When you’re customers are businesses a simple customer feedback survey can do more harm than good. Genroe can assist you to run a 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 smaller number of more 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.
Learn more about the: High Value Business to Business Customer Feedback Process
Net Promoter Score Consulting
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
Lost Sale Feedback and Action Plan
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.
“…The final ‘voice of the customer’ report we received from Genroe has removed the guesswork out of implementing the right strategies, targeted at the right customers. We found it valuable and it delivered tremendous clarity to our management team. We have since tweaked our focus and eliminated time and money previously invested on activities that were clearly not going to increase customer satisfaction, sales or our profitability.”
Sam Riley, CEO, Ansarada Pty Limited