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Customer Satisfaction

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.

Moreover, just a 5% reduction in the customer defection rate can increase profits by 25% to 85%, depending on the industry. Given these claims, it is imperative that customers know what makes buyers and specifiers choose one supplier rather than another.

A collection of our thoughts on the subject of customer satisfaction are gathered below:

White Paper: Customer Satisfaction Surveys & Customer Satisfaction Research

Written by Paul Hague and Nick Hague

Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. Therefore, when we win a customer, we should hang on to them.

White Paper: Brand Equity Research: Net Value Score – The Metric For Judging A Company’s Success

Written by Julia Cupman and Paul Hague

Many research studies provide measures on satisfaction and loyalty, but few provide measurements on perceived value. So, there is a need for a new tool that more accurately measures perceived value; this is where the Net Value Score comes in.

White Paper: Keeping Your Ear To The Ground – Stakeholder Consultation

Written by Carol-Ann Morgan

The past decade has seen a shift in recognition of the importance of seeking feedback and understanding the views of those who support a business or an organisation, or who have a vested interest in it.

White Paper: Getting People to Switch

Written by Paul Hague

What does make people switch? What is it that makes someone change their mind or their behaviour? These are crucial questions to any marketer and particularly baffling to the business-to-business marketer.

Article: Winning New Business

Running a business is a challenge, like no other. In a downturn or recession, you have to adopt the right state of mind. We thought it might be a good idea in this article to provide a checklist of just some of the important considerations needed to win new business.

Article: Innovate or Die – Create Powerful Customer Insights

It has always been assumed that marketing expenditure is one of the first things to be cut when times are hard and yet historically the market research industry has been spared. At the end of the day, gathering market intelligence on what your customers think and what your competitors are up to is crucial to any future strategy planning.

White Paper: Service Excellence As A Focus For Organisational Change

Written by Chris Daffy

Customers have changed. What used to impress them no longer does; what used to pass unnoticed is now looked for; and what used to be acceptable or bearable now causes dissatisfaction and/or complaint. So, the service techniques and processes we use to build customer loyalty must change too.

B2B illustrated a clear understanding of the project, offered proactive advice as to how we could use the information, and importantly, came across as people we felt could work well with and trust to get the job done.

Baker Tilly

The results of the research were communicated in a clear manner that enabled us to pull out key themes and areas for future development.

Germains Technology Group