We recently started a project with a new client, which is always a great time to evaluate how we got the business and what the deciding factors were. The company is a large provider of employee benefit plans to major employers, and someone we have courted for quite some time. In the course of the sales process we learned a few things about our prospect-turned-client that were notable to us, things that ended up being significant factors in our successful effort to win their confidence and their business.
Early on, for example, we learned that our new client – who will be using our Customer Review interview process – is already doing business with one of the “household names” in the third-party customer survey world. Through that survey research provider, our client is reaching out to hundreds of their customer contacts on a monthly basis. Upon further discovery we learned that the process is well established, that they are generally pleased with the current provider, and have no plans to discontinue surveying their customers using the existing approach.
While it’s not at all unusual for us to be working alongside a survey provider within a common client, the obvious question always is: “If you’re satisfied with what you’re already doing, why do you need another approach?” And by extension, why do you need E.G. Insight? The answers, of course, make all the difference between winning the new client or not. Here’s essentially what our contacts told us:
Ultimately, the decision to engage E.G. Insight came down to a statement made by our senior contact. After outlining the issues and examples listed above he said, “Our best customers deserve better from us. And so do we.”