When you’re customers are businesses a simple customer feedback survey can do more harm than good.
Genroe can assist you to run a Voice of the Customer process that collects actionable customer feedback through a positive customer experience.
High Value B2B Customer Feedback
Designed for Business to Business organisations that have a relatively small number of very important customers.
Sending a simple email survey to CEOs, COO’s and senior managers at your key clients is unlikely to provide you with useful feedback.
If you’re lucky they will tick the boxes of your survey.
If you’re less lucky their EA will delete your survey invite never seen.
If you’re unlucky their impression of you will actually go down.
We help you to understand what the key decision makers at your biggest clients are really thinking.
This service has been designed for Business to Business organisations that wish to understand what their customers value the most and how well they are delivering that value.
Learn more about the: High Value Business to Business Customer Feedback Process
Net Promoter Score
Net Promoter has excellent applicability in the B2B space.
If you are looking to implement NPS then our Net Promoter Score Consulting will help you deliver a system that collects scores and makes them actionable for your business.
A combination of services and, where applicable, software systems will support you in the development and roll-out of this powerful business improvement methodology.
Learn more about the: Net Promoter Score Practice
Won / Lost / Abandoned Interviews and Reporting
Turn lost sales into multiple wins by really understanding why you lost and multiplying your success rate.
So you’ve lost a big opportunity. That’s bad enough but if you don’t know exactly why you lost you may be destined to repeat the same mistakes over and over again
You could ask your client directly but it is not likely to glean the real reason for the loss. You’ll probably just get “you were a close second”, “there was not much in it”, “the others were a bit cheaper”. Not useful at all.
Learn more about the: Lost Sale Feedback and Action Plan
Stakeholder feedback interviews
As an adjunct to the High Value Business to Business Customer Feedback Process we also offer general stakeholder feedback interview services.
These service can be used for a variety of purposes including:
- Interview prospects when you have lost a major tender to understand what when wrong and why.
- Interview current customers to probe about new product development ideas and approaches.
Learn more about the: High Value Business to Business Customer Feedback Process
Customer Feedback Survey Audit
Poorly worded customer survey questions can destroy the effectiveness of the customer feedback process and produce a poor customer experience.
In fact if the questions in your customer survey are not phrased correctly the results that you receive can be misleading and even downright incorrect.
Learn more about our Customer Feedback Survey Audit.
Success Diagnostic
Un-happy with the ROI from you customer feedback program? You’re not alone.
Smart companies drive real business value through collecting and using customer feedback (Zappos, Apple, American Express, Amazon), in fact they become renowned for it. Others just waste their money (no names needed here).
This diagnostic identifies what you need to do to have a Zappos or Apple-like focus on your customers.
Learn more about our Voice of the Customer Success Diagnostic.
Next Steps
Related Content
Here are some resources on Net Promoter Score® you might find useful.
Client Testimonials
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. Adam Ramshaw from Genroe was engaged by the City of Ryde to survey customer satisfaction levels of our new Ryde Planning and Business Centre. Adam has consistently provided us with a high level of expertise and excellent customer service. Whenever we have required assistance with the development of urgent reports, Adam’s response has always been prompt and extremely professional. 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. I have no hesitation recommending Genroe to other business colleagues. Read more “Angela Jones-Blayney”
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”. The reason we reached out for a partner to help our business with launching a CRM was due to simply not having the manpower to do it ourselves, as a start up you can appreciate there are only so many hours in the day! We asked Hubspot to give us 3 potential partners. Genroe not only were the most cost effective but they asked the most important questions that I needed to hear from them. Especially as I had no idea how long this would take, no how hard or complex it would be. I trusted Adam from day one. 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”. Dealing with Adam and the team was a pleasure, calls, Zoom, Screen shares at my request and also his opinion on how we could do things better was always welcomed. I recommend engaging with Genroe for all things Hubspot! Read more “Michael McGough”
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 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. We’ve considered Adam Ramshaw as someone where it would always feel like we are his number 1 priority, with his availability and solutions second to none.. Read more “David Schekoske”
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. GraysOnline has 2.3m customers and Genroe was a perfect partner to help us gain insights from our customers on what we can improve to make the GraysOnline experience better. 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. We have now launched NPS, we do feel like we are still at the bottom of the mountain in terms of NPS being an effective tool to improve our business and not just be a one off project, however, having Genroe as a genuine partner of our business, gives us comfort that we can climb the mountain one step at a time, ultimately, including NPS being a BAU tool. And this is the reason why we would recommend Genroe to any business that is looking to understand their customers more but feels like the mountain is too steep to tackle it themselves. Read more “Michael Bray”
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. So I came across Genroe about 6 months before I joined Wolters Kluwer. I meet up with Adam and I guess from that point all the way through to now, five and a half years later I have been impressed with the pragmatic approach of Genroe. A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it. They live and breathe it and they can share case studies. We have learnt along the way. We think we have also shared some of our learnings back with Genroe. I think it’s that pragmatic approach. Being able to be flexible and working with a product like CustomerGauge and helping to fine tune that into an organisation like ours. So rather than one model fits all, really tailoring it to make sure that we got the best out of the program and continue to learn along the way. Read more “Russell Evans”
Joanna Thomas
Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it. Read more “Joanna Thomas”
Renee Farnham
Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs. I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives. Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best. Read more “Renee Farnham”
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. 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. I think that’s the most amazing thing, that we have that real-time feedback. We can just shoot them an email and we get a response back with, “Yes, we can do it,” or, “No, we can’t, but here’s an alternative.” That’s enabled us to be able to succeed in the way we have, by having that support. Read more “Bernice McLeod”
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. We would have put CustomerGauge into close to ten of our businesses [since 2012]. What I would say about the platform in every instance of the ten instances we’ve done is that it has really built upon the employee culture that we’ve had. It’s been transformational. 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. Read more “Jeff McLean”
Craig Scowen
Sam Riley
They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. We’ve been operating this system for a couple of years now and Genroe is always checking in, providing us with refinements to what’s going on and any time we want to get more out of the system they are always willing to come in and understand what we want and help. It’s not one and done. They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. So that’s what we like. Read more “Sam Riley”
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. We had plans for business growth but very little in place of marketing strategy and systems. We were starting from practically zero in the way of marketing expertise and systems. 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. The Genroe team are able to adapt with changes along the journey as well which is a big plus when you are evolving your marketing strategy as you learn. Highly recommended. Read more “Mark Burgess”
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. We obviously went through the process trying to evaluate the various competing vendors to provide the services. We liked Genroe because we felt the approach was right for us. We felt it was a good match culturally between the two organisations. And we felt they knew what they were talking about. And so it very much comes down to the individuals that you work with. We had a very engaging process. We got the outcomes we were looking for. We got implemented very quickly. And the relationship has continued over the last 12 months, to ensure that we keep being sort of pushed and prodded to learn more about our client loyalty, and to drive change. 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. Read more “John Moss”
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