The Crucial Role of Relationships in B2B Customer Experience
In the complex world of B2B interactions, the strength and depth of your client relationships can significantly influence your success.
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The Customer Experience Blog
We are in the business of helping you connect your CX programs and practices (however you chose to refer to the work you're doing to make your customers successful), to revenue. Check out our blog to learn more and share your thoughts.
Tom Cates
- Jul 14
- 2 min
Creating Customer Value: Building Loyalty and Enhancing Experiences for Lasting Success
Create Value Creating value for your clients is the heart of any successful business endeavor. To embark on this journey, it's crucial to...
7 views0 comments
Tom Cates
- Jul 7
- 3 min
The Key to Business Success: Strategies for Maximizing Customer Value
In today's competitive business landscape, it's crucial to understand that all customers are not created equal. While every client is...
6 views0 comments
Tom Cates
- Jun 30
- 3 min
Unleash the Power of Customer Loyalty
In today's competitive business landscape, it's not enough to know what your customers are doing; you need to understand how they feel...
10 views0 comments
Tom Cates
- Jun 23
- 4 min
Building and Communicating Sales Equity: The Power of Audience, Story, and You
In the world of sales, building strong relationships and effectively communicating your value is paramount. It's not just about having a...
14 views0 comments
Tom Cates
- Jun 16
- 2 min
Mastering Client Service: Elevating B2B Relationships through Effective Project Management
In the world of business-to-business (B2B) client services, project managers often excel at handling the technical, financial,...
8 views0 comments
Tom Cates
- Jun 9
- 3 min
The Art of Surveying Clients for Business Success
Surveying your clients is not just a routine task; it's a vital undertaking that can make or break your business. At Encompass-CX, we...
8 views0 comments
Tom Cates
- Jun 2
- 5 min
Understanding Motivation in the Workplace: Exploring the Three Social Motives
Last week, we discussed the contrasting views of Maslow and Murray regarding the number of human needs. However, it's important to...
10 views0 comments
Tom Cates
- May 19
- 3 min
The Hedgehog Concept
Choose a Winning Business Strategy: Price, Product, or People? Many brilliant corporate strategy gurus have created and tested...
11 views0 comments
Tom Cates
- May 12
- 2 min
The Truth About Loyalty: Debunking Common Myths That Could Harm Your Business
Business success is often equated with customer loyalty. However, there are common misconceptions about what loyalty truly means. Here...
8 views0 comments
Tom Cates
- Apr 28
- 3 min
The 3 Key B2B Strategies of Industry Giants
Delve into three key B2B strategies that companies employ to gain a competitive edge: Cost Leadership, Product Differentiators, and Client F
18 views0 comments
Tom Cates
- Apr 21
- 3 min
Building Sales Equity: The Power of Thanking Your Customers All Year Round
In today's business landscape, customer experience is a topic that has caught the attention of managers, executives, and consultants...
7 views0 comments
Tom Cates
- Apr 7
- 2 min
Being One in a Million is Not Enough
If you are in the market for stainless steel tubing, a simple Google search can quickly overwhelm you with over five million results in...
7 views0 comments
Tom Cates
- Mar 3
- 2 min
The Evolution of Customer Satisfaction
Over the past few decades, customer satisfaction has undergone significant changes, driven by technological advancements and changing...
10 views0 comments
Tom Cates
- Feb 24
- 2 min
Why Customer Satisfaction is Not Enough for B2B Sales
In B2B sales, focusing solely on customer satisfaction and using traditional measures to build stronger client relationships is a...
7 views0 comments
Tom Cates
- Jan 27
- 2 min
The Benefits of Benchmarking
Benchmarking is a tool that businesses use to compare a company’s performance against competitors or itself, with the ultimate goal being...
6 views0 comments
Tom Cates
- Jan 20
- 3 min
The Problem with Net Promoter Score (NPS)
Net Promoter Score (NPS) is a commonly used measure of customer satisfaction and a supposed predictor of growth rate. The idea revolves...
15 views0 comments
Tom Cates
- Jan 6
- 2 min
A Plan to Reach Your B2B Goals
You cannot reach your B2B goals without focusing on customer experience; any attempt to raise profits, increase productivity, or expand...
3 views0 comments
Tom Cates
- Dec 2, 2022
- 3 min
5 Simple Tips for Customer Retention
We have talked A LOT about the importance of customer retention over the past few weeks. Of course, customer retention is critical in...
11 views0 comments
Tom Cates
- Nov 11, 2022
- 3 min
The Lollapalooza Effect of Increasing Returns
Earning sales equity improves all three value sources and creates a lollapalooza effect of increasing returns. Increased revenues...
11 views0 comments
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