Susan and Bill have Relationship Problems!

The Susan & Bill Trilogy When we launched NPS in early-2014, we created a storyline around two fictitious characters called Bill (a thoughtful but somewhat introverted Marketing Director) and Susan (a more aggressive low-attention-span Sales Director). They may be fictitious but they bear more than a passing resemblance to some sales and marketing directors we have met […]

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Do Americans REALLY score more positively than Europeans?

In a previous blog, I wrote that Europeans were more stingy than Americans when it came to customer feedback. Or words to that effect. Since then, people have been asking if this is REALLY true, and where is the evidence for this claim. Well, yes it IS true and while I’m not an expert in the […]

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Satisfaction or ‘Statisfaction’?

One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’. That got me thinking! I have been involved in numerous movements and initiatives to drive customer-focused business improvement for over 25 years – from […]

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Our Biggest Customer Is A Bully. Help!

In this month’s edition of Management Today there is an interesting article about bullying. No, not online bullying or workplace bullying, but B2Bullying. B2Bullying is what happens when a (typically large) buyer makes continued unreasonable demands on a (typically small) supplier. In many cases, the buyer represents a significant proportion of the supplier’s business. Here’s the scenario: “Our […]

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Why are Trust and Commitment so Important in B2B?

“Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioners have come to view most interactions between business parties as events that occur over the course of a relationship between two or more partners.” The funny thing about business-to-business (B2B) […]

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