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High Value B2B Customer Feedback Execution

B2C customer feedback techniques tend to break down in a B2B setting.

A relatively small number of relatively high value customers with multiple stakeholders means you need to specific B2B approach.

Sending email surveys to C-level client contacts is unlikely to provide you with useful feedback.

Mostly their EA will delete your survey invite.

Sometimes they’ll be offended.

Occasionally, they’ll tick the boxes of your survey.

Instead we use a mix of confidential face to face and telephone interviews to help your really understand what the key decision makers at your biggest clients are thinking.

Net Promoter Score Programs

With Monetized Net Promoter® technology and a powerful reporting suite, CustomerGauge automates survey delivery, routes powerful insights, prioritizes follow-up and monetizes your account base.

According to Forrester, CustomerGauge is the best B2B VoC platform on the market.

Their unique B2B tool set helps you predict potential customer churn and pro-actively retain high value customers.

Customer Feedback Program Review

Ever get the feeling your customer feedback program is just not delivering the outcomes you had hoped for?

Sure, lots of survey invites are going out and lots of reports are delivered but nothing actually seems to be changing.

Perhaps your program needs a review and re-invigoration. 

Our best practices are based on 20 years experience implementing complex B2B customer feedback program. We know what works.

cx strategy

Major Project Win / Loss Feedback

Virtual CMO

Losing a big B2B opportunity is more than disappointing – it’s also expensive. 

You could just ask your client why you didn’t win, but they’re not likely to tell you the real reasons. Instead you’ll hear:

  • “price”
  • “you were a close second”
  • “there wasn’t much in it”

Not useful.

We run an extensive and confidential interview process with your ex-prospect to uncover the real reasons you lost so it doesn’t happen again.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

Michael Bray

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Peter Perla

If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

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Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.

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