Is customer satisfaction really important in B2B?

The B2B Research Blog

After all, the logic goes, if customers are happy then they won’t feel a need to change supplier – satisfaction leads inexorably to loyalty. Following on from this logic, market research studies tend to focus on measuring customer satisfaction and its cousin the Net Promoter Score (NPS).

Tips for B2B customer satisfaction research

The B2B Research Blog

That’s why every B2B business needs a programme of regular customer satisfaction research. Too many customer satisfaction studies focus on what’s going wrong. Set KPIs and targets to incentivise action, or better still, link customer satisfaction metrics to bonuses. The post Tips for B2B customer satisfaction research appeared first on Circle Research - B2B market research company. Uncategorized customer loyalty customer retention customer satisfaction

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Driving action from a customer satisfaction programme

The B2B Research Blog

Most companies have a customer satisfaction research programme in place, but not all are made equal. So, how do you ensure that your customer satisfaction programme makes a positive difference? So the first step in any customer satisfaction programme is to identify those who have the power, skills and motivation to drive action on the back of the findings. This reveals the relative power of each area of the experience in driving overall satisfaction.

Marketing Automation User Satisfaction: Clearly, There's Room for Improvement (and maybe a little vodka)

Customer Experience Matrix

Or is something else going on: maybe satisfaction is lowest in the most mature categories, like human resources, enterprise resource management, and accounting, because experienced users are the most demanding? marketing automation effectiveness software satisfaction g2crowd demand generatio

Focusing on Patient Satisfaction

Fathom

How Health Systems Can Adapt Their Practices to Optimize Patient Satisfaction. The focal shift from patient acquisition to patient engagement and satisfaction have been driven by the staged implementation of healthcare standards mandated by the Affordable Care Act (ACA).

[Infographic] Snackable Satisfaction: How to Create Bite-Sized Content

Modern B2B Marketing

Check out our latest infographic, Snackable Satisfaction, to learn which types of content your audience will find the most palatable (especially on mobile). Author: Shanna Cook See it, scan it, share it. Your audience is hungry for content and consuming it at a faster pace than ever before.

Support Team Hits Perfect 100% Customer Satisfaction in Q2

Sales Intelligence View

Customer Success insideview customer reviews insideview customer sat insideview customer satisfaction insideview customer success insideview customers insideview focus on customer insideview product support insideview support insideview user reviews insideview user satisfaction insideview user success insideview user support insideview usersWe’ve occasionally honked our own horn when it comes to […].

How One Simple Change Can Improve Your Client and Employee Satisfaction Rates

Hubspot

Our client lifetime has grown by 30%, client satisfaction -- as measured by Net Promoter Score -- improved by 29% three months after the change; employee satisfaction has risen by 23%; and our top-line revenue has grown by more than 50% since the switch.

Finding Local Search Satisfaction in The B2B World

MLT Creative

The post Finding Local Search Satisfaction in The B2B World appeared first on MLT Creative. Local SEO. It’s not new, but it doesn’t get much air time in the b2b community.

The 2015 Digital Patient Journey: Patient Satisfaction & Mobile Engagement

Fathom

The mobile experience patients experience is no longer just an “add-on” piece to help drive patient satisfaction – it is one of the essential pieces to the equation. Hospital marketers must deploy robust strategies around their mobile ecosystem as an essential piece of their overall marketing objectives if they want to continue to drive patient satisfaction and maintain brand reputation.

5 Ways to Create Super-Addictive Loyalty Programs

B2B Marketing Insider

Marketing Strategy B2B Marketing Customer Satisfaction & Loyalty Marketing InnovationYou want customers to love your brand. Well, loyalty doesn’t happen overnight. It starts with building a quality relationship with your consumers.

