Rob Brickle
Rob Brickle
Rob Brickle is Managing Director of Bsquared Consulting, a company which specialises in helping organisations improve their business-to-business customer engagement and loyalty. Rob has many years experience advising business leaders on change and strategy and has a passion for helping organisations maximise the lifetime value of their relationships with key customers, suppliers and other key stakeholders.
Voice of the Customer – what’s needed for success
Listening to your customers and using the feedback generated is widely considered essential to business success, so how do you make sure the your...
B2B Customer Surveys – how to nail them
Listening to your customers is a vital skill. That much is obvious. Your current Voice of the Customer activities may be falling short of the...
Progress not perfection – striving for customer excellence
A recent Accenture survey showed over 90% of B2B companies plan to increase spending on customer experience; 78% of those questioned believe it provides...
The proof that the CEO is the key to successful customer engagement
A CEO who instinctively considers the customer as part of their decision making processes will automatically lead a company to success. Customer engagement will...
Take some NPS, add some insight: a recipe for customer engagement success
Is better customer engagement one of your resolutions for 2017? If it is, then what is the best recipe for success? Improved customer experience,...
The customer journey – why is it so important?
Company success and growth now more than ever hinges around how a company deals with it's customers. Companies which thrive and survive will be those...
If you could sanity check your customer relationships – what should be at the top of your list?
At Bsquared we believe in listening to your customers. Customers are individuals and they like to be heard. Most people appreciate your taking the...
How to promote strong, sustainable customer relationships
Customer loyalty and customer satisfaction are important measures for B2B organisations. Individually they are important. Together they are powerful. If you have one without the...
To clearly hear the Voice of your Customer – be simple, straightforward and succinct
Measuring and monitoring the Voice of the Customer is as crucial to B2B companies as it is in the B2C world. Capturing critical customer feedback...
Survey finds only 29% of B2B customers are engaged – why I’m not surprised
B2B companies are failing to engage 70% of their customer base according to a recent Gallup report. This significant study, conducted over five years and...
The secret to a successful B2B survey – it’s all in the planning
We believe the key to success for any project lies in the planning and running a successful B2B survey is no exception. Bsquared has implemented...
Steve Jobs’ mantra is just as important to B2B customer relationships as it is in the B2C world
Do you have long term contracts with customers? Are you monitoring your relationships with your customers? Do you regularly check that your customers are...
Seeking customer insight? Face-to-face reviews will give you in-depth knowledge to build customer loyalty
It's a simple fact that the more you know about your customers and what they need from you, the better you can provide for...
Rob Brickle makes the case for Investing in Customer Loyalty
We have always been convinced of the case for building a loyal customer base. Many of our own clients have been with us for...
The Gift of Customer Feedback – use it wisely
We all like getting something for free, especially when it is perceived to be of value. Strange then, don’t you think, how some organisations behave...
Time to look at things differently – ‘Outside-in’ not ‘Inside-out’
Growing a business used to be simple. It was all about; come up with an idea, find a market, promote and grow sales,...
Making the most of the Voice of the Customer
According to a recent survey of large companies 68% rate their Voice of the Customer programme (VoC) as successful, 6% unsuccessful and 12% think...
Customer Engagement – can you measure the ROI?
While most executives would agree that improving customer engagement is a good thing; finding the evidence to benchmark your own company’s spending on it...
What is the lifetime value of a client and what is their contribution to your business?
A two-part question and one which a lot of organisations find surprisingly hard to answer. Sure, an accountant can look back historically and quote revenue,...
Improving your customer satisfaction – where is the proof that it pays?
While many companies know the importance of improving their customer satisfaction and loyalty, focus on this area is often driven by a need to...