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.
Expanding Revenue Through Customer Experience Programs
The increased intersection between revenue growth and Customer Experience is one reason Chief Financial Officers and their staffs are increasingly interested in CX metrics and outcomes.
Why Revenue Retention—Not Just Customer Retention—Is Important in CX Success
Understanding your revenue retention track record in different areas of your business and doing comparison analysis will allow you to better understand how many customers you retained not just the amount of revenue retained.
Customer Retention: Lessons Learned from my Auto Mechanic
Engaged customers generate 1.7 times more revenue than passive customers, highlighting a direct link between customer retention and profitability.
The Three-Step Process to Successful Buyer Feedback
Companies can be successful with their Buyer Feedback programs when they follow an easy three-step process: Implement an interview guide, utilize a two-step interview approach, and record phone discussions. Read the article for more details.
B2B Buyer Loyalty: Measuring and Tracking Success
Choosing the right Key Performance Indicators is important because doing so allows managers to gather the right kinds of feedback, helping to ensure their businesses are healthy and successful. KPIs must reflect the company’s goals—typically over the long term—and must be key to the organization’s success.
Teasing the Hairball Out of Your Head
One of the gems Tamara left us with is the importance of getting assumptions about who important buyers are out of people’s heads and onto the table, a process she likened to “teasing the hairball” out of our minds.