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Is customer satisfaction really important in B2B?

The B2B Research Blog

Customer loyalty is critical to any business. Obvious but true, especially for B2B companies who, unlike their consumer focussed counterparts, have a relatively limited pool of buyers to target. This truism sees many B2B companies striving to satisfy and even delight customers. Being easier to do business with. The post Is customer satisfaction really important in B2B?

Going the Extra Mile: How to Use Twitter to Boost Customer Satisfaction


Instead, a customer can hop on his computer or pick up his smartphone to fire off a quick tweet voicing dissatisfaction with a company. This evolution in consumer behavior is changing not only the way brands interact with their customers, but also how they do business at a base level. Creating a sense of trust between customer service and the consumer will build brand loyalty.

Why transparency is essential for building corporate brand trust


Trust in business has reached new lows, as reported by the latest 2014 Edelman Trust Barometer (e.g. only 50% of Americans trust financial service companies), and insufficient transparency has been one of the key reasons. Why has “transparency” become such a critical virtue for younger people, yet such a complicated challenge for many global companies?

How Small Businesses Can Use Real-Time Case Studies to Acquire New Clients


As a result, his business flourishes. Effective user acquisition strategy is the new Holy Grail for all small business owners and marketers. By sharing case studies, the objective is to build up trust and confidence with your users. Case studies make up for excellent promotional material, for any small business. Guest post by Bill Achola. Ned J. His work is recognized.

A proud American company that never understood digital

grow - Practical Marketing Solutions

What better brand name to trust with your photos than Kodak, right? What an amazing turn of events for this once proud and dominant company. The company had everything it needed to succeed. Last month they exited the digital camera business. When it’s all over, I don’t even know if there will be any company left. Wrong. The tech. The fun. The name.

The #1 Way to Improve Customer Loyalty and Satisfaction | B2B.

B2B Marketing Insider

In B2B marketing organizations, the single most important way to keep customers is to build satisfaction and loyalty. So, how do we build customer satisfaction and loyalty? Haskett, in his post Putting The Service Profit Chain to Work argues that companies can create significant competitive advantage by focusing on these key links. Next the question becomes- how do we do it ?

Business Must Have: Social CRM apps

Sales Intelligence View

Society has changed accordingly, and so has the business of sales. They help companies track customer activity and engage with them quicker and more effectively. The presence also helps sales people maintain their company brand while building trust among clients. If a business has a social media presence, customers expect to be able to engage with it immediately.

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IBM’s Beck: Social Business is About Enablement, Not Control

Paul Gillin

Social business isn’t about tools and promises. It’s about giving people at every stage in the sales cycle the incentive to adopt tools that make their jobs easier and contribute to customer satisfaction. IBM started with that simple premise when it tackled the task of convincing its sales and marketing people to adopt a new way of doing business. Photo via

The Rise of Social Business – Broader than Facebook, Twitter, LinkedIn, Google+ Combined

Blue Focus Marketing

The transformational trend of social business is disrupting and revolutionizing large and small businesses alike as the world becomes increasingly more interconnected, rewired and reoriented by social technology. Businesses are in the midst of fundamental changes that will neither reverse for stragglers nor offer them mulligans. What Does Social Business Really Mean?

How to earn customer loyalty in the age of chat


“You’ve just become my favorite airline.” Any business that succeeds in getting a customer to declare love for its brand has just converted an ordinary customer into a loyal customer. Beyond added revenue, a loyal customer benefits a business in another, equally crucial way: he/she will help build and defend your reputation. Not all companies excel on digital customer service.

6 Tips for Understanding the B2B Business Decision-Making Process.


A content marketing communications strategy that recognizes this as every business buyer’s position can make the difference between an engaged prospect or an unsubscribe, a loyal customer or a lost sale. The decision-making process for purchasing business software, for example, is longer and more complex than that which involves an individual consumer and an impulse buy. Why buy?

Help Your Employees Get More Done

Vertical Response

In my 12 years of leading VerticalResponse, I’ve learned that a huge factor in my team’s satisfaction, is the ability to get sh*& done! Trust me, we all know how frustrating that is! Tip : Make sure everyone at your company is on the lookout for affordable and practical ways you can get things done more efficiently. What can you do to ensure the former?

My Business Website: Content for Customers… or SEO?

Writing on the Web

Should my business website focus on keywords and getting search engine results ? Perhaps a more important question is “How do I make the most of each of my web pages so that my business and I get found, get known, and get clients ?” ” The challenge: You want to make sure that your business website is fresh, attractive and informative.

