Vreugdenhil Dairy Foods has won Best Newcomer to CRQ

Posted on December 12, 2022 at 10:12 am.

Vreugdenhil Dairy Foods has won Best Newcomer to CRQ

Congratulations to Vreugdenhil Dairy Foods who have won Best Newcomer to CRQ!

Vreugdenhil Dairy Foods has been awarded Best Newcomer to CRQ in the Deep-Insight 2022 Excellence in CX awards and we are thrilled for them. This is a truly deserved award as it’s hard to believe that this organisation only ran its first Customer Relationship Quality (CRQ) assessment in 2022.

When we started working with Vreugdenhil Dairy Foods they were quite vocal about being relatively new to anything related to Customer Experience Feedback. They then impressed us by embracing the process like they had been at this for years. They got stuck in from the word ‘go’ (and even before) and kept their momentum up all through the live survey and throughout the reporting stages. They dived deep into their results to ensure they had specific actions for each area of the business that they could follow up on.

Rose Murphy, COO at Deep-Insight has said: “Vreugdenhil Dairy Foods are expert communicators. They are open to feedback, and they listen with care. They develop strategies that are in line with what their customers are telling them and have created a very sophisticated response to customers to keep them informed at every level. This is what it means to be customer centric”.

Gerben van Schaik, Commercial Director at Vreugdenhil Dairy Foods has said:

“In Vreugdenhil Dairy Foods, customers are at the forefront and are top of mind in everything we do. It is important to Vreugdenhil that we understand how our customers value the relationship they have with us. The research done together with Deep-Insight has given us a clear picture on how to develop even stronger relationships with our customers, with the hopes of an even better outcome in 2024.”

Congratulations to everyone in Vreugdenhill Dairy Foods, and a special shout-out to Leonie, Erik, Jeroen, Gerben and Harry!

About Vreugdenhil Dairy Foods

Vreugdenhil Dairy Foods is a leading provider of milk powder products as ingredients for nutrition across the food industry. Vreugdenhil Diary Foods has many years of experience in their field and works together with their chain partners to make a difference for their consumers across the globe. Their vision is: milk nutrition in everyone’s daily diet.

For more information, go to vreugdenhildairyfoods.com.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds.

Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to help you operate world-class CX and EX programmes and transform your organisation.

For more information, go to deep-insight.com or email awards@deep-insight.com.

Get Uncomfortable: Relationship Advice From A B2B Customer Experience Company

Posted on October 21, 2022 at 10:12 am.

Written by Shane O'Regan

Get Uncomfortable: Relationship Advice From A B2B Customer Experience Company

The phrase “Get closer than ever to your customers” is famously attributed to Steve Jobs. This often-repeated mantra remains a key principle of CX in both Consumer and B2B companies. The benefits of being close to your customers are enormous, yet why do so many B2B companies struggle to do it? Quite simply, it can be uncomfortable.

This relational challenge has been intensified with the decline of customer site visits and the normalisation of remote work. The great resignation puts further strain on maintaining and building business relationships.

An idea that helps to articulate this relational discomfort is “Proxemics”. Within the field of non-verbal communication, Proxemics helps to describe the study of space and how we use it, and how it makes us feel comfortable (or not).

The type and quality of relationship we have with someone often determines social distance and comfort level levels too. There is an interesting parallel here for B2B companies and customer relationships too.

As proxemics suggests, our customer closeness depends on the quality of our relationship.

Relationships are the key ingredient

People buy from people. Relationship health is the key ingredient for commercial success, particularly in business-to-business (B2B). At Deep-Insight we help B2B companies get closer to their customers by asking their customers about how they view the relational health their business relationship. But listening to what your customers have to say is only the start of becoming customer centric.

In the world of CX, it’s easy to get busy with the mechanics of running surveys, gathering scores and reporting results. Equal attention must be given to how you use the customer feedback as a platform to respond to your customers individually.

Customer feedback: it’s as easy (and hard) as having a conversation

In all walks of life, relationships are far more enjoyable when they flow in both directions – reciprocity underpins healthy relationships.

When your customers share feedback, it gives you the perfect opportunity to pick up the phone to continue the conversation both about their immediate feedback, but also to talk about their concerns, what they hope for and how you might help them with their business goals.

If responding to a customer is as simple as picking up the phone, why do so few companies do it well?

