Experience & Practical Advice
I have spent a lifetime asking buyers and specifiers in business "Why did you choose this supplier?", "What would make you switch to another company?", "How could this company improve its offer to you?" This has provided a huge stock of examples of how to improve customer experience.
We know every company seeks to deliver excellent customer experience. But experiences are inconsistent and disjointed in B2B companies.
Our book shows how to build the very best customer service in a B2B organisation. We discuss the foundations of good customer service, the strategies that deliver great customer service, and the small but important tactics that will make your customer experience truly exceptional.
Oh, and while I have you, can I interest you in my latest book that will hit the bookstalls in January 2019? It is called The Business Models Handbook and it contains 50 of the most useful frameworks for analysing business problems - from Ansoff to Value Net.
Storyteller at Heart
We are hard wired to listen to stories. Stories put things in context. They have characters, morals and make things colorful. Which means they enliven interest. I've always enjoyed conjuring up stories and our book is full of them.
In preparation for the book I interviewed dozens of business people to find out their stories. These are shared in the book. They provide superb examples of how people are delivering the very best (and sometimes not the best) customer experience.
At the back end of 2019 I was proud to be nominated as one of the top 10 customer experience influencers in the world by Customer Experience Magazine. The only way you can really understand customer experience is by carrying out market research. As the leader of B2B International, a global market research company, I have had the privilege of helping hundreds of businesses achieve their full potential for customers. These companies are the real heroes.
"Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning."