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...

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...

The Truth about Customer Experience

Recently there was a discussion on LinkedIn about a new report by McKinsey which looked at how businesses maximise customer satisfaction by concentrating on touchpoints, under the title of The Truth of Customer Experience. The real truth, missed not only by McKinsey...

Preparing for a B2B Customer Satisfaction Survey Part 1

You are thinking about conducting a B2B customer satisfaction survey.  Good. Where do you begin? In my experience the best place to start is to think through what you and your company will do with the results. Yesterday I met two very nice ladies.  They told me that,...