Nobody like Planning: It takes a lot of careful planning and a solid process to do this in a systematic fashion, but it is well worth doing.
Listening is Hard: On a very human level, paraphrasing Stephen Covey, most of us listen with the intent to reply rather than the intent to understand.

We’ve summarised some typical responses to customer feedback below; it’s much easier to do the items on the left-hand side rather than to properly listen to your customer and agree with them about what you can do to improve your relationship with them.

If you do not respond at all to your customers, they’ll feel like their views are not valued, trust may diminish, and they’ll think twice before they give you feedback again.

You set the tone of the customer relationship by how you respond.

Respond with these steps

Listen

Thank your customers, their feedback is the start of a conversation with you.
Establish customer story – What story do you hear from your customers overall? Share the good, the bad and what do you plan to do as a company in response?
Initiate transparency – Don’t be afraid of being honest about what you’ve learnt – it’s likely your customers already know what your company is good or not so good at – they’ll appreciate your trust and initiative.
Clarify – be curious with your customers about their specific views. Work to understand the context of their feedback, there’s always more to find out.

Plan

Involve your customer in finding the solutions to their challenges. Knowing their views will allow you to advocate for their immediate needs.
Invite your customers to shape the future of your company – build a pathway for their views to actively shape your company strategy and future.
Create a (SMART) action plan with your customers to address their specific needs and concerns. Assign responsibility and an estimated completion date

Act

Do what you said you would do – use your customer feedback as the basis for making the necessary changes internally
Communicate with your customers regularly about progress on your agreed actions. Be honest about challenges and set realistic expectations.

Open communication and reciprocity form the bedrock of relationships. If you want to get close to your customers, you’ll also need to let them get close to you too.

Proximity matters and it all hinges on the quality of your relationship.

Everyday CX Day!

Posted on October 4, 2022 at 2:38 pm.

Written by Fabienne Falvay

Everyday CX Day!

Did you know that today is CX day?

Every year, on the first Tuesday in October, the CX community celebrates CX day, and this year that means it falls on the 4th of October. It’s a special year as well, being the 10th time that we will celebrate this day.

CX day is an initiative for us to celebrate those who dedicate their professional lives to listening intently to the voice of the customer and ensuring they put the customer first. It’s a day for us to put CX experts in the spotlight, and a company’s overall commitment to delivering an excellent B2B customer experience to all.

However, as great an initiative as CX day is, I cannot help but smile and hear my mom’s voice in the back of my mind when I hear people talking about ‘CX day’. When I was little, year after year, I tried my best to get her something special for Mother’s Day.

Starting with the classic breakfast in bed, for me to then level-up to more advanced handmade wooden spoon puppets, which I carefully crafted under the supervision of my primary school teacher. Ending in the ever-so-solid choice of a handwritten card and bouquet of flowers that I still stick to year after year. Yet, no matter what I get her, and how happy it makes her, she always manages to remind me that every day should be Mother’s Day. It’s not about gifts or a once-off occasion to make her feel special and appreciated, we should think about how we treat mothers every day of the year.

Of course, this yearly speech all comes with a massive wink and smile on her face, yet I cannot help the fact that my mind draws a comparison here when seeing ‘CX Day’ events popping up all over the internet.

I feel about CX day the way my mom feels about Mother’s Day: every day is CX day! Listening to the Voice of the Customer, providing an excellent B2B customer experience, and sharing best practices amongst our community on how to measure customer satisfaction should be front of mind all day, every day!

Whilst I truly appreciate the initiative and I think it is great that we have a day dedicated to CX, I think the CX community and practice of being a customer-centric organisation has changed so much over the past 10 years, it is now time to ensure that CX practices are embedded in our day-to-day operations across all aspects of the organisation. Ensuring we put the customer at the heart of everything we do, whether it be new product releases, updates, or training that you provide for staff. It all needs to circle back to how it adds value to your end customers, day in, day out.

So let’s take this 10th CX day and celebrate how far we have come as a community, share our best practices and results, but let’s move on from here and make every day CX day!

invenioLSI keeps the focus on Customer Relationship Quality (CRQ)

Posted on September 21, 2022 at 1:00 pm.

