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.
Three Tips for Communicating with B2B Customers
Communication is a key theme in customer experience. Yest some organizations still believe it’s scary to communicate with their customers. Confirming problems and issues means you actually have to do something about them, you have to fix them, to let customers know you heard them and are addressing their problems.
Four Unexpected Benefits of Customer Experience Programs
Customer experience touchpoints occur immediately after the initial deployment and again periodically throughout the life of the solution’s use. A common practice is to engage with enterprise customers every six months to measure their satisfaction and identify areas for improvement in product, support, and training.
Customer Experience Insight Saves 1.5 Billion Dollar Renewal
In the dog eat dog world of pharmaceuticals, winning or losing your renewal contract has heavy ramifications. Knowing your customers’ experience with your product and the key decision drivers that keep them coming back is critical when playing at this level, as the competition is fierce, and loyalty is in no way guaranteed.
Heard Enough About Big Data? Try Little Data Instead
While collecting more data over time helps to fill in blank spaces and turn unresolved questions into answers, firms can and should take action on key learnings they uncover in their Little Data research projects, especially when the feedback is consistent and provides detailed guidance on next steps. Always waiting for more and better data will only frustrate buyers and allow competitors to take advantage of indecision and inaction.
Do Your Buyers Have A Sense Of Urgency?
When trying to get to the end of sales cycles, sellers always seem to be in a hurry. In stark contrast, buyers frequently drag their feet before making decisions to spend money. Consider how often close dates slip for opportunities in the forecast. This discrepancy in decision time frames can cause sellers to close prematurely, offer discounts to accelerate decisions and pressure buyers. In extreme situations, deals can be lost. It often comes down to the seller’s or vendor’s agenda of needing to book orders at month, quarter or year-end.
New CX Research from Primary Intelligence Finds B2B Firms Are Getting Serious About Customer Feedback
In Primary Intelligence’s recently published 2016 State of Customer Experience research findings, we found some interesting data points to suggest that B2B firms are increasingly serious about collecting, analyzing, and responding to feedback from their customers. In this blog, we share three of the more interesting findings from our latest annual research on the Customer Experience (CX) market.
Customer Phone Interviews: A Better Way to Gather Customer Experience Feedback [Infographic]
You can use numerous methods to gather feedback from your customers from NPS surveys to on-site visits to one-on-one interviews. While all have their benefits, nothing is as cost-effective…and beneficial…as the customer phone interview.
Why Phone Interviews are Our Favorite Method for Collecting Customer Insights
In my experience, phone interviews often do the trick, especially when I include a web survey prior for quantitative questions. Phone interviews provide the balancing act between depth of insights and effort required.