Articles

Our Journey to CX Excellence: an Interview with… Carol Sheppard, Molson Coors

Find more examples, case studies and stories in our latest book Having conducted hundreds of customer satisfaction and loyalty surveys over the last 20 years, we know first-hand what it takes to deliver CX excellence in b2b markets. Unfortunately, ex ...

Articles

Six Tools for Creating Impact in Presentations

It’s fair to say that most of us aren’t born with an innate ability to deliver impactful presentations – it’s a skill that needs to be practiced and mastered. Whilst there are many training courses, books, articles and blogs out there to prov ...

Written by Simi Dhawan
Articles

Our Journey to CX Excellence: an Interview with… David Ward, Yodel

Find more examples, case studies and stories in our latest book Having conducted hundreds of customer satisfaction and loyalty surveys over the last 20 years, we know first-hand what it takes to deliver CX excellence in b2b markets. Unfortunately, ex ...

Articles

B2B Buyer Personas – Marketing To Somebody, Not Just Anybody!

B2B buyer personas are becoming an increasingly important element of the business-to-business marketer’s toolkit. This article outlines seven key points to bear in mind when researching, developing and activating b2b buyer personas in your orga ...

Written by Jennifer Strange
Articles

What Lies Beyond The Numbers? 3 Insights Into Your Respondent’s Inconsistent Behaviour

The results of b2b market research are grounded in an understanding of customers’ valid opinions on many aspects of business. In general, humans are very emotionally-leaky beings, so our actions don’t always reflect our emotions. The inconsistenc ...

Written by Ceri-Ann Hughes
Articles

The Momentum Matrix – A Customer Experience Framework

Customer Experience Metrics Being a market researcher who carries out customer experience programmes for some of the largest businesses in the world, I can appreciate a useful metric – of which there are many at our disposal but all do have the ...

Written by Marc Brokenbrow
Articles

3 Key Learnings From Visual Neuroscience For Business-To-Business Presentations

We all know that visuals are a key component of any presentation. In our efforts to improve them, what can we learn from sensory neuroscience? ...

Written by Ceri-Ann Hughes
Articles

7 Tips for Keeping Your Path-To-Purchase Research on the Right Track

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 ...

Written by Conor Wilcock
Articles

Buyer Journey Research in B2B Markets

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 ...

Written by Julia Cupman & Karen Hoffman
Articles

5 Tips to Ensure Success in B2B Customer Journey Mapping

Customer journey mapping is an excellent tool to help an organisation redesign its customer experience. Here are 5 tips to ensuring a successful project. ...

Written by Caroline Stovold