Written by Shane O'Regan

invenioLSI in partnership with Deep-Insight have built a world class customer experience program with the goal to grow their customer relationships by listening, understanding, and acting on their feedback. Deep-Insight specialize in B2B Customer Experience (CX) and have worked with invenioLSI for the past three years, using their Customer Relationship Quality (CRQ™) methodology to allow invenioLSI to get a holistic understanding of both the current health and the future trajectory of their customer partnerships.

invenioLSI has been accelerating its growth at a phenomenal pace. With one of their core values being ‘Customer Focus’ the company hopes to continue this growth and strengthen customer relationships to further fulfill this focus and deliver greater value for end users. By deploying customer feedback surveys across all global regions invenioLSI not only got holistic view of their customers perceptions but also were able to drill down by specific customers to create customized communication and action plans to address their customer’s unique needs.

We are delighted that customers continue to highlight that Customer Focus and Strength of Staff is an area that invenioLSI excels in. For each customer invenioLSI has also listened to areas for improvement and are making it their mission to deliver even better support and services in the coming months and for 2023.

Supporting efforts to improve customer relationship quality is something I believe is an essential part of running a company. From listening to customer’s feedback, you discover your strengths as an organization and areas for improvement. Just as important as listening is also acting. Therefore, invenioLSI is dedicated to coming up with a unique action plan for each customer to address specific survey results. – Nader Tirandazi, CEO invenioLSI

Deep-Insight have partnered with invenioLSI for over 3 years and in this time invenioLSI have shown real dedication to listening to their customers, building a culture of customer throughout the organisation, and evolving to meet changing customer needs. invenioLSI are not chasing a number when they ask their customers for feedback. They have continuously evolved their CX approach to widen who is included, both at a customer and individual level and they use this feedback to take action and drive business strategy. – Rose Murphy, COO Deep-Insight

About InvenioLSI

invenioLSI is the largest independent SAP solutions provider serving the Public Sector as well as offering specialist skills in the media and entertainment sector. We bring deep expertise combined with the advanced technologies to enable organizations to modernize so they can run at the speed of today’s business.

We know how to navigate the extraordinary complexities of international businesses and public sector organizations, working with stakeholders to drive change and create agile organizations of tomorrow using the technologies of today.

About Deep-Insight

Deep-Insight is a leading European B2B Customer Experience (CX) company founded in 2000 by a small team of ‘magicians’ with one goal: researching a way to read customers’ minds.

Today, Deep-Insight supports customers all over the world with the skills, tools and methodologies to help you operate world-class CX and EX programmes and transform your organisation.

BT Ireland wins European accolade for Best Measurement in Customer Experience

Posted on September 20, 2022 at 2:04 pm.

Written by Shane O'Regan

We are absolutely thrilled to see BT Ireland recognised on the European stage as winners in the Best Measurement in Customer Experience category.

BT Ireland was also listed in the top finalists for Customer Centric Culture and Customer Experience Team where it was also highly commended.

It’s great to see BT Ireland, as long-term users of our Customer Relationship Quality (CRQ) methodology, get recognition from the CX community affirming their dedication to making their customers the focus of everything they do.

CX Culture is not Accidental

“Real CX is just what we do here” – BT Ireland

BT Ireland’s culture of Customer-Centricity did not happen accidentally. BT Ireland has worked hard to ensure that their customers are given priority across all areas of the business.

CX begins with creating avenues for honest and direct feedback from customers.

Measuring both Customer Relationship Quality (CRQ) and Net Promotor Score (NPS), has given BT Ireland a holistic view of the current health of their customer portfolio. It also reveals areas for growth, affirms areas they are strong in and indicates areas for future partnerships and opportunities.

BT’s dedication to CX is recognised by their customers through extremely strong scores and direct verbatim comments. CX sets BT Ireland apart in the market.

Measurement is for Action

BT Ireland’s CX journey has shown that the value of CX is in turning customer feedback into action. (Listen to the journey BT took towards brilliant CX here.)

CX action is not simply reactionary; it is carefully considered. BT Ireland has become excellent at implementing our holistic CX Framework.

This belief in action begins with leadership, informs their strategy, drives execution and leads to a real belief in CX within their culture.

BT Ireland is a true customer experience leader in its market, and we are proud to have been with them on this journey as their CX partner.

Congratulations to everyone at BT Ireland – we are thrilled for your deserved recognition on the European stage.