Most researchers and those involved in research circles are by now extremely familiar with the term “Customer Journey”. It entered the insight mainstream in 2012-2013 and has since become the all-encompassing descriptor of studies which explore t ...
Understanding the path to purchase is vital in driving brand preference. And crucially, it begins long before considerations on the likes of product features and price. Buyer journey research allows you to step into the buyer’s shoes and identify t ...
The growing trend to switch focus from Customer Service or Customer Relationship Management to Customer Experience and Customer Experience Management is a smart one. ...
In this white paper, we look at how putting the customer at the heart of your business can deliver an exceptional customer experience, and ultimately boost profits, along with some of the typical approaches for conducting customer experience research ...
As b2b market research specialists, we at B2B International are accustomed to finding answers that might not be easily available, including through extensive secondary research. We know the secrets to more successful Googling and share our top tips ...
Our latest survey of b2b marketing and research professionals across North America and Europe reveals the key focal points for business during 2017. ...
Two questions are at the heart of business to business marketing – how do people make choices in favour of one supplier rather than another, and how can we push aside an incumbent supplier and break into a new account. This paper addresses these tw ...
In examining the customer experience of over 500 b2b brands, we identified a step-by-step process to achieving b2b customer experience excellence that applies to virtually all b2b brands. ...
If you can’t benchmark your brand, you can’t better it. With this in mind, we have identified 8 tips and insights on how to better your brand through benchmarking, drawing on our best practices and insights from our global databank of several hun ...
This whitepaper introduces the subject of ethnography, an increasingly popular means of getting closer to the lives and behaviours of customers by observation. Put simply, it is living a day in the life of customers by wearing their shoes. ...