Why transparency is essential for building corporate brand trust


Trust in business has reached new lows, as reported by the latest 2014 Edelman Trust Barometer (e.g. only 50% of Americans trust financial service companies), and insufficient transparency has been one of the key reasons. Why has “transparency” become such a critical virtue for younger people, yet such a complicated challenge for many global companies?

See What Content Marketing Success Truly Looks Like

Junta 42

Starting with its signature magazine — the biggest, fully paid for, food title in the United Kingdom — the company delivers well-balanced recipe features that are tested by some of the U.K.’s Working with G+J Custom Content, the company identified leading Dutch bloggers and influencers , who chose four top Dutch cities to profile. Agency of the Year (fewer than 100 employees).

The #1 Way to Improve Customer Loyalty and Satisfaction

B2B Marketing Insider

In B2B marketing organizations, the single most important way to keep customers is to build satisfaction and loyalty. So, how do we build customer satisfaction and loyalty? Haskett, in his post Putting The Service Profit Chain to Work argues that companies can create significant competitive advantage by focusing on these key links. Next the question becomes- how do we do it ?

You’re doing a terrible job with search and social


The named owner of the company is a lawyer but is passionate about Search Engine Marketing. Because when your law office bill tens of millions of dollars and you spend hundreds of thousands of dollars annually on Google Ads, then spending back in the sort of real money that successful search has generated for your firm/agency/company is a no-brainer. You’ve a Chequered Past.

Performance Anxiety and the Modern Marketer

Type A Communications

This is because as marketers, we aren’t equipped to have conversations about the contribution we make to the overall performance of our companies, much less have those within the context of a business environment (instead of a marketing environment). Companies that measure employee turnover and engagement understand that they affect customer satisfaction. We can’t.

5 Creative Ways Cloud Software Companies Can Market Throughout The Customer Lifecycle

Modern B2B Marketing

As a result, consumers and businesses alike have revised their expectations of software providers and demand a different customer experience- calling for significant changes in R&D, but also in Sales and Marketing. This shows your customers that you are paying attention to their habits and understand their business case. Cloud Game Changer: Unearth business development and product development opportunities by analyzing trends in user data across your entire customer base. Engage throughout the customer lifecycle. Trigger offers based on product usage.

How to Launch a Successful Online Community: A Step-by-Step Guide


With 74% of business buyers conducting more than half of their research online before making a purchase, B2B communities like G2Crowd or GetApp can be used to educate prospective customers and help them make better buying decisions. When determining what business problem you want to resolve with your community, consider the following. CSAT - Customer Satisfaction Score.

The 9 Circles of B2B Marketing Hell


For many companies, a good mix of both is the marketing sweet spot. There’s a difference between busy and being productive. Prospects are much more likely to trust you if you’re honest about what your product does well and what other software might do better. But be warned, not every strategy or tactic will be right for your business. click to view larger ).

Measuring the service experience

The B2B Research Blog

Does your business have a service element? Needless to say the conversation ended pretty quickly and my trust in the company vanished. B2B customer loyalty B2B market research customer loyalty customer satisfaction service experienceDo you measure customer perceptions of the experience? If so, you might want to take a quick look under the bonnet. Let me share a story. It sounds far-fetched, but is true. Recently I took a holiday. Not one to ever fully turn off though, I needed my smartphone. Sadly, it too had decided to take a vacation. No calls. No emails. “No

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4 Reasons Your Business Needs Predictive in 2016


While any observer of modern business can tell you that marketers are on the hook for revenue, it’s also clear that marketers do not always have the full support of their business leaders. How can marketers evolve and succeed in this new business landscape? Much like other business functions that have reached maturity in the modern enterprise, marketing must become a data-driven endeavor. Predictive intelligence is the tool that is powering this change in 4 key ways : Empowers B2B companies to identify decision-makers. Helps companies break into new markets.

3 Highly Effective Word-of-Mouth Marketing Tactics

Vertical Response

On the surface, word-of-mouth marketing may seem more geared towards large companies, but this isn’t entirely accurate. For example, Fay points out that, typically, local banks have stronger customer satisfaction scores than big banks. ” Because people want to recommend the companies and brands that they know and trust, small businesses have a huge advantage.

