The other week I presented at an international chemical conference and the topic was ‘differentiation in an undifferentiated market’. The main thrust of the presentation was on using customer experience to differentiate in the marketplace. Howeve...
“Customer journey” is a term that since entering the research mainstream in 2012/13 has become an umbrella for all studies looking at the relationship between a supplier and its market. However, “customer journey” research tends to fall short...
On any working day, the average full-time employee is likely to spend at least 50% of their waking hours at work. Let that sink in. That’s 50% of our precious time accounted for every working week; time that could be spent doing the things we love,...
Around 50% of the work that we do at B2B International directly involves the customer experience. A customer experience project can consist of a wide range of elements. Often, at stage one, our core aim is to understand and measure the customer exper...
How many times have you had to sit down and go through a long PowerPoint deck full of facts, figures and charts? Do you remember many of them? If not, chances are the deck was missing a key element. A coherent story. Storytelling has become an essent...
Delivering a sub-par customer experience is a recipe for disaster. Get it right however, and you’ll enjoy far greater financial returns and long-term loyalty from your customers. One of the most effective tools in a customer experience research pro...
4 B2B Marketing Ideas for a Merry Christmas Christmas is only a few weeks away. It might not yet be snowing outside, but the festive season is already in full swing – at least in the advertising industry. With Christmas being the most anticipated e...
An email landed in my inbox last week which started with: “From today Vodafone will be changing our brand positioning for the first time in eight years from ‘Power to you’ to ‘The future Is exciting. Ready?’”. It certainly caught my atten...
The Fleming conference “Sales & Marketing Effectiveness in Chemicals Forum” is coming to Cologne in just a couple of weeks’ time! This must-attend event for anyone working in Sales or Marketing in the Chemicals industry will take place on ...
Date & location: 25 October – 26 October, Munich Our stand: 249 (next to the Innovation Area) Our workshop: 26 October, Room 7, 09:45-10.30 The world’s leading market research show, Research & Results 2017, is only weeks away! Exper...
