Nick Wassenberg
Nick Wassenberg
E.G. Insight helps companies listen to their customers. We work with mostly Fortune 1 B2B companies, like industrial manufacturers, engineering/construction firms, health care and insurance providers, among others. We help our client implement customized methods to capture in-depth feedback from critical business relationships. My role at E.G. Insight is to tell the story that's found in customers' feedback and help our clients take action. So, I'm a customer feedback analyst, ombudsman, and marketing metrics geek.
What Did Mark Twain Know About Business-to-Business Customers?
As we’ve mentioned before, data about customers is multiplying. But information about customers – the kind that informs confident business decisions – can be...
E.G. Insight’s Eric Engwall and Nick Wassenberg Featured in Business Insider’s Voice of the Customer Series
As part of a series outlining the purposes, objectives, and tools used by companies worldwide, Business Insider spoke with a group of customer research...
Are Your Customer Relationships “Emotionally Intelligent”?
For months, best-selling author Dan Pink has posted examples of “emotionally intelligent” signage on his blog. These examples appeal to human emotions and use...
Three Reasons to Add Face-to-Face Reviews to Your Customer Feedback Efforts
As technology advances, the methods available to collect customer feedback multiply. With social media sites (blogs, Facebook, and Twitter), web-based surveys, and post-transaction reviews...
The Customer Confidence Crisis – Why Now is the Time to Rebuild Your Customers’ Trust
(Originally posted at http://www.eginsight.com/news) Over the past few weeks, the media has been buzzing about the 2010 Edelman Trust Barometer study (details here). It measures...
Customers Often Say It Best
Originally posted at E.G. Insight's web site: http://www.eginsight.com/news As a company that helps other organizations listen to their customers, we also make a point...
Where Do Customer Demands Come From?
Originally posted at www.eginsight.com/news When thinking about business-to-business customers, we rarely think about pizza chains – but maybe we should. Consider Domino's Pizza: Advances in...
Are Your Relationships Helping You Win?
(Originally posted by Managing Partner Gary Gerds at http://www.eginsight.com/news) Think for a moment about the word "relationship." What does it mean to you? The dictionary...
Gathering Business-to-Business Customer Feedback: Three Rules to Break
(originally posted at www.eginsight.com/news I'm not saying sales and marketing leaders in the business-to-consumer (B2C) space have it easy. They don't. But they often do...
What Can the Navy SEALs Teach You About Your Customers?
In the September issue of Inc. Magazine , Alden Mills, founder of Perfect Fitness shares a part of his experience with Navy SEAL...
The Seven Deadly Sins of a B2B Voice of the Customer Program – and How to Avoid Them
As noted in a a previous article, the current global economy presents a huge opportunity for business-to-business sales organizations to actively listen to their...
How Do You Build an Improvement Plan Around Yellow?
For some time, it's been popular to simplify the customer feedback reporting process to three colors: Red, Yellow and Green. If it works for...
Success Story: How a Global B2B Supplier Uses the Customer Review Process to Build a Competitive Edge
THE CLIENT A Fortune 500 adhesive manufacturer supplying products to automotive manufacturers around the world. THE CHALLENGE It's no secret that in the automotive industry,…
When Is the Lowest Price Not the Best Price?
Note: This post was originally published by Gary Gerds at http://www.eginsight.com/news The Situation: Let's start with the facts. Fact one: Here in Minnesota, we're in...
An Uncomfortable Truth: Your Most Important Customers Are Talking About You
We don't need to remind you that these are difficult times. Keeping your best customers is the key to stabilizing your business, growing revenue,...
Beyond Customer Satisfaction: What Really Makes Your Customers Loyal?
If you've seen the results from a survey of your customers' satisfaction, you probably walked away with three things: 1. Findings – good and bad...
The Collapse of Supplier Trust – and Four Steps to Rebuild It
A recent article (http://bit.ly/1WJ81u) from the Harvard Business Review states that the level of trust organizations have in their suppliers is a casualty of...
Is There a Seat for Your Customer in Your Board Room?
We recently had the privilege of facilitating a Customer Board of Directors meeting for the services division of one of our clients, a Fortune...
Can Your Survey Sell? A special message from E.G. Insight’s Eric Engwall
When is the last time your customer survey made a sale? At E.G. Insight, we think surveys are great tools – for some things. Surveys...
What Data Should You Ignore?
I recently saw a great video about "How to Make Better Decisions" from the author and thought leader Malcolm Gladwell. Check it out here:...