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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
   

The 2008 year-end special feature in the Stillwater Gazette (Minnesota) featured the following about E.G. Insight’s involvement in a community survey:

“E.G. Insight Managing Partner Gary Gerds told District 834 board members he offered to conduct the survey at no cost partly because he hoped to help the school system meet challenges that didn’t exist when his two children were students in the district.

‘Like it or not, you’ve got a lot of competition … so you need to understand your strengths and your opportunities, and how you can leverage those to compete more effectively,’ he said.
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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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E.G. Insight Begins Cross-Cultural Research on Business-to-Business Customer Confidence, Satisfaction, and Loyalty

Saint Paul, MN, November, 2008 - The customer research and consulting firm, E.G. Insight, has initiated a study to look at geographic and cultural trends in business-to-business customer behavior and performance ratings.

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