Business-to-business relationships are more complex than selling to consumers. You’re dealing with multiple roles in any given customer, different channels and more types of interaction.
To give them all a voice, and to give you the pin-sharp information you need to deliver great service, it’s important to have a multi-channel feedback system which allows all stakeholders to give feedback at the time that’s right for them, and in the way that’s easiest for them.
Real-time feedback tells you what’s most important to each individual so that whatever their job, and however they buy from you, everyone gets excellent service first time, every time.
How a customer feels about the relationship can be very different from how they feel about individual transactions.
Improve both account retention and day-to-day satisfaction by designing a feedback strategy that measures overall sentiment as well as how easy you are to deal with.
Measuring satisfaction doesn’t improve it, even if you’re using a famous method like Net Promoter Score. Because although companies the world over collect feedback, very few have geared up properly to act on it. That means after giving careful, considered feedback, most customers end up feeling that they’ve been ignored. We all know how frustrating that is.
Acting on feedback isn’t extra work, it’s just different work - work that’s laser-focused on blowing the socks off your customers so that they spend more, stay with you longer, and recommend you more often.
Many people have mapped their customer journeys. To help you identify the highs you need to maintain, and the low points you need to fix, you can group surveys and analyse feedback at key steps along your customer journeys
See how CustomerSure could work for youBook a demo
If you’d like to see CustomerSure’s approach to improving your Net Promoter Score in action, contact us for a free pilot project. We’ll help you design and run a short, live test to show you exactly how everything works and prove the real impact our approach has on your customers and your business.