Why AI Is the Future of Customer Satisfaction

Opentopic

Opentopic blog >> cioinsight.com The complexities of customer support aren’t lost on any CIO. Start multiplying a portfolio of products by all the potential problems, factor everything across support channels—phone, email, web chat, social media, an app and snail mail—and you quickly arrive at the intersection of unmanageable and impossible. A study conducted by Zendesk and Loudhouse found that only. Cognitive Technology Cmo cognitive technology

4 Ways to Survive a Social Media Disaster

B2B Marketing Insider

Social Media Customer Satisfaction & Loyalty StrategyMore than 90% of businesses maintain two or more social media channels. So, it’s no surprise that companies experience social media disasters.

Are 70% of Marketing Automation Users Unhappy? Well, Not Exactly

Customer Experience Matrix

The quote refers to a question about how well marketing automation software met satisfaction and improved results, on a 1 to 5 scale. The middle group, 44.1% “achieved our goals” which still sounds to me like marginal satisfaction.

Patient Satisfaction Is the Name of the Game; Social Media Is a Player

Fathom

Every hospital knows Medicare is beginning to tie some payments to patient satisfaction. … Read the rest The post Patient Satisfaction Is the Name of the Game; Social Media Is a Player appeared first on Fathom.

Experian Marketing Services earns top spot for omnichannel marketing capabilities and client satisfaction in independent research on email service providers

Opentopic

Opentopic blog >> nasdaq.com The Experian Marketing Suite is recognized by The Relevancy Group for its innovative technology and functionality, including capabilities that deliver online, offline and addressable TV solutions for marketers NEW YORK, March 2, 2016 /PRNewswire/ — Experian Marketing Services, a recognized leader in data-driven marketing, was awarded the top position — in a field of nine email. Marketing ROI Cmo marketing roi

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Why It’s Important to Understand the Expectations of Your Site Visitors

B2B Marketing Insider

Marketing Strategy content marketing strategy Customer Satisfaction & Loyalty Digital Marketing Lead QualificationYou write really compelling content, create perfect images and hone overall website design to perfection to get more traffic to your site.

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Read this article before you start a social media program

Biznology

The things you can do with social media are broad and cover many aspects of an organization including recruiting, retention, marketing, business development, and client satisfaction.

Improve Your Data-Driven Marketing Strategy in Just One Day

B2B Marketing Insider

Marketing Strategy automation business Customer Feedback Customer Satisfaction & Loyalty data data driven marketing marketing strategyAny marketer who’s worth their salt knows that improvements in a marketing strategy don’t just spring out of nowhere, overnight.

5 Tips to Start a Conversation with Your Audience

B2B Marketing Insider

Content Marketing content creation content writing Customer Satisfaction & LoyaltyFriends, Marketers, Countrymen lend me your ears. We move into the another year witnessing our mechanical cousins picking up some impressive skills.

Customer Satisfaction is Not Dead

Vertical Response

According to Wikipedia , customer satisfaction, a term frequently used in marketing, is a “measure of how products and services supplied by a company meet or surpass customer expectations.” Zappos consistently achieves customer satisfaction scores in the 90s – yes, the 90s.

Gaining an edge over competitors with a knowledge base

Biznology

Ensuring customer satisfaction is an important part of a business strategy and many businesses struggle to successfully achieve it; a knowledge base can greatly help with this task.

The best advice I ever received for my business, and my blog

grow - Practical Marketing Solutions

Blogging best practices business relationships Leadership blog community building blog community management blogging best practices blogging success competitive advantage customer acquisition customer satisfaction peter drucker small business writing for a blog

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Five habits of highly-effective entrepreneurs

Biznology

Customer acquisition, satisfaction, and retention are key steps in the growth of a startup.

5 tips to help you make business decisions that get results

Biznology

Focus on finding ways to improve customer satisfaction; it is one of the most important things you can do to guarantee the success of your small business. Small business owners tend to do it all and wear all of the business hats when running their business.

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Marketing Automation's Unhappy Users: Trouble in Paradise?

