After the Customer Interview, Turn Feedback into Action

Increased revenue, saving existing relationships, and applying the key learnings towards future opportunities should be the result of actionable intelligence gathered during customer interviews. No one likes to lose, but in sales it is going to happen. Instead of looking around for someone to blame, the key is to gather as much information as possible about why you lose and then apply those learnings to future opportunities. If done correctly, the improvements made as a result of the feedback should help to reduce the number of losses that happen.

Customers vs. Prospects: Aligning Customer Experience and Win Loss Analysis

There are more questions that can and should be asked; the important concept though is that you need to design your research to be able to make appropriate comparisons between the two groups of customers. Without the ability to align the needs of customers and the wants of prospects, I cannot understand what my products need to satisfy the differing desires of each.

3 Things You Must Know Before Selling to the B2B Market

We look at ways in which B2B buyers are identifying and selecting their top tier of vendors for purchase evaluations—how they’re coming up with their short list of contenders (often with very little or NO input from sales or company reps). We also examine how B2B buyers expect excellence from their vendors, based largely on their expectations from their experiences as consumers in B2C transactions. Finally, we share the importance of personas and journey mapping in terms of better understanding B2B buyers.

Six Tips for Sharing B2B Customer Experience Insights with Employees

At Primary Intelligence, broad access to Customer Experience information is viewed as a best practice since this gives employees, managers, and executives deeper insights into customer perceptions of the organization. Widespread access also allows individuals at every level to construct possible remedies to address customer concerns and gives impetus and support for new initiatives.