CHARLOTTE, N.C., June 22 The number of industrial companies in the United States is falling due to consolidation, outsourcing and the recession. That means fewer customers for business-to-business firms - firms like yours.
It's more important than ever for B2B companies to keep existing clients through superb customer service. The latest white paper from The Daniel Group, which helps B2B companies measure, manage and improve their customer experience, shows how. It's at http://www.thedanielgroup.com/fivesecrets.aspx.
The paper describes the tale of two customers. Both sell and service heavy equipment. Both are successful and put much effort into improving their customer service. Yet Client A improved at a much faster rate than Client B last year. Client A's customers are much happier with their service, and therefore Client A has a much greater opportunity to earn more in 2010.
What makes one company able to see huge gains in customer service and potential income, while another company's gains are just so-so? In this paper, at http://www.thedanielgroup.com/fivesecrets.aspx, researchers from The Daniel Group share what they discovered about the five secrets for improving customer service and earning more in the industrial market.
The paper also looks at the role of the Net Promoter Score. The Net Promoter Score is calculated by asking customers about their willingness to refer a client. Those who come out with the higher score are most successful. When companies have similar Promoter Scores, the paper documents how some can rise above by focusing on service consistency.
Founded in 1989, The Daniel Group provides strategy, research and customer satisfaction services to business-to-business companies. Its ServicePerformance® program is employed by over half of the Caterpillar dealers in North America. For white papers and more information on customer retention strategies, see http://www.thedanielgroup.com.
Caterpillar is a registered trademark of Caterpillar, Inc. ServicePerformance is a registered trademark of The Daniel Group. Net Promoter and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems.
SOURCE The Daniel Group