NEWS8 February 2016
All MRS websites use cookies to help us improve our services. Any data collected is anonymised. If you continue using this site without accepting cookies you may experience some performance issues. Read about our cookies here.
All MRS websites use cookies to help us improve our services. Any data collected is anonymised. If you continue using this site without accepting cookies you may experience some performance issues. Read about our cookies here.
UK – B2B companies are failing their clients with low levels of customer engagement according to a long-term study from Gallup.
The study found that 71% of B2B customers are ready and willing to move their business because of the way that the companies manage their relationships.
While 29% of B2B customers were fully engaged – i.e. emotionally and psychologically attached to the companies they do business with – the remaining 71% are willing to switch business.
One in five B2B customers have encountered problems with a company or product, with only 40% of customers believing the company resolved their problem. In addition, only 5% of these customers say they are ‘very satisfied’ with the way the company handled the problem.
Gallup found that businesses that have high customer engagement scores outperform those with lower scores by at least 30% across profitability, sales and customer attrition.
The Gallup study was based on 108,989 respondents across 19,093 business units looking at engagement levels of almost 18 million customers.
Newsletter
Sign up for the latest news and opinion.
You will be asked to create an account which also gives you free access to premium Impact content.
In a new series exploring how research leaders manage work and life, Research Live hears from Guy Goodwin, chief ex… https://t.co/zuqLKnAyJ3
With the beginning of a new year, it is time to dust off the reading list. Marie Hense of @TolunaCorporate recommen… https://t.co/Nbb8PUbqtj
Ipsos India reshuffles marketing and operations teams https://t.co/hgscr5zKWv #mrx #marketresearch
The world's leading job site for research and insight
Resources Group
Quant / Qual Insights specialist (akin to RM/AD) –Comms/NPD/Brand
£50,000–£60,000 + Excellent Benefits
Guide Dogs for the Blind
Insight Officer
£28,988.00–£35,199.99 subject to experience
Resources Group
Associate Director – Consultancy in Customer Experience & Engagement
£45–55,000 + great benefits
Featured company
Town/Country: London
Tel: +44 (0)20 7490 7888
Kudos Research are leading providers of premium quality UK and International Telephone Data-Collection. Specialising in hard to reach B2B and Consumer audiences, we achieve excellent response rates and provide robust, actionable, verbatim-rich data. Methodologies include CATI, . . .
@TweetMRS #inclusion Pledge: https://t.co/sB30M7Bfsh The pledge has already been signed by 94 companies . But we… https://t.co/LjmQPASCtk
The post-demographic consumerism trend means segments such age are often outdated, from @trendwatching #TrendSemLON
0 Comments