Helping B2B companies transform into truly customer-centric organisations
Europe
Joined January 2012
- Tweets1K
- Following474
- Followers243
- Likes3
Pinned Tweet
We are no longer active on Twitter / X.
Follow us on @LinkedIn instead.
linkedIn.com/company/deep-in…
Deep-Insight retweeted
Interesting talk on how to adopt a company-wide CX and how to cultivate a customer centric strategy by Alan Shanley, Customer Service Director @BTinIreland & John O’Connor, CEO @DeepInsight_NPS
#CX #CCMALive #CCMA2023
Deep-Insight retweeted
12.25 p.m. Exploring the BT CX journey: how to adopt a company-wide CX culture and how to cultivate it Alan Shanley, Customer Service Director BT Ireland & John O’Connor, CEO @DeepInsight_NPS @BTinIreland #CCMAlive Watch it LIVE and FREE now on
We’re looking forward to the @CCMA_Ireland Annual Conference 2023 at the @AVIVAStadium today to hear how @BTinIreland became one of Ireland’s most #customercentric companies.
#CCMA2023 #ccmalive
Good article on how #B2B buyers actually buy.
"Succeeding with current customers goes a long way toward earning their next purchase, even if the buyer moves to a different company."
It pays to be customer-centric.
hbr.org/2022/09/what-b2bs-ne…
Here’s an update on an article I wrote in 2014.
Way back then, an average NPS result for a B2B company in Europe was no higher than +10. A score of +30 was ‘Excellent’.
But the world has changed a lot in the last eight years. Have NPS scores changed?
deep-insight.com/ai.php?card…
Here’s a question for CEOs and leadership teams:
You talk in your Annual Reports and presentations about #Trust and #Relationships but if Trust is so important, why do you not measure it?
A topic for you next board meeting, maybe?
deep-insight.com/ai.php?card…
Honestly, in some industries, ZERO is a good #NetPromoterScore!
customerthink.com/what-zero-…
The most important thing for any Account Manager is to talk (and LISTEN) to customers. Get to know their issues and what keeps them awake at night.
You can't sell effectively to somebody if you don't understand what problem you're trying to solve.
deep-insight.com/ai.php?card…
#CSat - Customer Satisfaction - has been a business KPI since the 1970s.
It's a good thing to measure but it's only half the story. Actually a third.
In #B2B, two more important metrics are #Trust and #Commitment. Click below to find out why.
deep-insight.com/ai.php?card…
Remember, in 2023 and in all future years, Quality is Free!
#CX #Quality
deep-insight.com/ai.php?card…
"Stop obsessing about 'Net New' customers."
That's essentially what Ross Graber at Forrester is saying in this article from Forbes. B2B companies will be far more focused on their existing 'ideal' customers in 2023.
Tell your sales people to stop selling and become #TrustedAdvisors instead.
deep-insight.com/ai.php?card…
#B2B Marketeers: Remember that your job is to solve your customers' business problems.
Here's a good example of a marketing campaign that did exactly that.
thedrum.com/news/2022/12/05/…
Ever wondered what #Innovation really is?
We talk to Rob Baldock, serial innovator, about his 50 years of innovating.
deep-insight.com/ai.php?card…
Here’s a short series of blogs about Susan (who works in Sales) and Bill (who works in Marketing).
Do they sound familiar to you?
deep-insight.com/ai.php?card…
Ever heard of the company Kainos?
No? You should look into it: it's a £300m FTSE 250 company with an incredible revenue growth record. It has been growing organically by 20-30% a year since its IPO in 2015. That's 20-30% a year, EVERY SINGLE YEAR.
bit.ly/3B4oZKW
There's an awful lot of nonsense written about what a good Net Promoter Score is. In the B2B world, it's a lot lower than you might think...
…Particularly if you’re an outsourcing company
deep-insight.com/ai.php?card…
#netpromoter is not just for customers. It is also used to measure #employeeengagement
But what is a 'Good' Employee #NPS score?
deep-insight.com/ai.php?card…