Connect with E.G. Insight!
May
26
E.G. Insight’s Eric Engwall and Nick Wassenberg Featured in Business Insider’s Voice of the Customer Series
Filed Under Customer Feedback, Point of View, Voice of the Customer | Leave a Comment
As part of a series outlining the purposes, objectives, and tools used by companies worldwide, Business Insider spoke with a group of customer research experts to get the latest trends and issues related to voice of the customer programs. E.G. Insight’s Managing Partner Eric Engwall and Research Analyst Nick Wassenberg provided their points of view about gathering feedback from business-to-business customers.
Excerpt from the article:
Nick Wassenberg, Research Analyst for E.G. Insight, Inc., suggests several factors that could present ideal times to measure what your customers are thinking.
For internal factors, such as making the decision to expand into new markets, you would need to perform customer research to understand what those new customers want. And then there are external factors, such as the recession, which might inspire you to find out how it’s affecting your customers’ buying decisions and needs.
As Eric Engwall, a managing partner for E.G. Insight, puts it, “Reality never works out like your business plan.” So it’s crucial to get out there, find out what your customers are thinking, and adjust.
You’ll make the biggest impact if you focus your customer research on these topics:
- More effective product development
- Better customer service and satisfaction
- More targeted marketing efforts
- Increased knowledge about your competitors’ products and how customers are using them
The series is sponsored by Toyota and will be released in two parts: the first is a summary of what can be learned from listening to customers and the second reviews various tools companies can use to capture customer feedback.
The full report can be found here: http://www.businessinsider.com/what-you-can-learn-from-listening-to-your-customers-2010-5
May
17
E.G. Insight’s Gary Gerds Shares
Best Practices in Gathering Actionable
Business-to-Business Customer Feedback
Filed Under Best Practices, Customer Confidence, Customer Feedback, E.G. Insight in the News | Leave a Comment
May 17, 2010 – Düsseldorf, Germany – In ongoing Voice of the Customer work with a global chemical company, Gary Gerds of E.G. Insight will conduct training for a group of key account managers. The training will amplify the effectiveness of the Customer Review Process (CRp®), a structured method of gathering face-to-face customer feedback from an organization’s most important accounts.
Gerds, co-founder and managing partner of E.G. Insight, said:
I’m excited to bring our updated training session to a European audience. We’ve seen our clients leverage the Customer Review process worldwide in the past, and this training will continue to magnify their gains in customer loyalty, innovation, and confidence.
One consistent finding is that cultural differences never overshadow the need for suppliers to inspire confidence in their business-to-business customers.
The training will feature interactive exercises to improve how sales and account managers ask questions, probe for details, and incorporate actionable customer feedback into their strategic planning. Participants will also get an in-depth look at the Customer Relationship Hierarchy, the Customer Confidence Index®, as well as learn best practices such as the “Nine Commandments of Effective Listening.”
E.G. Insight’s Germany-based client has conducted the Customer Review Process in Asia, Europe, South America, and North America since 2007. For more information about how the process has helped transform the way the organization listens to key customers, see the success story here: http://bit.ly/eginsightSuccessStory0510
About E.G. Insight - E.G. Insight helps companies worldwide develop and implement feedback processes that yield a better understanding of the current health of critical business relationships, and further assists clients to use that data to make better business decisions and guide organizational improvement.
For more information please contact Nick Wassenberg at 1.651.288.1469 or nick.wassenberg@eginsight.com.