Jeff Nock, a seasoned business consultant, has a comprehensive experience that involves helping companies advance and grow their capabilities, as well as implement clear objectives to obtain and exceed goals and overall success.
Jeff Nock has a vast understanding of the elements necessary to achieve organizational growth. In doing this, companies must have a customer analysis strategy to reach their potential and make sure they are meeting or exceeding customer expectations.
Jeff Nock says, “Customer analysis is an important ongoing practice that all companies should utilize. Setting up regular feedback mechanisms from customers ensures that companies have an ongoing understanding of what is working and what is not working and provides direction for future growth.” Jeff continues, “Customer analysis is both a quantitative and qualitative assessment of your business’ customers which considers customer satisfaction, reasons for buying patterns, reasons for why certain products and services are not being purchased and put a spotlight on good and bad customer service issues.”
Setting up a consistent customer experience management program is a great way for B to B companies to learn about customer satisfaction. Many customers use the Net Promoter Score (NPS) by Satmetrix as the key metric for their program. NPS is a customer survey that measures customer experience and predicts business growth and allows companies to compare their NPS or service score against other companies in their industry. Jeff Nock explains, “With NPS companies not only measure customer satisfaction but also measure brand recognition and unearth potential growth areas.”
While NPS is a great way to get quantitative data on customers, more traditional one on one business relationship strategies, like taking customers out to lunch and inviting them to networking events or conducting online video updates, help ensure that customers are not only feeling valued but also have the opportunity to share their perspective on the business relationship directly. Some people prefer to share their thoughts verbally rather than fill out an online survey.
Keeping track of all customer contacts, whether electronic, on the phone, video chat or in person is critical. Utilization of a customer relationship management (CRM) tool such as Salesforce or HubSpot enables companies to track and make sure that each customer is being contacted in the appropriate strategic way on a regular basis.
Jeff Nock is CEO and Founder of Prescient Consulting, LLC, He is highly skilled in areas such as business planning, the strategic planning process, financial oversight, leadership development, marketing, sales, and presentation development.