Customer Experience Matrix

Questions about satisfaction give a similarly ambiguous result: just over two-thirds of users in a Winsper Group survey reported themselves satisfied with the business value of their system, again meaning that nearly one-third were neutral or actively dissatisfied.

Why Employee Development is Important

ANNUITAS

One of the recurring themes in studies that I’ve reviewed recently is how important employee development ranks in overall job satisfaction and engagement. Blog employee development employee satisfaction Engagement Harvard Business Review

Social media zombies and the 2 percent solution

grow - Practical Marketing Solutions

I’ve spent most of my career in sales and marketing and have been fairly obsessive about customer satisfaction. I''ve spent most of my career in sales and marketing and have been fairly obsessive about customer satisfaction.

Can We Adapt Ourselves To Adaptive Content

B2B Marketing Insider

Content Marketing Content Customer Satisfaction & Loyalty Marketing InnovationI know seeing the cover image might have given you the creeps. But let’s try and focus, shall we? For years we have been arguing with our design team about creating the perfect social media visuals.

Flip yourself into leadership with exponential growth publishing

Biznology

As connected consumption delivers higher levels of success and satisfaction, these companies will grow to lead the economy. Lesson for leaders. How can “digital changes everything” work for you?

An Independent Review of DiscoverOrg’s Data Accuracy Claims

DiscoverOrg

Best Practices from the Industry Interviews Research Reports Account-Based Marketing B2B Insights B2B Sales Insights Clean Data Customer Satisfaction database hygiene Good Data social media marketing third-party reviews ValueWhen sales intelligence data is inaccurate, incomplete, or outdated, the rabbit hole for a sales person can be very deep —and no one knows better than Steve W. Martin.

How to improve sales with online chat software

Biznology

Believe it or not, live chat has the highest rated customer satisfaction as compared to phone, email, web forms, voice, and even social media (in some cases). Apart from improving customer satisfaction level, live chat can also lead to sales.

Driving action from a customer satisfaction programme

The B2B Research Blog

Most companies have a customer satisfaction research programme in place, but not all are made equal. So, how do you ensure that your customer satisfaction programme makes a positive difference? So the first step in any customer satisfaction programme is to identify those who have the power, skills and motivation to drive action on the back of the findings. This reveals the relative power of each area of the experience in driving overall satisfaction.

Coaching Culture: Putting Down Roots

DiscoverOrg

Best Practices from the Industry Client Success Sales Development Sales Leadership & Management B2B B2B Insights B2B Sales Insights Customer Satisfaction David Sill Sales Effectiveness Sales Leadership Skills Sales SuccessAt the start of the new year, I wrote about my team trying to turn the corner from “Account Management” to “Customer Success”.

5 Ways to Create Added Value for Customers

Vertical Response

Consistently work to improve customer satisfaction. continues, lack of customer satisfaction is a sure-fire way to keep people from coming back.

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5 Best Criteria to Segment Your Site Traffic and Personalize the Customer Journey

B2B Marketing Insider

Marketing Strategy Customer Satisfaction & Loyalty Digital Marketing increase conversions marketing strategy segmentation

Taking Control of Your Business’s Reputation

B2B Marketing Insider

Marketing Strategy Content Marketing content strategy Customer Satisfaction & Loyalty Social MediaYour business’s reputation goes hand in hand with your sales, especially when it comes down to a customer choosing between different companies.

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? And how does a leader take accountability for employee satisfaction?

Finalizing your holiday digital marketing plan

Biznology

The results not only mean higher conversions, but increases in customer satisfaction. Capitalizing on the current marketing trends will help you as you make your final preparations to your holiday marketing strategy.

Connected consumption is the new customer experience (CX)

Biznology

Your company’s business goals are now tied to the success and satisfaction of every customer, which must be delivered during every product use and interaction. Lesson for leaders. Today’s marketing is becoming obsolete. It comes from yesterday’s world. Its focus is “find, buy, and deliver.”.