U P D A T E : We now have an updated analysis of what a GOOD B2B Net Promoter Score looks like. It’s based on data from 2015 to 2022. * * * * * * * * * * * * *So what is a GOOD B2B Net
The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face: becoming a ‘Unique’ company. At the
Following on from last week’s post on Susan and Bill, we explore what happens next in their story. In particular, we’ll look at the risks of being in the “Danger Zone“. EPISODE 2: “Performing Zone” or “Danger Zone”? Susan, Sales Director: “Those Customer Relationship Quality (CRQ) results were incredibly revealing
The Susan & Bill Trilogy Susan and Bill have relationship problems. When we updated our Customer Relationship Quality (CRQ™) methodology in 2014, we created a storyline around two fictitious characters. The first was Bill, a thoughtful but somewhat introverted Marketing Director. His counterpart was Susan, a more aggressive but low-attention-span Sales
In a previous blog, I wrote that Europeans were more stingy than Americans when it came to customer feedback. Or words to that effect. So do Americans REALLY score more positively than Europeans? Since then, people have been asking if this is REALLY true. In other words, where is the evidence
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
B2Bullying Management Today has an interesting article about bullying in this month’s edition. 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
Trusted Relationships At Deep-Insight, I spend a lot of my time trying to help our clients figure out how to build strong trusted relationships with their B2B (Business-to-Business) customers. Trust is all about honesty, fairness and acting with integrity. It’s one of the most basic elements of human interaction. And
