InfoQuest does it differently

I am going to a workshop on Wednesday where I know that all attendees will be asked about the USP (unique selling proposition) of their offering – in other words, what differentiates their product or service. The short answer for most people is that they don’t...

A Customer Relationship Fairy Story

Once upon a time there was a factory that produced nuts, bolts and washers. There was a highly efficient production line dedicated to each, and each production line ended in an area called Assembly. In Assembly were a group of workers who put the nuts, bolts and...

NPS, InfoQuest and Numbers

Here is one for the statisticians.  It’s boring as hell.  Sorry.   A Net Promoter Score survey with 100 respondents that asked the question “Would you recommend” achieved a score of 7.2.   The 7.2 means something when it is in context.  So, to put it...

£203 billion “email drain” affecting UK productivity

The process of reading and responding to emails is costing UK business as much as £203.4 billion* and could be one of the root causes behind the UK’s productivity problems, according to Oasys Mail Manager. The email management firm’s research suggests that the...

Attributed Feedback in B2B Customer Surveys

I’ve recently been reminded of two mantras from my days (long ago) in consultancy which are closely related to each other and still very pertinent. They are: – -It can’t be managed it if its not measured and -Control the whole by controlling the...

Live Chat – What Are We Doing?

Live Chat is the little box in the bottom right-hand corner of the screen that opens up, displays the name and photograph of a member of staff, and invites visitors to the website to engage in a conversation. So, what is InfoQuest trying to do with Live Chat?  ...

An Easy Sales Increase – Defined

Recently I was asked to define the word ‘easy’ by a Sales VP in relation to a headline on InfoQuest’s website that reads “Take an Easy 10% Sales Uplift”.  Most of what I told him is generic and applies to any business-to-business that has between 80...

ISO 9000 and a Customer List procedure

No apologies. I’ve banged on about this before, and its still important. If you’ve got it in your ISO 9000 procedures that you’ll get feedback from your customers, then you should add a sub-clause or an addendum regarding the customer list. In B2B...

The Lifetime Value of a Customer

A couple of years ago Chris and Josephine, who ran our local village store, retired, sold up and went travelling. Before they came to our village Chris had sold cars and Jo had been a tax inspector. It was certainly not a ‘natural’ progression in their...

Statistical Validity in B2B Customer Satisfaction Surveys

I was asked today about the statistical validity of an InfoQuest B2B customer satisfaction survey. Now we have a very neat spreadsheet for measuring statistical validity.  The formula is made up of a number of parts, including the size of the universe, the number of...

How Businesses Can Go Green

  With global warming, extreme weather, climate change and resource scarcity all rising up the global agenda, it’s incredibly important that each and every person on the face of the Earth steps up and does something about it; we all need to take a greener,...

Customer Satisfaction Benchmarks

Notes on customer satisfaction benchmark scores. Background InfoQuest is unusual in that it has a very large and comprehensive library of questions and statements that have been used in hundreds of thousands of business-to-business (B2B) customer satisfaction...

Begin with the End in Mind

“Begin with the end in mind” is a quote from my good friend Peter O’Donoghue. When Peter used the phrase he was talking about planning your marketing / sales / customer contact programme. But it’s truth is just as applicable to your customer satisfaction...

NPS & Fred Reichheld – Latest News

One might assume that the guy who invented the Net Promoter Score sees his creation as the best survey product on the planet. Ready for a little surprise?   The premise of NPS, of course, is that the answer to a single question – How likely are you to...

Survey Response Rates – Update

Over the past couple days I’ve been researching the general subject of Survey Response Rates.  My normal interest in the subject became elevated when I ran across an article having to do with the ACSI (or American Customer Satisfaction Index). What caught my...

NPS – A score of 7.2 – “What the f*** can I do with that?”

Over the last two weeks there has been a discussion on LinkedIn as to whether NPS (the Net Promoter Score) is the best way of measuring customer satisfaction – specifically in a business-to-business (B2B) context.  The responses came from two camps:- Those who wanted...

Selling a Solution and Due Diligence

Nowadays we’re told to sell solutions rather than features and benefits.  Sometimes it’s taken to extremes – haulage companies offer “logistics solutions”.  And most of us smile wryly when we see Waste Management Solutions emblazoned on the back of a vehicle. First...

Lost Opportunity or Opportunity Loss

First the definition. You manage a hotel.  Last night you had some rooms that were unoccupied (or un-sold).  You will never have the opportunity to sell last night’s rooms again.  That is a lost opportunity. You get a call from a local company that needs 20...

NPS in the NHS

I’d always thought of the Net Promoter Score (NPS) from the point of view of the poor person who was expected to ‘manage’ their operation based on a single score (NPS – A score of 7.2 – “What the f*** can I do with that?”)  that, as a tool, simply...

What is B2B

In order to define B2B, B2C has to be defined.  These are two very different business models, requiring different skills, disciplines and mind-sets.  Organisations should never attempt to run with both without splitting the organisation. B2C is where there is a buyer...

What did B2C do before NPS?

Last week I was approached by an American investment bank. Perfect for InfoQuest I thought. Has to be B2B and all about relationships – long-term; trust; mutual goals; lots of interactions at different levels. But no. They were looking for help in their call centre,...

The Employee Engagement Racket – Debunked

The Employee Engagement Racket – Debunked I recently read an article by Liz Ryan entitled The Employee Engagement Racket (here if you wish to read it). The premise of her article is that engagement is simply the latest ‘fad’. She eruditely says that engagement...

Chemical Success Story

Family-Owned Chemical Company Increases Its Revenue by 25%   Already pulling in 60 million pounds per year, this chemical company was just looking to get a better understanding of its customers. Through an InfoQuest customer survey, they found something they...

Logistics Success Story

Post-Survey Workshop Generates Nearly 1 Million Pounds of Revenue   After an InfoQuest customer survey campaign, every company gets a post-survey workshop. The ideas generated in these workshops are analyzed for effectiveness and implemented. In one case, the...