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  • What Did Mark Twain Know About Business-to-Business Customers?
  • E.G. Insight’s Eric Engwall and Nick Wassenberg Featured in Business Insider’s Voice of the Customer Series
  • E.G. Insight’s Gary Gerds Shares Best Practices in Gathering Actionable Business-to-Business Customer Feedback
  • Are Your Customer Relationships “Emotionally Intelligent”?
  • Three Reasons to Add Face-to-Face Reviews to Your Customer Feedback Efforts
  • Going Beyond Responsiveness to Meet Customer Needs
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  • Martin Scorsese and Confident Customers
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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.

As we look forward to 2010, we also reflect on what we’ve learned during the past year. One way to do this is to check out E.G. Insight’s “top five” postings for 2009—the most frequently visited articles at www.eginsight.com/news

Each of the top posts listed below share common themes of rebuilding relationships, using customer feedback to inspire action, or best practices in business-to-business customer feedback.

Feel free to browse any you may have missed. We’ll continue to build on these themes in 2010 and we look for your input regarding other topics you’d like us to cover. Thanks for reading!

1. B2B Customer Satisfaction Survey: Advanced Analysis Methods for Impact
2. Beyond Customer Satisfaction: What Really Makes B2B Customers Loyal?
3. The Collapse of Supplier Trust – and Four Steps to
   Rebuild It
4. The Seven Deadly Sins of a B2B Voice of the Customer Program – and How to Avoid Them
5. The Method is the Message
   

St. Paul, MN (October 12, 2009) – St. Olaf College welcomes two team members from E.G. Insight to present “Four Steps in Conducting an Effective Survey” to students in its Entrepreneurial Studies program.

The material for the session includes lessons in defining research objectives, tips on effective questionnaire design, and guidelines for collecting reliable, valid data. Students will also be shown best practices in analyzing and reporting results, as well as some real-world examples of organizations making critical business decisions based on customer feedback.

The course will be lead by two consultants from E.G. Insight; Eric Engwall, Managing Partner, and Paul Edwards, Research Consultant. Engwall’s background includes leading teams of research professionals, as well as developing and implementing large-scale customer feedback initiatives with clients around the world. Edwards’ specialty is the analysis and interpretation of quantitative and qualitative data, with special emphasis on survey feedback.

“Getting the opportunity to share what we’ve learned with the next generation of entrepreneurs and marketing research professionals is a real treat. It helps to give a fresh perspective on the work we do. Helping students understand the importance of gathering customer feedback is something I feel strongly about,” said Engwall.

Edwards added, “Most students have experienced a customer survey as a consumer, but what’s important to keep in mind is that there’s a right way – and a wrong way – to collect feedback. Since understanding the needs of the customers is vital for any business, having a better understanding of how the survey design and implementation process works will help these students be better marketers and businesspeople.”

The session will take place on October 12 at St. Olaf College in Northfield, Minnesota. Engwall is an alumnus of St. Olaf and this will be the fifth year he has volunteered as a guest lecturer as part of the College’s Finstad Program for Entrepreneurial Studies.

UPDATE: Eric and Paul were pleased to receive the following positive feedback about their guest lecturer event:

“What a wonderful job you both did to introduce effective survey methods to the class. Your enthusiasm for the topic was infectious and the students are now excited to get started on their assignments…they are prepared and have a good sense of what and how to do it. Thank you for your time, effort, and great energy!”
Sian Muir
Director, Management Studies; St. Olaf College

“Eric and Paul – Big thanks for the helpful hints and instructions about administering surveys. I have a better understanding of the process and am encouraged to know we have resources to support us. Thanks for your preparation and great enthusiasm!”
Jenny Kramm
Entrepreneurship Student, St. Olaf College

For more information about the course details, materials, or guest lecturers, please visit www.eginsight.com, email info@eginsight.com, or call 1.651.288.1460.

About E.G. Insight
E.G. Insight helps organizations worldwide collect and interpret customer feedback to build stronger relationships with key customers and make better business decisions. For more information about
E.G. Insight, visit www.eginsight.com.

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Rob Brickle from Bsquared Consulting and Gary Gerds from E.G. Insight recently had the privilege of being part of the International Aerospace Quality Group’s (IAQG) semiannual general assembly. This event brought together leaders in the aerospace industry from Asia Pacific, Europe, and North America to discuss how organizations can “achieve significant performance improvements in quality, delivery, and consequently cost, on all products and services throughout the value stream.”

The five-day assembly was hosted by Honeywell and was attended by leaders from the aviation, defense, and space industries, including AirTran, Airbus, BAE Systems, Boeing, Bombardier, Lockheed Martin, Northrup Grumman, and Rolls-Royce, among many others.

Read More

Thursday, April 16, 2009 - For the fifth year in a row, Bsquared has been invited to attend the International Aerospace Quality Group (IAQG) General Assembly Forum, 20th - 24th April in Phoenix, Arizona. The forum brings together representatives of the aerospace community from across the globe. The purpose of the IAQG is to implement initiatives that make significant improvements in quality and reductions in cost throughout the value stream, thereby improving the performance of the organization.

This year, Bsquared is delighted to be able to support the event with their strategic partner, E.G. Insight, based in St. Paul, Minnesota. Bsquared and E.G. Insight, specialists in business-to-business (B2B) customer relationships, are one of only nine companies featured in the Performance Excellence Marketplace (PEM). The PEM showcases companies recognized as making a best practice contribution to the aerospace and defense industry.
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Saint Paul, MN, March 25, 2009 - The customer research and consulting firm E.G. Insight has created the 2009 edition of its benchmarking report which uses advanced metrics in measuring customer satisfaction, confidence, and loyalty.

Using data from over 238,000 in-depth interviews and E.G. Insight’s proprietary Customer Confidence Index® metric, a team of analysts has created a comprehensive report to provide benchmark scores across 15 key performance indicators, including Value, Product Quality, Delivery, and Innovation.
Read More

Client
A global company specializing in providing product testing systems to large manufacturers. More than 78% of the client’s revenue came from large accounts, which made customer loyalty absolutely critical.

Challenge
The client had already done 350+ customer satisfaction surveys with their key customers all over the world. The results were mostly as expected: some contacts were happy, some were not. Senior leaders were getting tired of seeing predictable findings that didn’t yield any direction for action.
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