http://www.eginsight.com/news E.G. Insight News and Notes Mon, 14 Jun 2010 15:29:19 +0000 http://backend.userland.com/rss092 en As we’ve mentioned before, data about customers is multiplying. But information about customers – the kind that informs confident business decisions – can be harder to come by. So when I came across this quote on the blog www.gilliganondata.com, it stuck with me: “A man with one watch knows what ... http://www.eginsight.com/news/2010/06/what-did-mark-twain-know-about-business-to-business-customers/ 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 ... http://www.eginsight.com/news/2010/05/eg-insight%e2%80%99s-eric-engwall-and-nick-wassenberg-featured-in-business-insider%e2%80%99s-voice-of-the-customer-series/ 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 ... http://www.eginsight.com/news/2010/05/eg-insight%e2%80%99s-gary-gerds-shares-best-practices-in-gathering-actionable-business-to-business-customer-feedback/ For months, best-selling author Dan Pink has posted examples of “emotionally intelligent” signage on his blog. These examples appeal to human emotions and use humor, sarcasm, or parody to get his intended point across. One of my personal favorites can be found here. Pink uses these examples to illustrate his ... http://www.eginsight.com/news/2010/04/are-your-customer-relationships-%e2%80%9cemotionally-intelligent%e2%80%9d/ As technology advances, the methods available to collect customer feedback multiply. With social media sites (blogs, Facebook, and Twitter), web-based surveys, and post-transaction reviews on sites like amazon.com, customers have the opportunity to provide feedback for every purchase they make. And there is value in that feedback loop. Real-time transaction data ... http://www.eginsight.com/news/2010/04/three-reasons-to-add-face-to-face-reviews-to-your-customer-feedback-efforts/ In our work with clients, we help them to understand the confidence that their key customers have in their current and future ability to meet their needs. Among other things, many clients are interested to know whether their responsiveness to customers is perceived as a core strength or an opportunity ... http://www.eginsight.com/news/2010/03/going-beyond-responsiveness-to-meet-customer-needs/ Over the past few weeks, the media has been buzzing about the 2010 Edelman Trust Barometer study (details here). It measures and reports the level of trust the general public has in entities like corporations, government, even friends and family. Some of the results are unexpected, such as the rise ... http://www.eginsight.com/news/2010/03/the-customer-confidence-crisis-%e2%80%93-why-now-is-the-time-to-rebuild-your-customers%e2%80%99-trust/ In accepting the Cecil B. DeMille Award for lifetime achievement in motion pictures, filmmaker Martin Scorsese quoted Faulkner: “The past is never dead. It’s not even past.” That got me thinking… Maybe that’s why your customers keep bringing up issues that you think are long resolved—the need for proactive support, responsive ... http://www.eginsight.com/news/2010/02/martin-scorsese-and-confident-customers/ As a company that helps other organizations listen to their customers, we also make a point to actively gather feedback from our own clients. And when gathering feedback from our clients, we’re often reminded of just how important the act of listening can be to a company’s strategy. “The Customer Review ... http://www.eginsight.com/news/2010/02/customers-often-say-it-best/ When thinking about business-to-business customers, we rarely think about pizza chains - but maybe we should. Consider Domino's Pizza: Advances in technology have helped improve their internal communication, shortened the time it takes to fulfill orders, and allow you to order a pizza online. Technology has been a huge part ... http://www.eginsight.com/news/2010/01/where-do-customer-demands-come-from/