B2B selling can be a brutally competitive business. Our Forsta platform gave B2B International the insights to gain an edge with one of their clients, Wolseley UK. The challenge How to stand out with high customer service, rather than low prices Wolseley is a leading seller of plumbing and building materials to UK businesses. It’s a very competitive market. If another business…
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The path to a successful Voice of the Customer programme is well established. But how do you make sure you are heading in the right direction? Delivering industry-leading Human Experience for customers takes more than just systems of data collection. HX leaders focus on creating value from that data, capturing its impact, and communicating success…
When you have a streamlined, customer- driven system of agile improvements, you can expect substantial returns. Introduction When you know how to get the best out of it, CX pays – and it pays big. Both B2B and B2C brands that use innovative CX strategies are three times as likely to significantly outperform financial goals.1…
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The growth trifecta: why qualitative research is growing so fast Tell me more. And more. And more. We want the full story. The colors, the shapes, the sounds, and the feelings. It’s no longer enough to sift data, crunch numbers and plot charts. We want to investigate our customers’ hearts and minds, to see what…
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Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Building such a program, however, is far from simple and failure to do it well will result in “just another customer survey”….
Treat me like a human I am not your consumer, your user, your respondent. I am not the sum of my clicks, likes and shares. I am not my purchase history, my demographics, my audience segment. I am not my asthma, my Adidas or my Apple devices. I am none of these things and I…