Rob Brickle

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 Voice of the Customer investment and activities will make a difference? We looked at a recent report on the effectiveness of...

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 mark and not giving you the insights you suspect are out there. Customer satisfaction surveys might not be giving you...

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 competitive advantage. B2B companies are increasingly aware of how vital great customer experience is to the success of B2C companies and...

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 be the key differentiator assuming, of course, all the other components are on track. This is something I have come...

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, increased customer satisfaction and a better understanding of your customer's journey contribute to improving your customer engagement. Better customer engagement generates...

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 for whom the customer relationship sits at the very heart of business strategy. Every process within the company must revolve...

If you could sanity check your customer relationships – what should be at the...

At Bsquared we believe in listening to your customers. Customers are individuals and they like to be heard. Most people appreciate your taking the time to listen to what they have to say. Here are a few pointers to what we think most customers...

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 other you potentially face a vulnerable business situation. Customer satisfaction without loyalty is okay but won't drive long-term growth. Customer...

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 not only gives insights into issues your customers may have with your products or services but also helps inform you...

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 based on responses from over one hundred thousand people, completely chimes with research by Bsquared which shows that only 8%...

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 Customer Engagement and Customer Satisfaction surveys for B2B companies and we have seen examples of organisations coming unstuck through rushing...

Steve Jobs’ mantra is just as important to B2B customer relationships as it is...

Do you have long term contracts with customers? Are you monitoring your relationships with your customers? Do you regularly check that your customers are happy with your services? Do you know if your customers are confident in your ability to deliver to their expectations? Steve...

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 them. Giving them better service is the best way of improving customer loyalty – ultimately giving a more beneficial relationship...

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 over a decade and we have seen how gradual improvements in the loyalty of their own customers has improved retention...

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 with their customer feedback? Just think of the value for a moment. Whether they are highly dissatisfied or an enthusiastic...

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, achieve economies of scale, get a larger customer base, streamline costs in order to maximize profits, improve the operations. ...

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 it is too early to tell. Knowing what your customers think and how they feel about you has become...

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 is difficult. Perhaps for some that is why it is not always seen as a priority. Perhaps also...

What is the lifetime value of a client and what is their contribution to...

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, a sales person can quote sales figures. But is that as far as it goes? What about intangibles...

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 be seen to be doing something rather than as a way to drive bottom line profitability and market value. Most CEOs...

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