Eric Engwall

Listening with Many Ears

I once led a workshop on the topic of customer focus for a group of health insurance executives. When we got to the topic of feedback I asked what types of voice of the customer information they currently collected. The leader of their member...

Interview – CX Evangelist Debbie Szumylo of Thomson Reuters

Debbie Szumylo is a Customer Experience Evangelist at Thomson Reuters in Eagan, MN, and if you spend any time at all with her you'll know the evangelist label is an apt one. Debbie has been about the business of customer experience (CX) for 17...

Customers and Baseball – It’s Not Just About Home Runs

Photo by Jason Weingardt on Unsplash I’m not one to use a lot of sports analogies or references in business, but I’m going to ask for your forgiveness just this one time. In the recently completed 2019 season, major league baseball players hit home runs…

Listening to Solve; Listening to Relate

I recently had a conversation with a friend that was facing a tough decision and feeling a certain amount of distress over the predicament she was in. As she described her challenge and the difficult choices she faced, I did my best to...

Obsolete? Customers Beg to Differ

Inc. Magazine recently ran an article titled "Selling Face to Face is Almost Obsolete." In it, the author cites a study by Dr. James Oldroyd that compares the growth rates of hiring for inside selling positions to that for outside sales roles. Hiring for...

7 Things Customers Want

We all know that the lists of customer wants, needs, complaints and requests can be quite long and varied. Over my twelve years of analyzing customer interview data on behalf of our clients, though, it's apparent that in B2B relationships there is a fairly...

Customer Relationships and the Trap of the Familiar

Recently, the sidewalk outside of our office building was closed for about ten days due to road construction. On several of those days I drove past the orange cones and barriers to our parking lot and not even two minutes later walked around the...

Going Old School with Customers

In casual conversation it's not uncommon to hear someone described as being "old school." Most often it's not an ageist insult, but a compliment – a label that conveys respect for someone who lives and acts according to traditional values. It's a nod to...

What Can a Coffee Cup Teach You About Innovation?

Sometimes lessons come from the most familiar and mundane places. With all due respect to the makers and marketers of disposable coffee cups and the lids that cover them, I never would have looked to those products as sources of learning. That changed when I...

Clarity in B2B Customer Communications

I recently met with a consultant from another firm that is interested in partnering with us at E.G. Insight. The conversation with her got me thinking about the importance of clarity when communicating with B2B customers. The woman I met was professional, curious about my...

Your Customer is Sending an Invitation

After more than ten years in this business, I have read thousands of interviews our clients have conducted with their most important customers. I am sometimes asked what, if anything, surprises me about the challenges and opportunities our clients have with their customers. The...

Your customer is sending an invitation…don’t forget to RSVP!

After more than ten years in the B2B customer feedback business, I have read thousands of interviews our clients have conducted with their most important customers. I am sometimes asked what, if anything, surprises me about the challenges and opportunities our clients have with...

Going Beyond Responsiveness to Meet Customer Needs

In our work with clients, we help them to understand the confidence that their key customers have in their current and future ability to meet their needs. Among other things, many clients are interested to know whether their responsiveness to customers is perceived as...

Customer Feedback: The Method is the Message

Just for a moment, imagine this scenario: A husband and wife are celebrating their 15th wedding anniversary with a romantic dinner at their favorite Italian restaurant. During the meal, the man says to his bride, "Honey, I hope you know how important our relationship...

New Posts