Category Archives: Customer Confidence

Repairing Relationships with an At-Risk Account

Using the Customer Review process to rebuild confidence with a B-to-B account The Challenge For two months, an Account Executive at our financial industry client had been trying unsuccessfully to get in front of one of his key customer contacts. … Continue reading

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Best Practices, Business-to-Business Sales, Customer Confidence, Customer Feedback, Customer Relationships, Customer Trust

Own the Problem

Customers often say some of their suppliers lack a sense of urgency when things go wrong. They also say that their very best service providers respond quickly, assign appropriate resources, and do not point fingers looking for who is at fault. … Continue reading

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Customer Confidence, Customer Relationships, Customer Trust, Service Improvements ,

Is It About Value or Business Benefit?

For the past 20 years E.G. Insight has been in the business of helping our Global 1000 clients collect feedback from their most valuable customers. Our CRp® customer interview process is a structured face-to-face conversation between one key customer contact … Continue reading

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Best Practices, Customer Confidence, Customer Feedback, Point of View

Going Old School

In casual conversation it’s not uncommon to hear someone described as being “old school.” Most often it’s not an ageist insult, but a compliment – a label that conveys respect for someone who lives and acts according to traditional values. … Continue reading

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Best Practices, Customer Confidence, Customer Feedback, Point of View, Voice of the Customer

Listening with an Ear For Innovation

In Alan Murray’s latest Wall Street Journal article, he mentions that when the Journal’s CEO Council was asked to name the most influential business book, many members cited Clayton Christensen’s The Innovator’s Dilemma. What does Christensen say about innovation that … Continue reading

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Best Practices, Business-to-Business Sales, Customer Confidence, Customer Feedback, Customer Trust, Point of View, Voice of the Customer