understand what your customers are thinking and how they are feeling, and, armed with this knowledge, you can set out to try and improve your customer offering and therefore customer satisfaction and loyalty.
However, it’s important to remember that survey scores themselves

The Relationship Between Market Share and Customer Satisfaction

A recent research paper, ‘Reexamining the Market Share-Customer Satisfaction Relationship’, examined the longitudinal relationship between market share and customer satisfaction of US businesses. Contradictory to popular thought, it found that not only did market share have no impact on future customer satisfaction, but that the two variables were actually negatively correlated. The authors believe that

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

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,

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

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

B2B International gauges business sentiment on both sides of the Atlantic

B2B International has done for itself what it does for others – conducted market research to ask clients and prospective clients what marketing concerns/interests they have and what challenges they expect their business to face in the year ahead. The response is an overview of the prevailing mood in Europe and America

Putting the Customer at the Heart of the Business

In a special Business Surgery, Carol-Ann Morgan discusses why Greg Smiths letter published in the New York Times (“Why I Am Leaving Goldman Sachs” – NY Times – 14.3.12 ) should serve as a warning shot across the boughs for any company which considers its customers or clients only in revenue generation

Risky M&A–Delighting Shareholders to the Detriment of Customers

In this week’s Business Surgery, Julia Cupman discusses the risk to customer satisfaction through badly managed M&A
The repercussions of the merger of United and Continental airlines are continually impacting on the B2B International team. Many of us here at B2B travel with Continental (sorry, “United Airlines”) domestically as well as across

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