In researching the customers of thousands of b2b brands over the years, we have more b2b research experience listening to the voice of the customer than any other research company.
With our b2b-focussed Customer Experience Programme, we will provide you with actionable insights and intelligence to help you deliver a superior customer experience, in return for greater financial returns and long-term commitment from your customers.
Our approach combines active listening at every touchpoint with sophisticated analytical techniques. This is all overlaid with our unique b2b consultancy, providing you with the straight-talking feedback, insight and action plans you need to address problems, improve loyalty and grow your business.
Bringing the voice of the customer into the heart of your business
By integrating our programme with your CRM system, you can align customer experience management with your key commercial objectives – identifying and prioritising actions and opportunities by audience, business or customer value.
Take a walk in your customers' shoes
Our customer journey mapping enables you to build a detailed picture of the customer experience with your brand throughout the path to purchase and beyond – from awareness through to repeat purchases.
As b2b specialists, we acknowledge the importance of the channel and routes to market; we understand the impact of advertising and communications in the b2b arena; and we know how choices and decisions are made, from the most complex and technical of products to more simple but challenging commodities.
We will help you identify the most critical stages in the customer journey in shaping the experience with your brand. And we will highlight where the customer is delighted and where pain points occur. Armed with this intelligence, you will be able to take action where it matters most in the goal towards customer experience excellence.
Actively listening to your customers
We have the latest technical solutions for collecting feedback whenever and however your customers interact with you, including phone, web, SMS, paper and e-survey. This means you’ll get the full picture of what customers want, how they behave, and what they think of you – through the medium that works best for your brand, audience and research goals.
Translating feedback into positive outcomes
A swift response to problems has a positive influence on customer attitudes – and is a key differentiator, especially where price and product are homogenous. Our listening process ‘flags’ issues and opportunities – automatically initiating the appropriate response process in real time.
What's your Net Promoter Score?
Your NPS (Net Promoter Score) tells you how likely customers are to recommend you, i.e. to act as advocates of your brand. It’s a vital metric for measuring performance as it is a key indicator of overall customer sentiment and advocacy, which links strongly with growth potential.