How to Make the Zero Moment of Truth Work for You

Buzz Marketing for Technology

Posted in Behavioral Targeting Business Intelligence Conversion Conversion Optimization Customer Experience Interactive Marketing Internet Search SEO Strategy User Generated Content. They check in with their trusted third-party sources, and expect your message to be consistent from desktop to mobile to tablet and back again. So optimizing company websites for mobile is a no-brainer.

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3 Big trends converging for big branding opportunities


These are global dynamics, but they also have an impact on some noteworthy local trends that can offer unique opportunities for companies to enrich their brand image and accelerate future growth: 1. In particular, 48% report that they try to use brands from companies that are active in supporting social causes (BCG survey). • maximize shareholder wealth). • They are very restless.

The One Must Do Action Step to Ensure a Great 2015

Your Sales Management Guru

The first action they need to do is reach out to every one of their existing clients, in a physical meeting if possible, and discuss with them their use/satisfaction and impact of the salespersons product/services on their company. When the salesperson truly believes in their product/services and their impact on their clients business -they will go the extra mile to win the order.

Why Case Studies are Critical for the Medtech Buyer Persona


One where the case study serves as the ultimate trust builder. The medtech buyer looks to case studies for trust signals and peer recommendations in order to make a case for the reliability and credibility of your offerings. The medtech buyer has to know that the solution or service offered by the medical technology company will deliver on stated results. Business

Best Social Media and Digitial Marketing Research and Statistics of 2011, Part 1


Sure, teenagers spend a lot of time on YouTube, but did you know that three-quarters of business executives watch work-related online videos weekly? companies now use social media for marketing (though the figure varies widely based on size of company)? companies now use social media for marketing. 500 companies. Or that 73% of U.S. And 73% of U.S. That I believe.)

Thought Leadership Merchandising: Rising Above the Noise

Marketing Craftmanship

Thought Leadership Programs Must be Accountable for Business Outcomes. Application — How should the content be applied to drive tangible business outcomes? Apparently through marketing osmosis, a brilliant OpEd piece in the Wall Street Journal or a rousing keynote presentation at an industry conference will somehow bolster a company’s balance sheet.

Want to Work Better With Your Freelancers? Here are 9 Things They Wish You Knew


Freelancers are a one-person show, and as a result, they have to do much of the same work as a small business owner. Stay on top of accounts payable and make sure your company expedites payments to your freelancers right after the work has been delivered. Connect them to more team members to help them learn about your projects and business. Business Daily Canonical

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The Ultimate Dictionary of Marketing Terms You Should Know


4) B2B (Business-to-Business). An adjective used to describe companies that sell to other businesses. For example, Google and Oracle are primarily B2B companies. 5) B2C (Business-to-Consumer). An adjective used to describe companies that sell directly to consumers. For example, Amazon, Apple, and Nike are primarily B2C companies. 2) Analytics.

The Marketing Ménage à Trois: A Mutually Beneficial B2B2C Triad

CMO Essentials

In the buttoned-up collar business world, though, sexy, exciting experimentation and innovation efforts are often subservient to more cautious, measured, business-as-usual strategies. These traditional terms confine any business that sells primarily to the end consumer (B2C) or to another business (B2B) to think only in these lines. Demand Generation Trending

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Why is Inside Sales So Scared of Lead Nurturing?

The Point

In our work developing lead nurturing programs for B2B companies , we often hear statements like the following: “We won’t be implementing lead nurturing for new leads because our telesales manager says his team is following up on every lead.”. Time and time again, we see marketing automation improve the productivity, efficiency, and job satisfaction of Inside Sales. Wait 2 weeks.

10 Very Smart People Weigh In on How to Rethink Marketing


Companies rethinking their efforts to transform the customer experience should focus on linking the customer’s digital buying journey to outcomes that create business value. I would start any marketing strategy reboot by first defining value-creating customer behaviors along the journey and developing a model of customer satisfaction and value. business process. draab.

What Does Employee Engagement Have to Do With Marketing?


Employees are one of the most powerful assets a company has, yet they’re often overlooked when marketing strategies are being drawn up. They’re the people with front-line information on your company. How they feel and what they have to say about your business is everything — and your customers are listening. Trust. Trust is hard earned and easily lost among employees.

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Content marketing – old wine in new bottles?

Integrated B2B

Effective content marketing is based on a genuine desire to help potential customers – and can, when implemented – lead to fundamental change in company culture. If we don’t understood the basics of the diagnosis then the treatment won’t be effective – and aggressive communication on a company’s own terms has had its day. But old wine is old wine…. The opposite if anything. Cheers!