You probably believe that customer satisfaction is very important. However it is becoming increasingly clear that it is not. The problem is that what customers say and how they act with customer satisfaction surveys (although important) being a poor predicator of buying behavior or customer loyalty. So, the pursuit of customer satisfaction as the end [...]
The reality is that organizations are increasingly rigorous in evaluating vendors. Purchasing departments in some cases require that a vendor assessment is completed employing a standard template as follows: Buyers tell us, however, they are rarely asked by suppliers about such evaluation procedures. That means suppliers are making assumptions about how they are being evaluated. [...]
The reality is that organizations are increasingly rigorous in evaluating vendors. Purchasing departments in some cases require that a vendor assessment is completed employing a standard template as follows: Buyers tell us, however, they are rarely asked by suppliers about such evaluation procedures. That means suppliers are making assumptions about how they are being evaluated. [...]
There must always be a visible link between the supplier’s solutions and the customer’s success. However, suppliers cannot simply assume that customers will fully appreciate the value they are adding or the impact they are having…
If customer satisfaction is how you are measuring your performance then prepare to be surprised. Traditional measures of customer satisfaction are a poor indicator of customer loyalty. In our experience sellers typically overestimate the levels of loyalty and satisfaction of their customers. That is because they don’t know what their customers are thinking and in [...]
To meet your target then you must help the customer meet their target too. So, rather than looking to take an even larger share of the buyer’s limited budget, sellers must look for new ways to: • Make the buyer’s budget go further. • Help the buyer do more for less. • Accelerate the buyer’s [...]
The pursuit of customer satisfaction as the end goal of sales and marketing is misguided. Satisfaction is a fluffy and wooly concept that misses the whole point of the buyer-seller relationship. It is not the satisfaction of the buyer that matters, but the results you have helped them achieve. The Manager — Buyer in a [...]
© 2012 Repeat Sales Insights. All Rights Reserved. Contact The ASG Group